You can download a copy of our support policy here.
Enterprise: Elastio’s highest level of support is tailored for enterprises with complex environments. It offers access to Technical Account Managers (TAM) and monthly check-in calls. This premium service is priced separately.
Express: This service is included with all Elastio subscriptions and offers proactive support and best-effort response times at no additional cost.
PROACTIVE SUPPORT
Your subscription includes proactive support, where the Elastio support team continuously monitors your deployment’s health around the clock. Currently, 98% of identified issues are resolved without customer involvement. In cases requiring updates or further diagnosis, the support team proactively contacts the customer to discuss the next steps.
HOW TO ENGAGE ELASTIO SUPPORT
In cases where you need to engage Elastio support, our team is accessible from 8 AM to 5 PM EST through your tenant console via online support or support@elastio.com. We aim to respond to your requests within a few minutes. If escalation is needed, we address it within our team, elevating any urgent issues to the on-call team for immediate attention.
Our support team will automatically escalate an issue under the following conditions:
A ransomware detection or malware scan alert. These are automatically investigated by our incident response team.
Failed ransomware detection or malware scans caused by an Elastio software issue.
Backup failures caused by an Elastio software issue.
Your tenant has been severely impacted, and the Elastio status page hasn’t yet been updated.
You have been hit by a cyberattack, and you need an immediate lockdown of your tenant accounts.
You suspect that the security of your Elastio tenant account(s) has been compromised.
Example of events not escalated
You need non-urgent support (e.g., queries, how-to’s, etc.)
You are locked out of your account and can’t log in.
You are having issues with ransomware detection and malware scans, backups, or recoveries, but it isn’t related to an Elastio software issue.
You are waiting for support via normal channels but haven’t had a response yet.
You’re having a tenant service outage, but the Elastio Status Site already acknowledges the outage.
RESPONSE TIME
Enterprise: Support engineers will respond to technical issues within four hours of opening a support case. For critical issues classified as Priority 1 (P1), the response time is reduced to one hour. In the case of critical issues, your TAM will establish a communication bridge with your team, facilitating the coordination of necessary Elastio resources for a prompt resolution.
Our service availability is 99.9% of the time each month, not including scheduled downtime.
Express: Support engineers respond to inbound technical issues submitted through online support or support@elastio.com within two business days of a chat request.
P1 Critical Issues
Tenant down
Failed ransomware scan
Failed recovery
Customer requests for recovery assistance post-attack
You can request an escalation of an issue via online support.
ABOUT ELASTIO
Elastio’s platform ensures that your live data and backups are clean, uncompromised, and recoverable from ransomware attacks.
Elastio reverse-engineered over 2300 ransomware families and developed the most comprehensive ransomware detection engine capable of pinpointing ransomware down to individual variants and files. Our advanced behavioral analytics model thoroughly examines your data for ransomware, malware, and corruption, providing the means for a secure recovery through point-in-time restoration of applications and data to a verified clean copy.
With a proven track record of tens of billions of ransomware scans, our agentless platform empowers customers to validate the integrity of their live data and backups across AWS, Azure, and VMware. This includes securing critical areas of enterprise risk — core workloads, production databases, and object storage, ensuring that your data remains clean, uncompromised, and recoverable.
Go to www.elastio.com for more information.
This service is offered with the disclaimer that this is a benefit but not a right. Support for the escalation channel may be revoked or limited for any reason, especially in the situation of minimizing disruption to the team. Still, we will try to understand the context first.
The escalation channel should really only be used as a last resort, and certainly no more than once per event, and not if our support team has already acknowledged an issue. The on-call team will acknowledge the issue and keep you updated at regular intervals.
Of course, if it really is an emergency, then that’s what the team is there for. We’re here to ensure that Elastio is as available and minimize disruptions to your service.
Although the on-call team is alerted immediately, they might not be able to respond immediately. We aim to respond within 15-30 minutes, but this is not guaranteed. However, we do promise that you will get an acknowledgment/reply.
You need to be logged into your Tenant Console to get support. Click the Intercom link on the bottom right to ask questions or request help. Optionally, send an email to support@elastio.com.
