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
This document applies only to CrashPlan customers. Small business customers can refer to CrashPlan for Small Business support policy.
Support plans
CrashPlan offers the following support plans, depending on your subscription:
- CrashPlan Premier Support
- CrashPlan Premier Plus Support
Support services
Each support plan includes a certain set of Support Services. This table explains which Support Services are included and which Support Services are not included in each support plan.
| Support Service | CrashPlan Premier Support | CrashPlan Premier Plus Support |
|---|---|---|
| Access to self-service documentation | Yes | Yes |
| Issue reporting options |
|
|
| Administrators who can contact technical support* | 4 | 10 |
| Consultation for pre-planning and best practices | Yes | Yes |
| Access to named Technical Account Manager (TAM) | 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.
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 Premier Support | CrashPlan Premier Plus Support |
|---|---|---|
|
Support contact hours |
|
|
| Support contact hours on holidays |
|
|
| Response time for Urgent priority issues | 1 hour | 30 minutes |
| Response time for High priority issues | 4 hours | 4 hours |
| Response time for Normal priority issues | 1 business day | 1 business day |
| Response time for Low priority issues | 3 business days | 3 business days |
Our definitions of issue priority are provided below.
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 CrashPlan for enterprise support
These guidelines show how to contact us for Support Services.
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:
|
| 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:
|
| Low |
The issue causes little to no loss of service.
Examples of low priority issues include:
|
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.