Overview
This Support Operating Guide provides key details on how and when to engage with our technical support team. It covers our regular business hours, holiday coverage schedules, target response times, and the procedures for contacting support, logging tickets, and escalating issues.
For a comprehensive breakdown of the specific features, resources, and services included in our Essential, Standard, and Premier tiers, please refer to our CrashPlan Support Guide.
Support hours
CrashPlan Support is available during standard business hours based on your region and assigned support team. Coverage varies by geography.
For customers entitled to 24/7 response for urgent issues, on-call support is available outside of standard business hours, including nights, weekends, and holidays.
Target response times
Response times are based on your support level and the priority of the issue. These targets reflect how quickly you can expect an initial response from our support team.
| Severity | Essential | Standard | Premier |
|---|---|---|---|
| Urgent | 4 hours | 1 hour (24/7) | 30 minutes (24/7) |
| High | 1 business day | 4 hours | 2 hours |
| Normal | 3 business days | 1 business day | 4 hours |
| Low | 5 business days | 3 business days | 1 business day |
Response times apply during support operating hours unless 24/7 coverage is included for your support level.
Holiday coverage
CrashPlan observes major national holidays in the regions where our support teams are located. During these holidays, standard business-hour support is paused.
If your support plan includes 24/7 response for urgent issues, on-call support remains available during holidays.
For a current list of observed holidays, contact CrashPlan Support or your CrashPlan representative.
How to contact CrashPlan Support
Submit a support ticket
You can submit and track support requests through the CrashPlan Help Center. This is the fastest way to receive assistance and ensures your request is routed correctly.
When submitting a ticket, providing detailed information helps us diagnose and resolve issues more quickly.
Helpful details include:
- Product name
- Affected users or devices
- Operating system and version
- Relevant logs or screenshots
- A clear description of the issue
For more information, see Contacting CrashPlan technical support.
Chatbot assistance
The CrashPlan Help Center includes an AI-powered chatbot to help answer common questions. If the chatbot can’t resolve your issue, you can request follow-up from our technical support team.
Support priority levels
To ensure issues are handled appropriately, support requests are prioritized based on Severity (impact) and Account Support Level.
| Severity | Definition |
|---|---|
| Urgent (Severity 1) |
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. Examples of Urgent priority issues include:
|
| High (Severity 2) |
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 (Severity 3) |
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 (Severity 4) |
The issue causes little to no loss of service. Examples of Low priority issues include:
|
Administrative support contacts
Your organization's CrashPlan administrators are recognized as Administrative Support Contacts who can directly contact our technical support team. Our team will provide assistance consistent with each administrator's specific role and permissions.
Your administrators are responsible for providing end users (such as employees or clients) with preliminary triaging and support. If an issue cannot be resolved internally, an Administrative Support Contact may escalate the incident to our technical support team for investigation.
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. Customers can request a ticket escalation by updating their support ticket.
Customers assigned an Account Representative or Technical Account Manager can alternatively contact their representative to request escalation of a support ticket. To expedite this request, please include your ticket number, the reason for escalation, and the priority of the issue.
A Technical Support Manager will review the request as quickly as possible, evaluate the situation, and determine the best course of action. This may include direct management outreach or reassigning the case to a senior technical resource.
Automatic ticket closure
When a technical support agent provides a response to a submitted ticket, one of two changes occurs:
- The ticket is marked Solved if the technical support agent provides a solution to the original issue.
- After four days, the solved ticket is permanently Closed. If you respond before the ticket is closed, the ticket is reopened for additional work with our technical support team.
- If you reply to a closed ticket, our ticketing system creates a new follow-up ticket.
- The ticket is marked Pending if the technical support agent requires additional input from you.
- After 1 week, the pending ticket is automatically marked as Solved due to inactivity if no responses are made, and you receive a notification email.
Reporting bugs
If you discover a behavior that may be a software bug, submit a support ticket to our technical support team. Include the steps taken to replicate the unexpected behavior.
If we identify the behavior as a bug, we will file an internal report. The resolution of the bug will depend on its priority and scope, as well as the current state of our development cycle.
Additional information
- Support services require an active subscription with CrashPlan or an authorized reseller.
- Customers using CrashPlan through a Managed Service Provider should contact their MSP for support.
- This guide complements your subscription agreement and other contractual documents.
Disclaimer
This Support Operating Guide may be updated from time to time. It provides an overview of CrashPlan’s support offerings and does not modify the terms of any subscription agreement or service-level agreement.