Get Technical Support

Create Case on Support Portal

This section contains instructions on creating a new ticket via Support Portal for Managed Backup users.

Create Support Case To create a support case:

1. Open Management Console.
2. In the Help menu click Support or submit a ticket through the Support Portal at support.msp360.com.

3. Click Open a Case.

4. Select the type of support case
   • Select Technical product issue for all cases related to MSP360 product usage
   • Select Licensing / Sales for all queries related to subscriptions or sales.

5. Select the support case priority

6. Complete the page of the support case form.

7. Once the form page is complete, click Next.

8. Have a look on suggested Knowledge Base Articles, one of them can contain the solution. In case the suggestions are not useful, click Next.

9. Attach logs and screenshots related to the issue.

10. Click Create Case

After the case is created, an automatic confirmation email will be sent to your registered email address.

You can view all your cases in the Support Portal

Refer to the complete information about the Support Portal usage to the following article

Support Portal Updates Explained

Please note that in the current implementation, there are two versions of the Support Portal:

• Support Portal for Managed Backup customers which is accessed from the Managed Backup portal by clicking the Support button in the Help menu.

• Support Portal for the users of the Standalone version of MSP360 (formerly CloudBerry) Backup which is accessed via the direct link.

Managed Backup and Standalone customers have different support SLAs and technical support is not available by default for Standalone customers and is purchased separately.

We use two versions of the Support Portal to distinguish the Managed Backup customers from Standalone users to qualify and prioritize the requests properly. As a Managed Backup customer, you need to log in to the support portal via SSO from the MBS portal by clicking the Support button as explained above.

Other Contact Methods

• Technical Support Email: For initial contact, we strongly recommend using the Support Portal above. If you need to email, you can reach us at: support@msp360.com

• Contact Form. If you have issues with accessing the Support portal or any problems with creating a support ticket or checking our replies, reach out to us using our Contact form.