Technical Support Options for MSP360 (CloudBerry) products

MSP360 (CloudBerry) products come with two support options:

  • Free Community-based support
  • Paid Support via Support Portal

By default, the Community-based support is provided for free and the maintenance covers only the product upgrades. On this level of support, if you have any issues or questions about the MSP360 (CloudBerry) products, please proceed to the Forum and start a new discussion in the corresponding category.

The actual Support status for your account is displayed at the top right corner of your Support Portal:

If you need to be able to report issues and get assistance with MSP360 (CloudBerry) products via our Support Portal, you can proceed with Paid Support option. To purchase paid support, perform the following:

  1. Click the "Buy Paid Support" button

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

Please find the SLA comparison table below:

Description Free Support Paid Support
PRIORITY 1: Disaster recovery scenarios. Requires a prompt workaround or solution Community Support 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 Community Support 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 Community Support 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 Community Support 48 business hours
Business hours N/A Mon – Fri, 8 am – 5 pm
Cost Free $500 per year

More information can be found on our website.

If you need standard support via Support Portal to be included in the regular subscription or premium support with a faster response time, 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.