CrashPlan support policy
Who is this article for?
Instructor, no.
Incydr Professional, Enterprise, Gov F2, and Horizon, no.
Incydr Basic, Advanced, and Gov F1, no.
CrashPlan Cloud, yes.
Retired product plans, yes.
CrashPlan for Small Business, no.
Overview
This policy document describes "Support Services," the procedures that Code42 Software follows to help our customers use our CrashPlan software. Our Support Services are divided into multiple subscription options ("support plans").
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 priority level of each issue
- How you can escalate an issue
This document applies only to CrashPlan customers. Small business customers can refer to CrashPlan for Small Business support policy.
Support plans
Code42 offers the following support plans, depending on your subscription:
- Code42 Select Support (previously Silver)
- Code42 Premier Support (previously Gold)
- Code42 Premier Plus Support (previously Platinum)
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 Select Support (previously Silver) |
Code42 Premier Support (previously Gold) |
Code42 Premier Plus Support (previously Platinum) |
|---|---|---|---|
| Access to self-service documentation | Yes | Yes | Yes |
| Issue reporting options |
Web only
|
|
|
| Administrators who can contact Customer Champions* | 1 | 4 | 10 |
| Consultation for pre-planning and best practices | No | Yes | Yes |
| Access to named Technical Account Manager (TAM) | No | No | Yes |
* Administrator must be recognized as an "administrative support contact" in the support system. To be registered as an administrative support contact, email your Customer Success Manager or create a ticket.
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 Select Support (previously Silver) |
Code42 Premier Support (previously Gold) |
Code42 Premier Plus Support (previously Platinum) |
|---|---|---|---|
|
Support contact hours |
|
|
|
| Support contact hours on holidays |
|
|
|
| Response time for Urgent priority issues | 1 business day | 1 hour | 30 minutes |
| Response time for High priority issues | 1 business day | 4 hours | 4 hours |
| Response time for Normal priority issues | 1 business day | 1 business day | 1 business day |
| Response time for Low priority issues | 3 business days | 3 business days | 3 business days |
Our definitions of issue priority 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 (UTC±00:00) |
| Asia | Western European Time Zone (UTC±00:00) |
| 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 priority 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 https://gethelp.code42.com to create a case. |
| Chat support |
You must register at https://gethelp.code42.com to initiate a chat. |
| Email support |
Universities and partners should instead use chat or create a case using https://gethelp.code42.com. |
| Call back support | Sign in to https://gethelp.code42.com. Select Create a Ticket. From the "Reason for Ticket" dropdown, select Call Back. |
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
To report issues, you must be recognized as an "administrative support contact" in the support system. To be registered as an administrative support contact, email your Customer Success Manager or create a ticket.
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.
Phone
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.
To find the phone number to call, sign in to https://gethelp.code42.com and refer to the Call Us box. 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:
Definitions of issue priority
Each time you report an issue to us, we categorize it by the priority of the issue and the potential impact to you. These are the guidelines we use to categorize the priority of each issue:
| Priority Level | Description/Criteria |
|---|---|
| Urgent |
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 urgent priority issues include:
|
| 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 high priority issues include:
|
| Normal |
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 normal priority issues include:
|
| Low |
The issue causes little to no loss of service.
Examples of low priority issues include:
|
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 priority of the issue
- Additional contact information, if necessary
How we respond to an escalation request
A Customer Champion manager:
- Evaluates your request as quickly and efficiently as possible
- Determines an appropriate action
- 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 community 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 End-of-life for CrashPlan On-Premises.
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.