Backup Fast, Recover Faster

Backup Fast, Recover Faster

StorageCraft Support StorageCraft Solutions and StorageCraft Support—Working Together to Ensure Business Continuity

StorageCraft® ShadowProtect® offers you total control of your backup and disaster recovery. Get the most out of ShadowProtect by including StorageCraft Support—if your disaster recovery plan includes after-business-hour needs, make sure you're ready in advance.

Options That Fit Your Needs

StorageCraft offers a variety of support options designed to meet your unique needs.

  • Standard Support (Maintenance)

    ShadowProtect products* come with a Maintenance Agreement that includes one year of Standard Support. With Standard Support, our partners can rest assured they'll receive a response within two business hours or less when an emergency-level support case is submitted Monday through Friday (excluding U.S. holidays) between 7 a.m. and 7 p.m. in partner's local time zone. Additionally, during the maintenance period, partners have free access to all software updates and upgrades. Standard Support can be renewed annually.

    * MSP subscriptions include Standard Support while the MSP subscription is in effect.

  • Premium Support

    As an add-on to active Standard Support, Premium Support features 24/7 service and ensures a telephone response within one hour for any emergency-level support case submitted. Plus, our technicians will work with you over the phone and online. Please note: Premium Support is available in North America (in English) only and is not available on ShadowProtect IT Edition or MSP licenses.

  • Incident Support

    Ideal for Managed Service Providers, Incident Support provides single issue support when you need it most. Available in single or multipacks, this option allows you to arrange for backup support only when you need it. Just like Premium Support, Incident Support features 24/7 service and ensures a telephone response within one hour or less when an emergency-level support case is submitted. Incident Support can be used whether or not there is an active Standard Support Maintenance Agreement in place. Please note that Incident Support is available in North America (in English) only.

  • Free Emergency 24/7 Support with Training Purchase

    The StorageCraft Academy equips StorageCraft partners with the education they need so they can offer disaster recovery solutions to their clientele. Membership in StorageCraft Academy now includes complimentary 24/7 Support for emergency-level cases, because even experts in training need a little support from time to time.

Local, Reliable Experts

StorageCraft backup and disaster recovery software is backed by an internal team of highly trained and experienced technical support experts. Based in the United States, our experts are closely tied to StorageCraft product developers, ensuring they have access to all the resources they need to assist users with a full range of technical issues. These factors allow StorageCraft to provide fast, efficient support every time.

Want to learn more or get your hands on a printable document?

Data Sheet - an overview of support options

FAQ - frequently asked questions

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