However, I do accept, this is a speculative comment.CrashPlan is designed to silently and automatically back up the files you store on your computer from work or home, unattended, automatically. Judging by their approach to support call hours (see point 1, above) and the way in which the web support ticket lifecycles go, I would be more than surprised if they offered any kind of remote support assistance, via one of the plethora of remote support tools, such as Webex or LogMeIn, like most other service providers do, these days. However, their ticketing system not only doesn't allow us to set a case severity level, when opening or editing a ticket, but doesn't even include what the current severity level is on the ticket!4. 'How we handle support requests' details the severity levels their case management operates around. All they don't have is the will to use the data already at their disposal.ģ. Almost every bullet point in the list is a piece of information they will already have. Web support requirements details a long list of technical information for us to provide in the case, that the systems already employed by CrashPlan should be able to provide to the case technicians automatically. For a company that offers a global service, to operate strictly on a US CDT office hours for phone support is positively archaic, in a world that has been globalised, with global companies offering 'follow-the-sun' support services for decades already, is pretty woeful.Ģ. Responses can be somewhat terse, when they eventually happen, sometimes getting absolutely nothing for days, in Web tickets and often with back and forth streams of questions, over days.Just looking at their KB article about their 'Support policy' immediate should ring alarm bells: ( issues identifiable here are:ġ. Should you need to actually contact support then things only get worse. Their support documentation, whilst plentiful, is often filled with inconsistencies and inaccuracies, especially when trying to work out which documents refer to which products. However, if you encounter any issues or have any reason to contact their support expect things to not go particularly well. Customer Identity and Access Management (CIAM)ĬrashPlan is essentially a set and forget backup tool that appears to do the job it is intended to.Sales Incentive Compensation Management.Integration Platform as a Service (iPaaS).

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