Technical Support Info
At CloudBacko, we believe that technical support is a vital and integral part of our overall product experience. We are passionate about providing high quality and efficient support to our customers. That’s why we invest heavily in training and maintaining an experienced team of support engineers.
So, our customers can be 100% certain that all their inquiries using either Email, Live Chat, or WhatsApp are handled by a human. They will never get answers from; chatbots, assist agents, or automated canned responses. We believe that this approach ensures our customers receive the best possible support experience.
Our professional customer support team is dedicated to help our customers solve any problems encountered through one of the following services.
| Standard Support | Premium Support | Priority-1 Support | |
|---|---|---|---|
| Eligibility | |||
| Urgent known issue resolution | |||
| Urgent unknown issue cause identification | |||
| Non-urgent issue cause identification | |||
| First response | |||
| Support hours | |||
| Jump the queue, Support case escalated to the 1st Senior Tier-2 position | |||
| Continuous system monitoring | |||
| Free usage of monitoring software ** | |||
| Scheduled remote support | |||
| Support Ticket | |||
| Live Chat | |||
| Global Hotline: +1 929 2351282 | |||
| Dedicated support engineer | |||
| Work in your time zone | |||
| Direct email communication | |||
| Welcome Reward : Priority-1 Support Service Coupon x 1 #3 | |||
| Eligibility | Valid maintenance #2 | ||
| Resolution | |||
| Urgent known issue resolution | 2 business days | 1 calendar day | 1 business day |
| Urgent unknown issue cause identification | 5 business days | 3 calendar days | 3 business days |
| Non-urgent issue cause identification | 8 business days | 5 calendar days | 5 business days |
| First response | 8 business hours | 4 hours (during CloudBacko office hours *) 8 hours (outside CloudBacko office hours) | 4 business hours |
| Support Hours | |||
| Support hours | 16 x 5 (0900 to 0200 GMT+8) | 24 x 7 | 16 x 5 (0900 to 0200 GMT+8) |
| Priority Escalation | |||
| Jump the queue, Support case escalated to the 1st Senior Tier-2 position | N/A | N/A | ✔ |
| Proactive Support | |||
| Continuous system monitoring | ✘ | ✔ | ✘ |
| Free usage of monitoring software ** | ✘ | ✔ | ✘ |
| Problem Solving | |||
| Scheduled remote support | ✔ | ✔ | ✔ |
| Communication Channel | |||
| Support Ticket | ✔ | ✔ | ✔ |
| Live Chat | ✔ | ✔ | ✔ |
| Global Hotline: +1 929 2351282 | ✔ | ✔ | ✔ |
| Dedicated support engineer | ✘ | ✔ | ✔ |
| Work in your time zone | ✘ | ✔ | ✘ |
| ✘ | ✔ | ✘ | |
| Direct email communication | ✘ | ✔ | ✘ |
| Exclusive - New Premium Support Subscriber | |||
| Welcome Reward : Priority-1 Support Service Coupon x 1 #3 | N/A | ✔ | N/A |
Remarks:
* CloudBacko's office hours are from 0900 to 1800 (GMT +8) Monday to Friday.
** Use of Zabbix monitoring tool.
#1 Premium Membership Fee - Please contact our sales for details.
#2 Create a Support Ticket if you want to purchase the Priority-1 Support Service. If within 14-days you subscribe to Premium Membership after purchasing the Priority-1 Support Service, you can apply $300 USD from the Priority-1 Support Service to the cost of the Premium Support subscription fee.
#3 Welcome Reward is only applicable to new Premium Membership subscriber who have never rebate from Priority-1 Support Service.