What is included in my Basic Support Subscription?
We want to let you know what you can expect from Technical Support with your Basic Maintenance Subscription.
Tech Support is open weekdays from 9AM to 5PM US Central Time and 9AM to 11PM GMT for Europe.
\Most members of our technical support team are usually busy on a case. You will probably not be able to get through to an Engineer immediately if you phone or use the live chat on our website without an appointment. You have Basic Support which does not include live telephone support, so an Engineer may not phone you, and will reply through our Online Helpdesk within our minimum response time.
For efficiency and the highest level of support for all our customers, our Engineers are required to work through our ticketing system in a process overseen by a Support Coordinator. They handle cases first-in first-out for each of the two levels of support - first Priority customers, and then Basic customers.
We do our best to respond quickly, and we know we're not quick enough in some cases, especially when you want an Engineer immediately. But we can't interrupt one support case to handle another. You wouldn't want us to drop your case to spend time on someone else's.
Support Engineers cannot handle your support case without a Ticket Number.
Your Basic Support Subscription includes the following services:
Twenty-Four Hour Minimum Response Time - Tech Support response times will vary from one hour to twenty-four hours, depending on our work load. Priority Support customers are handled first, then Basic.
Web-Based Support - When you need help, enter a Support Ticket in our online Help Desk at our web site. You will receive your answer by email or you can register an account with the helpdesk and check back online for your response.
Software upgrades - You will get all upgrades, security responses, and service packs at no charge.
Server Locator Service - for running your RBS Server on a Dynamic IP Address, backup DNS service, and IP Routing Service to your RBS Server. The Server Locator allows you to easily move your RBS Server in the event of a disaster at your Server Site. CLICK HERE for more information on the Server Locator Service.
The Service Provider's Forum - This online discussion forum is invaluable to those operating a commercial Remote Backup Service. Here you can carry on discussions - live or delayed - with other RBS Providers around the world. Share ideas, tips, and techniques. Download marketing materials and software. The Forum's messages are recorded and indexed so you can easily look up topics by key words.
The Online Helpdesk is at http://help.remote-backup.com.
For a complete discussion and comparison of the support plans, see the following link:
What's Not Covered By Support
. Immediate on-demand access to live Support Engineers;
. Reinstalling your Server software or plugins after the first installation;
. Migrating your Server or Clients to a different computer or VM instance;
. Installing or setting up your Client software at your end users' sites;
. Direct technical support to your end users;
. Help with retired software versions;
. Encryption Key Recovery (although we can help through our paid service.)
Thank you very much.