Our support guarantee provides the next step in letting you truly relax; knowing your backups are safe and retrievable no matter what. We at BackJack thrive on providing the best live support we can, exceeding your expectations, and proving our dedication. Our guarantee ensures that your support issues will be addressed by our staff at a standard unmet by the rest of the industry. Failing our terms, we vow to provide you with extra free time added on to your subscription.

While we house live support throughout the week from 10am - 6pm (Eastern), our support staff is ready around the clock to handle your urgent issues, because we know how disaster feels about timing. On top of that, during our in-hours, we're picking up the phone in 18 seconds, and answering e-mails in under 2 hours; a best-in-class response rate. We strive to offer outstanding support as well as ensuring our software and service meet your needs.

This page is not aimed at the moment you want to backup, but helping you realize and assess the moment you need to recover. 

Backups won't do much good if you can't get them back, that's why we place so much importance on support, so you can make less clicks, and hear less rings.

We aim to be completely upfront about our hours of support, type of support offered, how to request support, how we offer support and, most importantly, and how to request support in an emergency situation, which you will be able to find at the bottom of the page.

How our Support Guarantee works for You

BackJack’s support guarantee is designed to ease our clients’ minds in the event of a support situation. It’s quite simple, we promise to respond to your problems, questions, and concerns as quickly as possible, or you get extra time added on to your BackJack 5 subscription.

How quick is quick?

• We will respond to all in-hours email with a 4 hour turnaround
• We will pick up your in-hours call within 18 seconds, or if we’re busy, we’ll call you back within 2 hours
• Any after-hours email will be replied to before 1PM (Eastern) the next day
• Non-urgent after-hours voicemail will be responded to before 1PM the next day, or your preferred time, and lastly;
• Urgent phone calls out of hours will page a support staff and have a response within 30 minutes. 24/7.

   

Or else what?

• If we can’t answer your e-mail like we promised, we’ll tag one extra day onto your subscription, free of charge, any time it happens.
• If we can’t return your phone call, we’ll tag an extra week onto your subscription.
• If you’re in a disaster situation, and we haven’t lived up to our guarantee, BackJack will give you an entire month, tagged onto the end of your subscription, free of charge.

Hours of Support

How We Offer Support

How To Request Support