BakBone's Global Technical Support team of highly skilled technicians are available 24 hours a day, 7 days a week. These experts are able to assist with any issues regarding the BakBone suite of products on supported hardware platforms and operating systems, including Network Attached Storage (NAS) and Storage Area Network (SAN) environments.
NetVault: Backup Free Use Edition developed for Enterprise Linux includes access to BakBone's Knowledge Base self-help support portal.
Both NetVault: Backup SMB Subscription Edition and NetVault: Backup Enterprise Subscription are available in Standard and Premium Subscription support options.
| Free Subscription | Paid Subscription |
||||
| Standard | Premium* | ||||
| BENEFITS | Knowledge Base | Yes | Yes | Yes | |
| Product Documentation | Yes | Yes | Yes | ||
| SELF HELP | Independent BakBone User Group | Yes | Yes | Yes | |
| Self Paced Getting Started With NetVault: Backup Tutorial | Yes | Yes | Yes | ||
| Web Based Case Management (Customer Support Portal) | No | Yes | Yes | ||
| Phone & Email Access | No | 8x5 | 24x7 | ||
| Initial Response Time | Severity 1 Severity 2 Severity 3 Severity 4 |
N.A. N.A. N.A. N.A. |
< 1 working hour < 2 working hours < 4 working hours < 8 working hours |
< 1 hour < 2 hours < 4 hours < 8 hours |
|
| TECHNICAL SUPPORT |
# of cases per year | N.A. | Unlimited | Unlimited | |
| # of authorized contacts | N.A. | Unlimited | Unlimited | ||
| Product Upgrades and Updates | Yes | Yes | Yes | ||
| Product Notification Program | Yes | Yes | Yes | ||
| PROFESSIONAL SERVICES AND TRAINING |
Training | Optional | Optional | Optional | |
| Implementation Services | Optional | Optional | Optional | ||
| ANNUAL SUBSCRIPTION PRICING |
FREE | See Subscription Options | |||
* The Premium Subscription option may not be available in some countries. Please consult with your local reseller or BakBone sales representative.