Our products come with a Maintenance Agreement that, for perpetual licenses, includes one year of Standard Support. For annual subscription and MSP subscription licenses, Standard Support is included for as long as the subscription is in effect.
With Standard Support, you’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) during StorageCraft's normal business hours. Additionally, during the maintenance period, you have free access to all software updates and upgrades. Standard Support can be renewed annually.
As an add-on feature for perpetual licenses with active Standard Support, Premium Support features after-hours emergency-level support and contact by the technical support team within two hours for any emergency-level support case submitted. Please note that after-hours support is in English only. Premium Support is not available on ShadowProtect® IT Edition or MSP licenses.
After-Hours Emergency Support
Ideal for managed service providers, After-Hours Emergency Support ensures a telephone response within two hours when an emergency-level support case is submitted. Partners can buy a monthly subscription for After-Hours Emergency Support through the MSP Portal. A year commitment is required. Please note that after-hours support is in English only.