Onboarding and Support Programs

This chapter contains a brief description of Managed Backup onboarding service and support programs and covers the following topics:

Onboarding

We offer professional onboarding to prepare your backup environment for production use and to provide you with the confidence to back up and restore professionally. Support services include the following:

  • Configuration of backup settings based on industry best practices as determined by our experts’ knowledge. Coverage includes configuration of cloud storage, backup plans, retention policies, remote deployment, notifications, and reports
  • Testing for backups and restores
  • Answering any additional questions you may have to keep your Managed Backup Service subscription organized

The onboarding service includes at least 5 screen-sharing sessions to set everything up correctly to help you avoid common errors and save your time and money.

You can select the payment mode (Monthly or Annual) within the first purchase only

Support Programs

All customers with an active maintenance agreement in effect, regardless of their program, are entitled to contact support to open a case via email or web and open a support case.

MSP360 offers the following support response programs:

  • Evaluation Support: Available for the first 30 days while you are evaluating our software, Mon-Fri 8 am – 5 pm, the Evaluation Support program provides technical support services by phone, web, or email to customers with valid trial license during the official evaluation period
  • Standard Support: Available Mon-Fri 8 am – 5 pm, the Standard Support program provides software support services along with product upgrades and updates
  • Premium Support: Available on purchase, the Premium Support program provides 24x7x365 software support services along with product upgrades and updates. The Premium Support program ensures faster response time for critical issues to our customers

Purchase Onboarding

The onboarding service is available for a USD500 one-time fee. You can purchase the Onboarding package using the Management Console. To do this, proceed as follows:

  1. Open the Management Console.
  2. In the Organization menu, select Licenses.
  3. Click Buy New Licenses.
  4. Select the Onboarding check box, then click Buy.
  5. Proceed to payment.

You can select the payment mode (Monthly or Annual) within the first purchase only. This will affect all your future purchases.

Also, you can purchase Onboarding without access to the Management Console. To do this, open the MSP360 Managed Backup Onboarding document, then click Buy Now or Get the Onboarding. Specify the same email that you used for the Managed Backup and proceed to payment. Contact our sales team at sales@msp360.com if you have any questions on Onboarding

Purchase Premium Support

Premium Support is billed on a monthly basis. You can purchase the Premium Support package using the Management Console. To do this, proceed as follows:

  1. Open the Management Console.
  2. In the Organization menu, select Licenses.
  3. Click Buy New Licenses.
  4. Select the payment mode (Monthly or Annual). This will affect all your future purchases.
  5. Select the Premium Support check box, then click Buy.
  6. Proceed to payment.

Contact our sales team at sales@msp360.com if you have any questions on Support Programs

To learn more about license management, refer to the Manage Licenses chapter.