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Online Backup Software Support Policy

Click Here to order or renew your Support Package.

Annual Support contains valuable services that can help make your Remote Backup Service successful and competitive. Almost all public Remote Backup Services keep their Annual Support in force. The benefits are well worth the price.

Compare Support Plans

Priority SupportBasic SupportNo Support
Help TypePhone/Email/Remote/WebWeb OnlyKnowledge Base Only
Response Time4 hrs or less24 hrsNo Live Support
Server LocatorIncludedIncludedNo
Referral NetworkIncluded if QualifiedNoNo
Emergency Hot SiteIncludedNoNo
Remote Help DeskIncludedNoNo
Software UpgradesIncludedIncludedNo
Partner's ForumIncludedIncludedNo

[Basic Support] | [Priority Support] | [Per Case Support] | [Expired Support] | [Retired Versions]

Basic Support Package
  • 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. Live telephone support is available in our Priority Support Package.

  • 24-hour Response Time - You will get a response usually within 24 hours of your request, except for weekends and holidays.

  • 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.
  • Priority Support Package

  • Includes everything in Basic Support plus...

  • Live Telephone Support You can have access to an RBS Support Engineer by telephone. If we are busy we might have to phone you back, but you will be placed at the head of the line for a return call. For the quickest service possible, please file your support request and get a support ticket number prior to your call.

  • Live Online Chat Support You can have access to an RBS Support Engineer from the Live Chat icon on our website. If we are busy we might have to phone you back, but you will be placed at the head of the line for a return call. For the quickest service possible, please file your support request and get a support ticket number prior to your IM.

  • Live Remote Help Support Engineers can use our Bomgar Live Support appliance to log into your RBS Server by remote and adjust it for you. (Live remote support is at the discretion of the Support Enginner, and is not our first line of support.)

  • Faster Response Time Priority Support gives you quick access to Tech Support. Response times will vary from immediate to four hours, depending on our work load. Priority customers have priority over Basic customers.

  • RBS Referral Network - When you qualify we'll send you customers who come to us through our high-ranking popular Search Engine listings. Just one referral can more than pay for your Support Package. Click Here for info on the RBS Referral Network.

  • Emergency Hot Site Service - Our Emergency Hot Site Servers are available for RBS Service Providers whenever a natural disaster effects your data center. If your RBS Server goes offline because of a natural disaster, we can temporarily take backups from your customers at our Hot Site so your business doesn't suffer further. Click Here for info on the Hot Site Service.

  • Remote Help Desk Service - You can remotely access and control your client's computers. The ultimate in convenient customer service is included with your Priority Maintenance Subscription. SSL Encryption for security, seamlessly passes through routers. Other companies charge $70/year per computer. One popular service charges $1248/year for 25 clients. RBS gives you this valuable service for ALL your clients as part of your Priority Maintenance Subscription. (More info here...)

  • Special Priority Features and Services Some optional services and software features are available at no additional charge to Priority Support customers. Ask your Sales Representative for details.
  • Pay Per Case

    Please Note: Per Case support does not include software upgrades.

  • Priority Support Case - Priority Support is available on a per-case basis during regular business hours. This includes a 2-hour response time from a live tech support technician during normal business hours, 9AM to 5PM US Central Time.

  • After Hours Support - After Hours Support is available. This includes a 4-hour response time from a live tech support technician after hours, on weekends, and holidays. A technician will be automatically called immediately after you order.

  • Hourly Support - For special requirements including custom programming, training, and other tasks.

  • On-Site Support - We will send a technician to your site for a per-diem rate plus expenses. Call for more information.

  • Expired Support

    If your Support Subscription expires we will not be able to offer you live support. You can still look up answers in our Knowledge Base, which has help for most common problems. If you need the help of a support engineer your options are to buy a one-time support case or to renew your Support Subscription. Here is the link to buy a one-time support case.

    If you renew your Support Subscription more than thirty days after it expires there is an additional renewal fee equal to $100 per year for every lapsed year (prorated).

    This fee is to help cover our development expenses for new software versions that you will be able to download immediately, which were developed while your Support Subscription was expired.

    If you would like to renew your Support Subscription so you can download upgrades please phone us to order.

    This article explains more: [click for the article]

    Retired Software Versions

    Other than the Knowledge Base, we cannot offer support for retired versions of software. Software is retired two years after the public release. We recommend that you upgrade your Server and your Clients as soon as a new upgrade becomes available.

    We may not maintain distributable copies of old versions, and if we do we may charge a fee to de-archive them for you.

    This article explains more: [click for the article]

    Your RBS software will continue to operate if your Support Package expires. However, some services will stop, including your Server Locator service and live technical support.

    Click Here to order or renew your Support Package.

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