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Who is this article for?

Code42 for EnterpriseSee product plans and features
CrashPlan for Small Business 

CrashPlan for Small Business, no.

Code42 for Enterprise, yes.

Link: Product plans and features.

Code42 Support

Code42 enterprise support policy

Who is this article for?

Code42 for EnterpriseSee product plans and features
CrashPlan for Small Business 

CrashPlan for Small Business, no.

Code42 for Enterprise, yes.

Link: Product plans and features.


This policy document describes "Support Services," the procedures that Code42 Software (also referred to here as "Code42," "we," or "us") follows to help our enterprise customers ("you") use our enterprise software. Our Support Services are divided into multiple subscription options ("support plans"). We have a specific name for the team of people who provide the Support Services to you: "Customer Champions."

This document explains:

  • Which Support Services are included in each support plan
  • When and how you can contact our Customer Champions
  • How we define the severity level of each issue
  • How you can escalate an issue

This document applies only to our enterprise customers. Small business customers can refer to CrashPlan for Small Business support policy.

Support plans

You can choose to subscribe to one of the following support plans provided by Code42:

  • Code42 Silver Support
  • Code42 Gold Support

Support services

Each support plan includes a certain set of Support Services. This table explains which Support Services are included and which Support Services are not included in each support plan.

Support Service Code42 Silver Support Code42 Gold Support
Access to self-service documentation Yes Yes
Access to user forums Yes Yes
Issue reporting options

Web only


  • Web
  • Chat
  • Phone
    (800 number provided)
Administrators who can contact Customer Champions 1 4
Consultation for pre-planning and best practices No Yes

Contact hours and response times

Your support plan affects the times our Customer Champions are available to you and the speed of their response to your issues.

Support Service Code42 Silver Support Code42 Gold Support

Support contact hours

  • Severity 1–4 issues:
    Monday to Friday, 8:00 a.m. to 5:00 p.m.
    US CST

  • Severity 1 issues:
    24 hours a day, 7 days a week
  • Severity 2–4 issues:
    Monday to Friday, 8:00 a.m. to 5:00 p.m.
    US CST

Support contact hours on holidays
  • Severity 1 - 4 issues:
    We respond to issues after the holiday.
  • Severity 1 issues: 24 hours a day, 7 days a week
  • Severity 2 - 4 issues:
    We respond to issues after the holiday.
Response time for Severity 1 issues 1 business day 1 hour
Response time for Severity 2 issues 1 business day 4 hours
Response time for Severity 3 issues 1 business day 1 business day
Response time for Severity 4 issues 3 business days 3 business days

Our definitions of issue severity are provided below.

Time zones

The time zones for these support contact hours vary depending on your location.

Your Location Time Zone For Support Contact Hours
USA US Central Time Zone
(UTC−05:00 or UTC−06:00, depending on daylight saving time)
Europe Western European Time Zone
Asia Western European Time Zone
Other locations US Central Time Zone
(UTC−05:00 or UTC−06:00, depending on daylight saving time)

Of course, support contact hours that are "24 hours a day, 7 days a week" are not affected by time zones.

Support on US holidays

Because fewer Customer Champions are available on US holidays, we prioritize issues differently, depending on your support plan and the severity of your issue.

We observe US holidays from 12:00 a.m. to 11:59 p.m., US Central Time, on the following dates:

US Holiday Date of Observance
New Year's Day January 1
Presidents' Day Varies (third Monday in February)
Memorial Day Varies (last Monday in May)
Independence Day July 4
Labor Day Varies (first Monday in September)
Veterans Day November 11
Thanksgiving Day Varies (fourth Thursday in November)
Day after Thanksgiving Day Varies (Friday after Thanksgiving Day)
Christmas Eve December 24
Christmas Day December 25

Your responsibility for response times

We expect you to help us to resolve your issue when we make a reasonable request for your help. If you do not answer our requests or provide assistance, we may be unable to respond to your issues according to these response times.

Support for managed appliances and monitored authorities

If you use server hardware sold and supported by Code42 ("managed appliances"), or if you use a monitored private authority, your Support Services and your responsibilities are also affected by our Appliance maintenance addendum. If you do not follow the guidelines in that policy, we may be unable to respond to your issues according to these response times.

Contact Code42 for enterprise support

These guidelines show how to contact us for Support Services.

Contact information

The table below provides a quick summary of the contact information for our Support Services.

Support Method Contact Information
Web Support

Submit a ticket or check ticket status 

You must register at to create a case.  

Chat Support

Chat now

You must register at to initiate a chat.  

Email Support

Universities and partners should instead use chat or create a case using

Phone Support
(Severity 1 Support has alternative contact information)

United States office:

Domestic: 1-877-680-7526
International: +1 612-333-4242

United Kingdom office:

Domestic: 0808 178 3042
International: +44 (0) 20 3868 4242

Severity 1 support

Use this contact information only to report a Severity 1 issue.

Your Location Support Location Phone Number
United States United States 1-877-680-7526
United Kingdom United Kingdom 0808 178 3042
Australia United States 1800 042 042
Germany United Kingdom +49 89 210-93940
Other United States
(via Minneapolis, Minnesota)
+1 612 333 4242
United States
(via New Zealand)
+64 9 887 3042
United Kingdom +44 (0) 20 3868 4242

How to report issues

Depending on your support plan, you can report issues to us though these three methods:

  • Web-based ticketing
  • Online chat
  • Phone

Web-based ticket 

You can use Code42's web-based support ticket service to submit a ticket or check the status of an existing ticket.

Online chat

Click the Contact Support button anywhere on the support website to chat online with a Customer Champion.


Call Code42 for support if your issue is urgent, such as an issue that interferes with restoring files, prevents you from adopting a device, or critically affects a large number of users. Please have your registration key and email address on hand for identification purposes.

Exchange of information about support issues

Each time you report an issue, we exchange the following information with you:

  • We give you an identification number that is used to reference your specific issue in the future.
  • You should give us the following information in order to help us efficiently diagnose your issue:
    • Product name
    • Operating system and version
    • Software version of the Code42 app
    • Computer ID (GUID) of affected devices
    • Logs
    • Username (or email address) of affected user accounts
    • Detailed description of the question or problem
    • Screenshots of relevant settings or error messages
    • Tell us if you are using any of our Code42 cloud services

Definitions of issue severity

Each time you report an issue to us, we categorize it by the severity of the issue and the potential impact to you. These are the guidelines we use to categorize the severity of each issue:

Severity Level Description/Criteria
1 - Critical

The issue causes a complete loss of service and you cannot reasonably continue using the software in this state, or the issue affects your entire deployment.


Code42 expects you to be readily available 24/7 to drive a timely resolution to the issue.


Examples of Severity 1 issues include:

  • Security reporting or alerting is non-functional
  • Inability to restore across your deployment
  • Inability to back up or restore due to a licensing issue
  • An upgrade problem resulting in an outage
2 - High

The issue causes a severe loss of service or affects the majority of your deployment. You can continue work in a limited capacity, but you may have an alternative method or workaround for the issue. The issue interferes with long-term use of the software.


Examples of Severity 2 issues include:

  • Security reporting or alerting is inconsistent
  • Inability to restore from many devices
  • An installation issue
  • Severe performance degradation affecting your service
  • Inability to renew your account
  • An outage affecting a major portion of your deployment
3 - Medium

The issue causes a minor loss of service or affects a small portion of your deployment. You can continue work despite an inconvenience or non-critical issue with the software.


Examples of Severity 3 issues include:

  • An issue affecting a single user
  • A problem with backup reports
  • A problem with file exclusions
  • A cosmetic issue with the Code42 app or administration console
4 - Low

The issue causes little to no loss of service.


Examples of Severity 4 issues include:

  • A request for additional information
  • A report of an error in the product documentation
  • A request for an additional feature or future improvement
  • Any issue on an unsupported version or unsupported configuration

Escalate an issue to another Customer Champion

After contacting us with a support issue, you can request that another Customer Champion handle your issue. Transferring the issue to another Customer Champion is called "escalation." When issues are escalated, they are usually (but not always) transferred to a Customer Champion who has more experience handling issues of that type.

Include the following information:

  • Your ticket number
  • The reason for escalation
  • The expected severity of the issue
  • Additional contact information, if necessary

How we respond to an escalation request

A Customer Champion manager:

  1. Evaluates your request as quickly and efficiently as possible
  2. Determines an appropriate action
  3. Communicates the decision to you

The manager may ask to have a direct conversation with you. Your issue may be transferred to another Customer Champion, depending on the manager's decision.

Support for version and product end-of-life

Software version support

If a software version is no longer generally available, support is provided during the end-of-life period according to the terms of your support plan.

  • Full support is available for 18 months (at a minimum) following the general availability announcement of a new version (not including maintenance and patch versions).
  • End-of-life announcements begin approximately six months prior to the end-of-life date. During this time we will only provide security-related fixes.

Code42 may terminate support for a software version prior to the expiration of the support period if necessary to preserve security. Code42 will notify affected customers via email and forum posts whenever it changes the support period. In cases of significant vulnerability to Code42 environments running older versions, Code42 reserves the right to push critical updates to customers or deny access to the Code42 cloud.

Customers not upgraded to a generally available Code42 software version may experience issues including, but not limited to:

  • Performance degradation
  • Exposure to security vulnerabilities
  • Inability to connect to Code42 cloud (including on-site authority servers)
  • Potential data loss

For more information about our supported versions, see the Code42 version policy.

Hardware support

If a hardware product is generally available and you have purchased annual support on such hardware, the support provided during the end-of-life period is provided for up to 5 years from the hardware date of purchase.

Support provided for hardware during the end-of-life period includes:

  • Hardware warranty
  • Escalations
  • Paths
  • Maintenance releases
  • Product updates
  • Content updates
  • Available maintenance and technical support

To receive hardware support, Code42 may require the installation of the latest software, firmware, and content updates. These elements are introduced by Code42 to add features and resolve issues. If any element is not at a current version, the total product configuration, including any software, may not be supported. Code42 will provide a version of software that includes the features outlined in the release notes for the product.

Other information about our support services

  • To receive these Support Services, you must have a current subscription agreement with Code42 or one of its authorized resellers.
  • Refer to your agreement with Code42 for any definitions or details that are not clearly specified in this document.