How to get the best Customer Support in 4 easy steps.

Summary: Contacting any company for support can be an overwhelming and frustrating experience! To make sure you receive the best service possible from the BackupAssist Support Team, here are four easy steps to follow that will make things go smoothly when we receive your request.

Check that you have the latest release of BackupAssist for your version. You can review the latest release information from the following URL: http://www.backupassist.com/BackupAssist/download.php
Make sure you have closed the console and restarted the BackupAssist service. It is best to close the BackupAssist window, then go to services (start > Run > Services.mmc) and restart the BackupAssist service, as this can often resolve problems caused when jobs appear to “freeze” or “hang”. The BackupAssist service will be listed as either BackupAssist Service or zBackupAssist Service.
For the next step of troubleshooting, we will need you to supply us with a copy of your diagnostics. This will provide us with your configuration details as well as any log files needed to simulate your set up and run some tests on your installation. To send us diagnostic information:
1. Go to Contact Support (at the bottom-left corner of the console) -> Contact Support.
2. Fill out the contact form and ensure that the Submit system diagnostics checkbox at the bottom is checked.
Make sure you have included a valid email address on the contact form! This will help us to reply to you as soon as we have any information on the issue you may be experiencing. The form also asks for a brief description of the issue you are reporting and filling this out will help us to get back to you faster with the correct information.

Get a response in less than 24 hours!

Once we receive your completed contact form and system diagnostics, our technicians can begin to review your configuration and if necessary perform additional testing. Our turnaround time for a response is no more than 24 hours from receipt of diagnostics.

We also welcome emails and calls with any questions you may have regarding configuration and performance, so if you have anything that you would like to address with us, please just let us know! With your feedback we can continue to strive to create the best Customer Support user experience and BackupAssist product possible, so please feel free to email us at support@backupassist.com anytime!