Four Support Options for StorageCraft US Customers

Customers of StorageCraft Technology Corporation may now choose from several support options to maintain and service their ShadowProtect backup and disaster recovery software, up to and including service 24 hours a day, seven days a week.

StorageCraft has announced the implementation of its new four-level software support programs – standard, premium, self-service and incident support -, available now on an exclusive basis to StorageCraft customers in North America.

"Our new support programs will ensure that our customers receive a consistently high level of attention and service. All of our support takes place in-house, with our support team and developers working closely to deliver quick, expert solutions," said Oyvind Ragnhildstveit, StorageCraft’s director of technical support services and training.
 
Support Levels
StorageCraft offers one year of Standard Support as part of the maintenance agreement for new customers who purchase software. Customers with a maintenance agreement have access to technical support through:

• Telephone support for emergency severity support issues during business hours;
• Online support for high, medium and low severity support issues, with assisted technical support via e-mail and/or call-back during business hours;
• StorageCraft-moderated user forum; and
• StorageCraft knowledge base, a question and answer resource that includes frequently asked questions, white papers, articles and video tutorials.

Customers with an active maintenance agreement also have the option to purchase Premium Support, which offers all of the features as the Standard Support, but also features:

• 24-hour telephone support for emergency severity support issues;
• 24-hour online support for high, medium and low severity support issues, where technical support assists through e-mail and/or call-back during and outside of business hours; and
• Higher priority placement in the telephone queue during business hours.

Customers without an active maintenance agreement can access StorageCraft’s Self-Service Support, which offers a moderated user forum and knowledge base. StorageCraft also offers Incident Support for customers who need single-issue technical support. Incident Support is available in both single-use or multi-issue packs.

"Round-the-clock support is crucial for most organizations. A single delayed response may mean a missed deadline, a lost customer, and a negative impact on operations. StorageCraft’s 24-hour support ensures timely help for our clients without any restrictions. This gives us the confidence to resolve any issue, no matter when it occurs, giving our clients added peace of mind when it comes to our disaster recovery solutions," said Michael Fraser, director of private cloud services for the Ray Morgan Company.

More about StorageCraft’s new support options