Overview
This policy document describes "Support Services," the procedures that CrashPlan 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 technical support team,
- How we define the priority level of each issue
- How you can escalate an issue
Support services
Each product includes a certain set of Support Services. This table explains which Support Services are included and which Support Services are not included for each product.
CrashPlan Enterprise customers have the option to upgrade to Premier Plus support, which offers additional benefits.
| Support Service | CrashPlan Essential, Professional, and Small Business Support | CrashPlan Enterprise and MSPs Premier Support | CrashPlan Enterprise Premier Plus Support |
|---|---|---|---|
| Access to self-service documentation | Yes | Yes | Yes |
| Issue reporting options |
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|
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| Administrators who can contact technical support* | N/A** | 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.
**CrashPlan Essential, Professional, and Small Business do not have administrative support contacts - any user on the account may contact support.
Contact hours and response times
Your support plan affects the times our technical support team is available to you and the speed of their response to your issues.
| Support Service | CrashPlan Essential, Professional, and Small Business Support | CrashPlan Enterprise and MSPs Premier Support | CrashPlan Enterprise Premier Plus Support |
|---|---|---|---|
|
Support contact hours |
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| Support contact hours on holidays |
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| Response time for Urgent priority issues | N/A | 1 hour | 30 minutes |
| Response time for High priority issues | N/A | 4 hours | 4 hours |
| Response time for Normal priority issues | N/A | 1 business day | 1 business day |
| Response time for Low priority issues | N/A | 3 business days | 3 business days |
CrashPlan Essential, Professional, and Small Business do not have guaranteed response times
Requests for Essential, Professional, and Small Business support will be triaged according to severity and responded to as quickly as possible during our published support hours, but are not guaranteed a response within a time frame.
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 technical support resources 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.
Contact Support
These guidelines show how to contact us for Support Services. Click your product name for more information.
CrashPlan Essential, Professional, and Small Business (Legacy)
Contact information
| Contact method | Hours |
|---|---|
|
Monday to Friday, 8:00 a.m. to 5:00 p.m.
|
Web support
Use our online ticketing system to submit a ticket or check the status of an existing ticket. To check an existing request, you must create an account.
To diagnose your issue as quickly as possible, include the following information in your request:
- Product name (CrashPlan Essential, Professional, or Small Business)
- Operating system and version
- 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
Chat support
We also offer the opportunity to chat directly with a technical support agent. Click the Chat now link above and scroll down to the "Chat" button.
How we handle support requests
Our technical support agents actively monitor and triage incoming support requests. Tickets are addressed according to priority of the issue.
Technical support agents try to update tickets at least once every business day. Depending on the priority, responses may be made more frequently.
Support priority levels
Here is how our technical support agents determine priority when prioritizing support tickets:
| Severity Level | Description |
|---|---|
|
Urgent |
You cannot reasonably continue your work. You experience a complete loss of service and/or encounter one of the following scenarios:
|
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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. |
|
Normal |
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. |
|
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 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 two 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 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 four 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, and the priority of the issue, as well as any added contact information that will help us serve you better.
A technical support 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 technical support agent.
Supported versions
You must use the most recent version of the CrashPlan app. Your CrashPlan apps update automatically. For more information, refer to the supported version policy for CrashPlan for Small Business.
Your responsibilities
Use the identified support methods for requesting services and clearly explain the nature of the issue or request for help. When our technical support agents need you to assist in order to resolve the problem or complete your request, be available at the agreed-upon time.
File a bug
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 severity and scope, as well as the current state of our development cycle.
CrashPlan Enterprise and MSPs
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.crashplan.com to create a case. |
| Chat support |
You must register at https://gethelp.crashplan.com to initiate a chat. |
| Email support |
Universities and partners should instead use chat or create a case using https://gethelp.crashplan.com. |
| Call back support | Sign in to https://gethelp.crashplan.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
Administrative support contact
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 CrashPlan'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 technical support engineer.
Phone
Call CrashPlan 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.crashplan.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:
- Product name
- Operating system and version
- Software version of the CrashPlan app
- Computer ID (GUID) of affected devices
- Logs
- Username (or email address) of affected user accounts
- Detailed description of the question or problem
- Screenshots of relevant settings or error messages
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.
CrashPlan 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:
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| 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:
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| Low |
The issue causes little to no loss of service.
Examples of low priority issues include:
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Escalate an issue to another technical support engineer
After contacting us with a support issue, you can request that another technical support engineer handle your issue. Transferring the issue to another technical support engineer is called "escalation." When issues are escalated, they are usually (but not always) transferred to a technical support engineer 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 technical support 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 technical support engineer, depending on the manager's decision.
Other information about our support services
- To receive these Support Services, you must have a current subscription agreement with CrashPlan or one of its authorized resellers.
- Refer to your agreement with CrashPlan for any definitions or details that are not clearly specified in this document.