When contacting CrashPlan Support, please include the following information to help us resolve your issue as quickly as possible:
- Email address under which the computer is registered
- Relevant computer name(s)
- Description of the problem
- System platform
Here is how CrashPlan Customer Support determines severity when prioritizing support tickets:
- Severity 1 (Critical):
CrashPlan is stopped or so severely affected that you cannot reasonably continue your work. You experience a complete loss of service and/or encounter one of the following scenarios:
- Inability to restore from backup
- Inability to renew your account
- Account has expired
Note: Support will make every reasonable effort to respond to Severity 1 Customer Support tickets with the utmost urgency, typically within 2 business hours.
- Severity 2 (High):
You experience a severe loss of service. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and there is no temporary workaround.
- Severity 3 (Medium):
You experience a minor loss of service, which results in a partial, non-critical loss of functionality of the software. The impact is an inconvenience, which may require a workaround to restore functionality.
- Severity 4 (Low):
You request information, report a documentation error, or a recommend a product improvement but there is little to no impact on the operation of the software.
Support may ask for your log files to help investigate your issue. To compress the log files to make smaller and faster to send:
- Mac: Control-click on the /Library/Logs/CrashPlan directory and select Compress (Leopard) or Create Archive (Tiger)
- Windows: Right-click the file or folder, point to Send To and then click Compressed (zipped) Folder
Software updates happen automatically, no matter who hosts your destinations. This ensures that all your backup destinations (whether they're friends or CrashPlan Central) are in sync and all features work properly.
Yes we do. You can be part of our user community and participate in discussions and Q/A with other CrashPlan users. Click here to check out our forum.