World Class Customer Service

AppAssure understands the importance of your applications to the health of your business and we stand ready to deliver world-class customer service 24×7 365 days a year. We strive to provide prompt, reliable and friendly service either online or via a live call.

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Software Customer Service Plans

AppAssure is committed to providing the absolute best customer service in the industry. In backup & disaster recovery, application and server outages don’t always conveniently occur during business hours on weekdays. That’s why we offer live support 24×7×365. We’re here when you need us. Choose from the following options below:

Gold Service

  • Periodic maintenance updates for one year.
  • Live support: Access to customer service engineers from 8am to 8pm (ET), during normal business days.
  • AppAssure strives to answer every support call with a live person, however if we cannot, all calls will be responded to within 2 business hours.
  • Unlimited Access to the AppAssure Customer Service Portal, support.appassure.com to track incidents, review latest product release notes and updates and search our knowledge base.
  • Includes all minor release product upgrades at no additional upgrade charge.

Platinum Service

All benefits of Gold Service, plus:

  • After-hours service: Outside the hours of 8am to 8pm (ET) on business days, support is provided via live answering service.
  • Emergencies: 24×7x365 access to customer service engineers. AppAssure will respond to all calls within 2 hours.
  • Non Emergency Weekend Support: AppAssure will respond to any tickets opened online within 24 hours.

Remote Deployment Service

The one-time deployment service assists customers with the initial installation and configuration of Replay. The service is purchased in 4 hour increments and is performed by a deployment engineer via a remote session. AppAssure can put you in touch with one of our certified partners for more comprehensive configuration and deployment services. Please contact AppAssure sales for more details.

Contacting Customer Service

Gold Customer Service: 8am-8pm ET, except weekends and major US holidays.

Platinum Customer Service: 24×7x365

Web: https://support.appassure.com
Phone: +1 (703) 480-0100

After-hours emergencies: Call 703-480-0100 for server failure emergencies outside normal business hours, including weekends and holidays. Be sure to provide your full contact details including name, company, ticket number (if available), phone and mobile number, and a description of your emergency.

When you contact AppAssure Customer Service be prepared to provide the following:

  • Name, company name, phone, and email address.
  • AppAssure software product(s): version and build numbers, stage of deployment.
  • Operating environment, Windows version(s).
  • Network environment.
  • Issue description: area, symptoms, start/end date/time.
  • Issue characteristics: frequency, trigger, extent, history.
  • Impact assessment: current condition, functional impact, urgency.
  • Error message(s).
  • Steps taken to troubleshoot the case so far.

AppAssure Customer Service Portal

Visit the AppAssure Customer Service portal support.appassure.com to request access. Use the Request Account link to request access to the support portal.

Dashboard

The Dashboard tab provides links to the most frequently used portal features:

  • Create support tickets and review status and details of all tickets.
  • Search the Knowledge Base or read the most recently posted articles.
  • View up-to-the-minute information about new updates and releases.
  • Download the latest builds and patches for your installed products.
  • View the list of current account administrators.

Customer Portal Dashboard

Customer Portal Dashboard

Account

  • View your current service contract and renewal dates.
  • Modify your accounts and portal access accounts.

Support Tickets

The Support tab lists all open tickets for the account. View ticket status and add additional information/files as necessary; you can also export ticket information to a downloadable file. Attach supporting documents, logs and screenshots to the ticket.

AppAssure Knowledge Base

Empower yourself by accessing the AppAssure Knowledge Base. Designed to be the first step in customer service, the Knowledge Base is a repository of helpful technical documents that provide 24×7x365 online technical service. The Knowledge Base captures years worth of technical expertise from AppAssure customers, engineers, and partners. Topics range from product architecture to project implementation:

  • Product how-to guides
  • Troubleshooting instructions
  • Reference Guides

AppAssure Knowledge Base

Customer Service Exceptions

AppAssure customer service does not include deployment services including, but not limited to, installation, reinstallation, deployment of software and hardware and troubleshooting network and storage environments. In such cases, Deployment Services are available; please contact AppAssure sales for more details.

Customer service does not provide technical support for third-party software or hardware but we will help identify the issue. The customer will be requested to log the outstanding case with the relevant third-party vendor.

Upon the release of a major product version, AppAssure Customer Service will continue to support the most recent major release of the product version (numbered to the left of the decimal point) for a minimum of one year. Notice of discontinuation of support will be provided.

Policies and Procedures for Changes to the AppAssure Environment

After an AppAssure software deployment has been completed, the flexibility of AppAssure solutions allow customers to make changes to their environment. To ensure that software conflicts do not arise, AppAssure Customer Service engineers are available to help with potential change(s) to the customer’s servers, network, storage infrastructure and applications even if these changes appear to be unrelated to the AppAssure solution.

This assistance is not a part of service contract and will be charged at standard AppAssure deployment services rates. While most changes are simple, require no downtime, and will not impact the environment, other changes may be more involved. If not performed properly, modifications such as moving the repositories, adding third-party utilities or adjustments to the network infrastructure can adversely affect the production environment and could cause backups to fail. For modifications that a customer service engineer determines are minor, AppAssure Customer Service will provide assistance via telephone at no extra charge. If the customer service engineer determines that the task is other than minor, AppAssure Deployment Services assistance may be suggested and made available at additional cost.


  • "AppAssure's support has been incredible. What this tells us is that AppAssure is committed to the customer and that we don't have to worry about things not working."
    Amin Ladha
    CIO,
    Washtenaw Community College
  • "I have called tech support for a few problems but they were caused by me - I tend to get a little overzealous with my retention policies. The support guys there are awesome, really patient and really nice."
    Doug Sattler
    Systems Administrator,
    Best Friends
  • "AppAssure technical support has provided outstanding hand-holding. Whenever we have questions they are very quick to respond. It's nice when your vendor shares your commitment to customer service."
    Mike Salim
    VP and Chief Technology Officer
    ADTI
  • "AppAssure's support team is phenomenal!"
    Brad Russell
    Systems / Network Engineer,
    Datamax/Micro
  • "Post installation the tech support has been awesome! They are brilliant. You phone them up and they get back to you really quickly. They get things fixed."
    Peter Hammerl
    IT Administrator,
    Hamilton Port Authority
  • "There was one time I couldn't recover a folder that had been deleted. I called AppAssure technical support and they helped me fix the problem right away."
    Alan Weiss
    Network Engineer,
    Kalmbach Publishing
  • "AppAssure completely understood what I was talking about and came up with a way to turn off the snapshots for a period of time. They make using Replay even easier."
    Alan Weiss
    Network Engineer,
    Kalmbach Publishing
  • "Support was fantastic. AppAssure really takes a vested interest in making sure that their software is running well."
    Rich Frangiamore
    Network Administrator,
    Imagine Schools
  • "AppAssure's technical support team was really good, very knowledgeable."
    David Henninger
    Manager of IS,
    Lloyd Gosselink
  • "We´ve always been happy with the support ... if you really need to talk to somebody right away, there´s always someone right there for you."
    Eric Sagerdahl
    IT Analyst,
    Walden House
  • "It´s nice to know there´s someone knowledgeable to talk to. No one likes to do backups and it´s great when a product just...works."
    Carlos Luceno
    System Analyst,
    University of Maryland
  • "The support team is great. They really know the technology. And even though they´re on the East Coast and I´m in California, they get in touch with me after their work day has ended. They´re right on it."
    Jim Poehlman
    Director of IT,
    Ubicom
  • "Our servers didn't meet the minimum requirements so tech support helped me install an earlier version of Replay, take a snapshot, then upgrade Exchange. I'm really busy so I could only work on things a bit at a time. Tech Support stayed with me the whole way."
    Mike Price
    Director of IT,
    Shelly Automotive Group
  • "I believe in this product. I feel more confident about all my systems, and AppAssure's tech support has been great!"
    Barry Jalbert
    MCSE
    S.E.Urological Center