Our Support Guarantee
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.
The purpose of BackJack's support policy is to inform you of our dedication to providing and exceeding your support expectations. We do this by striving to offer outstanding support as well as ensuring our software and service meet your needs. This document outlines hours of support, type of support offered, how to request support, how we offer support and, most importantly, how to request support in an emergency situation.
Hours of Support
Our 'Live' Support hours are 10am - 6pm Eastern (7am - 3pm Pacific). We are available on-call for our clients 24/7, so if you have an emergency and need immediate assistance, please call and leave a message and we will respond as quickly as possible.
Type of Support Offered
BackJack offers unlimited support at no cost. We support anything related to the use of our software/service; from registering for an account, to assisting in a disaster situation where a reinstallation and recovery are required. Although we are Mac specialists, our expertise lies with BackJack; therefore, we do not support third party Mac products or the operating system itself. Also, while we can offer backup guidelines, it is not in our best interest to instruct clients with specifically what should and should not be backed up from their Mac(s). These decisions remain the responsibility of the individual user.
How to Request Support
You can request support during and/or outside of our regular support hours by email at support@backjack.com or by phone: toll-free in North America at 1 (888) 421-0220 or Internationally at +1 (519) 650-1559. During regular support hours, all support issues will be responded to in priority sequence. As part of our support guarantee, we promise to respond to all support issues within 4 hours during regular support hours. If you have an emergency (backup failure, recovery situation, etc.) that requires immediate assistance outside of our support hours, we ask that you call and leave a message indicating the support issue and its urgency. A support representative will respond any urgent issues within 1 hour. Only phone calls are responded to outside of our support hours (evenings and weekends).
How we Offer Support
BackJack offers support via email at support@backjack.com, phone: toll-free in North America at 1 (888) 421-0220 or Internationally at+1 (519) 650-1559, as well as online by visiting the Support page via our website.
All of our support representatives are trained and willing to assist you with any support issue. Whether you have a question about the operation of our software, your account profile or recovering your files, we encourage you to call and/or email our support center for assistance at any time. We would be happy to help.
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.
