Technical Support Options for MSP360 (CloudBerry) products
MSP360 (CloudBerry) products come with two support options:
- Standard Support
- Paid Support
Please find the SLA comparison in the table below:
| Description | Standard Support | Paid Support |
|---|---|---|
| PRIORITY 1: Disaster recovery scenarios. Requires a prompt workaround or solution | 48 hours | 8 business hours |
| PRIORITY 2: A situation adversely impacting backup operations, but the backup system is not down; the product is operational, but seriously restricted | 48 hours | 12 business hours |
| PRIORITY 3: Not a critical issue; the majority of functions of the backup tool are still usable, a limited condition that can be readily circumvented. Example: backup application is not responsive or backups are failing | 48 hours | 24 business hours |
| PRIORITY 4: “How to” questions; the text of a message, or a page of documentation is worded poorly or misspelled; general feedback; feature requests | 48 hours | 48 business hours |
| Business hours | Mon – Fri, 8 am – 8 pm | Mon – Fri, 8 am – 8 pm |
| Cost | Free | $500 per year |
More information can be found on our website.
By default, the Standard support and free upgrades are covered by Maintenance*. In order to report a problem please create a ticket on the Support Portal.
The current Support status for your account is displayed at the top right corner of your Support Portal. If you are interested in upgrading your Support status you can proceed with Paid Support option. To purchase Paid Support, click the "Buy Paid Support" button under the "Support Level" section.
Note that you should log in to the Support Portal under the email you’re planning to use in the future to create and manage your Support tickets. We won’t be able to identify you as a Paid Support customer if you’re using a different email address
Also, Paid support can be provided for the following Products:
- Standalone MSP360 (CloudBerry) Backup
- CloudBerry Explorer
- Connect PRO
If you need the support with a faster responce time to be included in the regular subscription or Premium Support, we encourage you to consider switching to our Managed Backup solution. Please feel free to reach out to our Sales Team for further inquiries and details.
Please refer to the “Priority Definitions and Response Time SLA” section in our Customer Support Reference Guide for more information about standard and premium support for the Managed Backup solution.
*Subscription-based licenses comes with Maintenance included. You can find the information about your licenses types in Cloudberry Central.