Support Options
Click Here to order or renew your Support Package.
Annual Support contains valuable services that can help make your Remote Backup Service successful and competitive. Almost all public Remote Backup Services keep their Annual Support in force. The benefits are well worth the price.
Basic Support Package
Web-Based Support - When you need help, enter a support case in our online Help Desk at our web site. You will receive your answer by email. Live telephone support is available in our Priority Support Package.
24-hour Response Time - You will get a response usually within 24 hours of your request, except for weekends and holidays.
Software upgrades - You will get all upgrades, security responses, and service packs at no charge.
Server Locator Service - for running your RBS Server on a Dynamic IP Address, backup DNS service, and IP Routing Service to your RBS Server. The Server Locator allows you to easily move your RBS Server in the event of a disaster at your Server Site. CLICK HERE for more information on the Server Locator Service.
The Service Provider's Forum - This online discussion forum is invaluable to those operating a commercial Remote Backup Service. Here you can carry on discussions - live or delayed - with other RBS Providers around the world. Share ideas, tips, and techniques. Download marketing materials and software. The Forum's messages are recorded and indexed so you can easily look up topics by key words.
Priority Support Package
Includes everything in Basic Support plus...
Live Telephone Support You can have access to an RBS Support Engineer by telephone. If we are busy we might have to phone you back, but you will be placed at the head of the line for a return call. For the quickest service possible, please file your support request and get a support ticket number prior to your call.
Live Online Chat Support You can have access to an RBS Support Engineer from the Live Chat icon on our website. If we are busy we might have to phone you back, but you will be placed at the head of the line for a return call. For the quickest service possible, please file your support request and get a support ticket number prior to your IM.
Live Remote Help Support Engineers can use our Bomgar Live Support appliance to log into your RBS Server by remote and adjust it for you. (Live remote support is at the discretion of the Support Enginner, and is not our first line of support.)
Faster Response Time Priority Support gives you quick access to Tech Support. Response times will vary from immediate to four hours, depending on our work load. Priority customers have priority over Basic customers.
RBS Referral Network - When you qualify we'll send you customers who come to us through our high-ranking popular Search Engine listings. Just one referral can more than pay for your Support Package. Click Here for info on the RBS Referral Network.
Emergency Hot Site Service - Our Emergency Hot Site Servers are available for RBS Service Providers whenever a natural disaster effects your data center. If your RBS Server goes offline because of a natural disaster, we can temporarily take backups from your customers at our Hot Site so your business doesn't suffer further. Click Here for info on the Hot Site Service.
Remote Help Desk Service - You can remotely access and control your client's computers. The ultimate in convenient customer service is included with your Priority Maintenance Subscription. SSL Encryption for security, seamlessly passes through routers. Other companies charge $70/year per computer. One popular service charges $1248/year for 25 clients. RBS gives you this valuable service for ALL your clients as part of your Priority Maintenance Subscription. (More info here...)
Pay Per Case
Priority Support Case - Priority Support is available on a per-case basis during regular business hours. This includes a 2-hour response time from a live tech support technician during normal business hours.
After Hours Support - After Hours Support is available. This includes a 4-hour response time from a live tech support technician after hours, on weekends, and holidays. A technician will be automatically called immediately after you order.
Hourly Support - For special requirements including custom programming, training, and other tasks.
On-Site Support - We will send a technician to your site for a per-diem rate plus expenses. Call for more information.
Your RBS software will continue to operate if your Support Package expires. However, some services will stop, including your Server Locator service, and priority technical support.
Click Here to order or renew your Support Package.
Compare Support Plans
| | Priority Support | Basic Support |
| Help Type | Live Phone/Email | Web-Based |
| Response Time | 2 hrs or less | 24 hrs |
| Server Locator | Included | Included |
| Referral Network | Included if Qualified | No |
| Emergency Hot Site | Included | No |
| Remote Help Desk | Included | No |
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