Get Technical Support

Create a Case on the Support Portal

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

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 support case form.

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

8. Review the suggested Knowledge Base articles, as one of them may contain the solution. If the suggestions are not helpful, 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.

For complete information about using the Support Portal, refer to the following article.

Support Portal Updates Explained

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

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

• The 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. Technical support is not available by default for Standalone customers and must be purchased separately.

We use two versions of the Support Portal to distinguish 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 prefer email, you can reach us at support@msp360.com

• Contact Form: If you have trouble accessing the Support Portal, creating a support ticket, or checking our replies, reach out to us using our Contact form.