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Catastrophes, disasters, and server down have the highest level of support, getting same day priority. File restoration, retrieval, or backup issues are considered medium level, and are given one business day priority. General questions are assigned as two business day priority. Support can be initiated via internet or toll free number. There is no fee for ongoing support of contracted customers during the hours of 9am to 6pm EST, Monday through Friday, excluding national holidays.

SLA based on Category

Low = Within 2 business days

Medium = Within 1 business day

High = ASAP