Support Policy

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 support hours are 10:00 AM until 6:00 PM (Eastern Standard Time). However, we are on call 24 hours a day, 7 days a week for any emergency situation.

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 via email at support@backjack.com or via phone - toll-free in North America at 1 888 421 0220 or Internationally at + 1 519 599 5020. During regular support hours, all support issues will be responded to in the order of urgency. We make our best effort to respond to all support issues within 4 hours during regular support hours. If you have an emergency situation (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 to this message in a timely fashion. 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 + 1 519 599 5020 or 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.