Technical Support

Overview

Datto’s award-winning U.S. based technical support team is an essential part of our offering, providing a knowledgeable customer support staff that is accessible during daily extended hours and around the clock for emergency support situations. Direct to Tech^TM is Datto’s commitment to providing customer support as quickly as possible, linking Partners directly to an experienced technical person that can solve the problem promptly. This efficient system limits wait time and resolves issues quickly. Whether you need help troubleshooting an issue, or want to perform an off-site virtualization test, Datto is here to help you.

Cloud Operations

Datto’s Cloud Operations Center based in Connecticut is a state of the art facility that is capable of managing every single off-site Datto device and every rack-based data center storage device from a central network operations center. The center monitors micro level information such as device temperatures and hardware health, and macro level information such as national weather, power grid outages, and Internet traffic. The Cloud Operations Center is backed by a redundant secondary site located within our east coast Data Center, should the need arise.

Hours

Normal Business Hours: 24/5  Monday – Friday

Emergency Support Hours: 24/7/365 Holidays with reduced support:

Priority Levels

Each support ticket is assigned a priority level set by the Partner or a Datto support engineer. Datto reserves the right to verify the priority level set by the Partner. The following levels are available: Emergency: Issues that directly impact business function and hinder normal operation outside of normal business hours, such as a server being down. A support engineer will respond to an emergency email within 1 hour. Urgent: Issues that directly impact business function and hinder normal operation during normal business hours, such as a server being down. A support engineer will respond within 1 business hour. High: Issues that impact business, but do not hinder normal operation such as a Datto device that is down or a device with no space available for additional backups. A support engineer will respond within 4 business hours. Normal: Issues that do not impact normal business function, but cause problems with backups such as failed backups or error messages. A support engineer will respond within 6 business hours. Low: Issues that do not impact business or backup function or do not have a time constraint, but may cause problems in the future, such as warning messages. A support engineer will respond within 10 business hours.

Support Contact Methods

Datto offers several ways to contact our Datto Technical Support team. Whichever method you choose, please be ready to provide the following information:

• Serial Number of the Device
• Detailed Description of the Issue
• Accompanying Error Messages (if any)
• Steps to Replicate the Issue
• Priority Level (Defined as: Emergency, Urgent, High, Normal and Low)

Ticket System

Datto’s ticket system is a convenient way to submit requests for support. Simply visit: helpdesk.dattobackup.com, provide the information listed above, and click ‘Submit a Request’ to open a ticket. A support engineer will reach out to you within the priority level’s specified timeframe to help you resolve the issue.

Email Support

Email support@dattobackup.com. This will automatically open a ticket in our ticket system. Provide the information listed above and send the email. A support engineer will reach out to you within the specified timeframe for the selected priority level.

Telephone Support

Call 877.455.6015 to speak with a live Datto support engineer 24/5, Monday through Friday. Before calling support, please first attempt to troubleshoot the issue. Please be sure to have the device information and details listed above on hand. This will ensure we provide the best support possible.

Emergency Support & Communications

If you have an emergency after hours, please email emergency@dattobackup.com. A support engineer will contact you within 1 hour of receiving the email to help get you through the emergency. Please have as much information on hand as possible to help the support engineer troubleshoot the issue. Datto has a special twitter account that can be monitored for up to the minute status updates in times of extraordinary circumstances such as widespread service outages. Communication feeds can be monitored by visiting: https://twitter.com/dattooperations

Remote Troubleshooting and Monitoring

All Datto support engineers are able to use permissions-based remote troubleshooting and monitoring to access your Datto devices. This empowers our engineers to quickly and efficiently identify and respond to all your support needs.

Partner Support Responsibilities

Our support engineers work directly with Datto Partners on Tier 2 and 3 level support issues. It is the responsibility of Datto Partners to provide Tier 1 support to their end-users before contacting Datto. Partners should have a strong working knowledge of the Datto devices at each of their clients’ sites as well as the clients’ network setup. This includes a strong working knowledge of Windows systems and settings. All initial troubleshooting steps should be taken by the partner prior to reaching out to Datto’s support team.