Support options for reliable, resilient data protection
Support built for operational confidence
CrashPlan support is designed to keep protection healthy, reduce operational risk, and help your team resolve issues quickly. Whether you prefer self-service resources or hands-on technical guidance, our programs are built to fit the way you run IT and security operations.
We offer three support levels so you can match coverage, response targets, and advisory services to your deployment complexity and business requirements. All levels include software updates, a 24x7 Knowledge Base, and structured case management.
For specific details on how and when to engage with our technical support team, including our regular business hours, holiday coverage schedules, and the procedures for contacting support, logging tickets, and escalating issues, please refer to our Support Operating Guide.
Understanding your support level
Your support level is automatically assigned based on your active license quantity to ensure coverage scales with your deployment. Standard accounts have the option to purchase Premier Support for more proactive guidance and faster response targets.
At a glance:
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Essential - Self-service plus business-hours coverage
Self-service plus business-hours coverage. Automatically assigned to accounts with fewer than 10 licenses. Best for small, straightforward environments that want dependable access to documentation, updates, and support. -
Standard - Faster response for critical incidents
Automatically assigned to accounts with 10 or more licenses. Adds 24/7/365 engagement for Severity 1 issues and priority handling when uptime matters. -
Premier - Proactive guidance for complex, mission-critical environments
Available as a purchased add-on for accounts with Standard support. Includes a named Technical Account Manager (TAM), proactive reviews, and the fastest response targets for urgent incidents.
If you handle sensitive data, support distributed teams, or operate under stricter compliance expectations, higher tiers can reduce risk and internal workload.
Essential Support
Self-service plus business-hours coverage
Ideal for teams with straightforward deployments who want trusted resources and predictable support during standard regional business hours. This level is assigned to accounts with 1 to 9 licenses.
Includes:
- 24x7 access to CrashPlan Knowledge Base and documentation
- Web-based case management for visibility and tracking
- Support response during standard regional business hours
- Software updates, maintenance releases, and enhancements
Essential Support helps you keep your environment up to date and gives your team a clear path to answers when questions come up.
Standard Support
Priority handling and 24/7 Severity 1 coverage
Designed for organizations that want faster response targets and round-the-clock engagement for urgent incidents. This level is assigned to accounts with 10 or more active licenses.
Includes:
- 24/7/365 engineer engagement for urgent (Severity 1 - see below) issues
- Priority case handling and faster target response times
- 24x7 access to CrashPlan Knowledge Base and documentation
- Web-based case management for visibility and tracking
- Business-hours coverage for day-to-day operational questions
- Access to all updates and enhancements
Standard Support is a solid fit when you need predictable coverage for critical events without adding a dedicated advisory resource.
Premier Support
Named advisory support and proactive operational reviews
Premier Support is a purchased add-on for Standard Support customers, designed for organizations where data protection is business-critical. In addition to 24/7 critical coverage, you get a named Technical Account Manager (TAM) to help monitor health signals, reduce recurring issues, and plan for change.
Technical expertise and escalation support
- Access to experienced engineers with deep CrashPlan product knowledge
- Guidance on design, deployment, monitoring, and operational best practices
- Proactive recommendations to help prevent common issues and reduce risk
- Direct engagement for complex architectures and high-impact incidents
Named Technical Account Manager (TAM)
Your TAM provides:
- Context on your deployment, priorities, and operational requirements
- Ongoing review of health indicators, usage patterns, and potential risks
- Actionable reporting and recommendations for administrators and leadership
- Help identify gaps and plan preventive actions
- Alignment discussions as your business and compliance needs evolve
Think of the TAM as your technical point person, focused on keeping your CrashPlan environment running smoothly and helping your team stay ahead of issues. For more information, see Technical Account Manager (TAM) details.
24/7/365 critical incident coverage
- Immediate engagement for urgent, business-critical incidents
- Target response within 30 minutes with top-priority queue placement
- Coverage that supports global teams and always-on operations
Proactive reviews and planning
Regular reviews can include:
- Assessment of protection coverage and environment performance
- Recommendations to improve adoption, resiliency, and administrative efficiency
- Planning discussions for architecture changes, growth, and upcoming requirements
Escalation and root cause analysis
- Direct access to senior engineers and subject-matter experts for complex incidents
- Structured root cause analysis (RCA) for critical events, when appropriate
- Accelerated escalation paths for high-impact issues
What Premier Support adds
Premier Support helps you:
- Identify and address risks earlier through proactive guidance
- Reduce time to resolution for urgent incidents with the fastest response targets
- Keep stakeholders informed with reporting and review cadence
- Lower the operational load on internal teams by adding a named technical partner
- Maintain a consistent support experience as your environment scales
Premier Support is intended for teams that need both rapid incident response and an ongoing advisory relationship.
It complements your internal expertise and helps you run CrashPlan as a dependable part of your continuity strategy.
Support features at a glance
| Feature | Essential | Standard | Premier |
|---|---|---|---|
| Software Updates & Upgrades | ✓ | ✓ | ✓ |
| Knowledge Base Access | ✓ | ✓ | ✓ |
| Case Logging | ✓ | ✓ | ✓ |
| 24/7 Critical Support | – | ✓ | ✓ |
| Target Response (Urgent) | 4 hrs | 1 hr | 30 min |
| Priority Queuing | Basic | Medium | Highest |
| Named TAM | – | – | ✓ |
| Proactive Reviews | – | – | ✓ |
| 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 |
Program features explained
Every CrashPlan support level includes core capabilities that keep your environment current and help your team resolve issues efficiently. The sections below describe what each feature means in practice, and why it matters for day-to-day operations.
Software updates and upgrades
What it means: CrashPlan delivers maintenance releases and upgrades that improve stability, performance, and security, and maintain compatibility with key ecosystem providers (for example, Microsoft and Google).
How you benefit:
- Stay aligned with current security expectations and reduce exposure to emerging threats
- Keep integrations and compatibility current as your environment changes
- Adopt new capabilities on your timeline without disruption to day-to-day operations
Knowledge Base (24x7 self-service)
What it means: A curated library of documentation, troubleshooting steps, and best practices based on real deployments and resolved cases.
How you benefit:
- Resolve routine questions quickly without opening a case
- Standardize configuration and troubleshooting across teams
- Reduce ramp time for new administrators
Case logging and tracking
What it means: Web-based ticketing that routes requests through a defined workflow, with severity-based prioritization and full case history.
How you benefit:
- Clear visibility into status, next steps, and outcomes
- A consistent escalation path for complex issues
- An audit trail that supports governance and operational accountability
24/7 critical support
What it means: For urgent incidents that could significantly impact operations, Standard and Premier provide around-the-clock engagement from engineers.
How you benefit:
- Faster stabilization and reduced downtime during high-impact events
- Support coverage that matches global operations and on-call schedules
Target response times
What it means: Target response times define how quickly our support team initiates engagement, based on support level and issue severity.
How you benefit:
- Set clear expectations for incident communication and internal escalation
- Prioritize urgent issues appropriately while keeping lower-severity work moving
Contact Us
CrashPlan Support helps you keep protection running reliably, reduce risk, and resolve issues with clear processes and predictable response targets. From self-service resources to a named TAM and proactive reviews, your assigned support level fits your environment today and automatically scales as your deployment grows.
Need technical support?
For detailed instructions on how to log tickets and contact our technical support team, please refer to our Contacting CrashPlan technical support article.
Need to discuss your support level?
To discuss your currently assigned support level or to upgrade to Premier Support, contact your Sales or Customer Success representative, email sales@crashplan.com, or visit crashplan.com.