Support Center

Welcome to the BackupAssist Support Center. Our support service is geared towards providing customers with prompt and effective technical support. Below are several methods to help you with any questions or issues you may have.

Support Search

Search all our resources from one location.

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1. Browse the Education Center

Browse the Education Center for a range of useful resources and product literature about BackupAssist.

Education Center topics include:

• Compatibility / requirements datasheets
• How-to / troubleshooting whitepapers
• Instructional videos

2. Search the Knowledge Base and Support Forum

Our Knowledge Base contains documents which outline solutions to common support issues. If you are looking resolve a specific issue or error message, please search our Knowledge Base.

You can also search the Support Forum for solutions, and post questions of your own if you require assistance.

3. Search the Troubleshooting Center

Our Troubleshooting Center contains information concerning BackupAssist error messages, such as authentication and login problems.

If you are looking resolve a specific BackupAssist error message, please search our Troubleshooting Center.

4. Email support

If you require assistance from one of our support staff, you can contact us via the Feedback and Support link in BackupAssist. A member of our customer support staff will contact you within 24 hours on business days.

If you are having a problem and require assistance from one of our support staff, please open the BackupAssist console and click Help > Feedback and Support. On the screen that appears (see below) please choose from the available options;

• Report a Bug: If you are experiencing a problem that you are unable to resolve
• Query: If you have a general question about BackupAssist
• Feedback: Send us your suggestions on things that can be added or improved in BackupAssist
• Help: Consult our detailed help files to try and resolve your issue or question

If you are unable to access the support section within the software you can contact us directly via email at for all other technical issues and queries.

5. Phone support

We are currently in the process of setting up an office located in the US to provide sales and technical support to our US and UK clients. Due to staff movements and relocation during this set-up process we need to temporarily modify the hours of support that we provide for our US and UK clients.
 
The hours of operation during the periods November 8-30 and December 24-31 will be as follows;

• US – Sunday to Thursday, 3pm to 11pm US/Canada Eastern Time (GMT -5:00)
• UK – Sunday to Thursday, 8pm to 4am UK Standard Time (GMT 0:00)

For the period December 1-22, 2007 and from January 2, 2008 onwards, our global hours of support will be;

• US – Monday to Friday, 9am-5pm US/Canada Eastern Time (GMT -5:00)
• UK – Monday to Friday, 2pm-10pm UK Standard Time (GMT 0:00)
• AU – Monday to Friday, 9am-5pm AU Eastern Standard Time (GMT +10:00).

By establishing an office in the US we will be able to provide better services for all users. We thank you for your understanding during this transition and do apologize for any inconvenience

If possible, please submit your query as detailed above before phoning support, as the information that is sent with your query may help our support staff to solve your issue more quickly.

Phone (only available during the global support hours listed above):

US/Canada – 011 61 3 9899 4681

UK/Europe – 00 61 3 9899 4681

Australia – 03 9899 4681

All other regions – +61 3 9899 4681

What does the plus sign (+) mean?
The international standard format for writing telephone numbers is + Country City Number. For example, +1 202 456 1111 or +44 20 7222 1234. The plus symbol indicates insert your international dialing prefix here. For the U.S. and Canada, it's 011. For UK and most of Europe, it's 00. There are several other prefixes used in various countries around the world.