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CrashPlan Support

Contacting A Customer Champion

Applies to:
  • CrashPlan for Home

Summary

Looking for help? We recommend our online support documents. If you have questions that are not answered in the support documents, our Customer Champions are ready to assist you. This article explains our support policies for CrashPlan for Home.

How to contact a Customer Champion

Support Method Contact Information Hours
Chat Support Chat now Monday–Friday, 9 a.m.–5 p.m.
U.S. Central time
Web Support

Monday–Friday, 9 a.m.–5 p.m.

U.S. Central time
Phone Support United States: 888-314-8842 Monday–Friday, 9 a.m.–5 p.m.
U.S. Central time
International: +1 612-333-4242, option 1

Chat support

Chat directly with a Customer Champion by clicking Chat now at the bottom of any page of our support site. Chat support is available during normal business hours, Monday to Friday, 9 a.m. to 5 p.m., U.S. Central time.

Web support

Use our online system to submit a support ticket or check the status of an existing ticket. To check an existing ticket, you must create an account.

To diagnose your issue as quickly as possible, include the following information in your request:

  • Product name (CrashPlan for Home)
  • Operating system and version
  • Software version of the CrashPlan app
  • Computer ID (GUID) of affected devices
  • Logs from the CrashPlan app
  • Email address (or username) of affected user accounts
  • Detailed description of the question or problem
  • Screenshots of relevant settings or error messages
  • Backup destinations that you use, such as local devices or CrashPlan Central

Phone support

Contact a Customer Champion by telephone if your issue is urgent, such as being unable to restore files or adopt a device. All calls are answered in the order they are received. You will be given a ticket number for your issue, to reference for future updates.

Additional resources

If your technical request cannot be answered by a Customer Champion, please visit our forums. Our customers are our best advocates, and many answers to questions about unofficial uses can be found there.

How Code42 handles support requests

Our Customer Champions actively monitor and triage incoming support requests. Tickets are addressed according to severity of the issue.

Customer Champions try to update tickets at least once every business day. Depending on the severity, Customer Champions may respond more frequently.

Support severity levels

Our Customer Champions determine severity when prioritizing support tickets as follows:

Severity Level Description

1 - Critical

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

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.

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.

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.

Automatic ticket closure

When a Customer Champion provides a response to a submitted ticket, one of two changes occurs:

  • The ticket is marked Solved if the Customer Champion provides a solution to the original issue.
    • After three days, the solved ticket is automatically marked as Closed. If you respond before the ticket is closed, the ticket is marked as Open for additional work with our Customer Champion team.
    • If you reply to a closed ticket, our ticketing system creates a new follow-up ticket.
  • The ticket is marked Pending if the Customer Champion requires additional input from you.
    • After seven days, the pending ticket is automatically marked as Solved, as explained above.

When a ticket is marked as Solved, you receive an automated notification email.

Customer satisfaction survey

We send a customer satisfaction survey after a support ticket is closed. We appreciate your feedback! It helps us provide more effective support.

Support escalation

Occasionally, you may find that a support ticket must be escalated. We understand that your data is extremely important and access can be time-sensitive. You can request a ticket escalation by:

Include your ticket number, the reason for escalation, the severity of the issue, and any added contact information that will help us serve you better.

A Customer Champion manager reviews the request as quickly and efficiently as possible, evaluates the situation, and determines an appropriate action. This may require a direct conversation with the manager, or the support ticket may be reassigned to another Customer Champion.

Supported versions

CrashPlan for Home customers must use the most recent version of the CrashPlan app. When a new version of the CrashPlan app is available, Code42 automatically upgrades devices to the most recent version. For more information, refer to Code42's Software Version Policy.

Your responsibilities

Use the identified support methods for requesting services and clearly explain the nature of the issue or request for help. When our Customer Champions need you to assist in order to resolve the problem or complete your request, be available at the agreed-upon time.

Bug filing

If you find something that you think might be a software bug, submit a support ticket to our Customer Champion team. Include the steps you took to replicate the issue.

If we confirm it as a bug, we will file an internal report. A resolution will depend on the bug's severity and scope, as well as the current state of our development cycle.