Technical Support for our partners is of utmost importance at Datto. With our full US-based support team, we are able to offer the best customer service during newly extended hours along with emergency support around the clock. Whether you need help troubleshooting an issue or want to run through an off-site virtualization test, we are here to help you.
Support Hours
Normal Business Hours: 8 a.m. to Midnight ET Monday - Friday
Emergency Support Hours: 24/7/365
Holidays
Reduced support is offered on the following holidays:
- Martin Luther King Jr Day
- President's Day
- Memorial Day
- Independence Day
- Labor Day
- Veterans Day
- Thanksgiving Day
- Christmas Eve
-
Christmas Day
Priority Levels
Every support ticket is given a priority level set by the partner or Datto support engineer. Datto reserves the right to verify the priority level set by the partner. The following levels are available:
Emergency - This priority is used outside of normal business hours for an issue that directly impacts business function and hinders normal operation such as a server being down. Email emergency@dattobackup.com outside of business hours to receive a response within 1 hour.
Urgent - Issues that directly impact business function and hinder normal operation during normal business hours such as a server being down are urgent. A support engineer will respond within 1 business hour.
High - Issues that impact business, but do not hinder normal operation such as a Datto appliance being down or an appliance having no space available for additional backup. A support engineer will respond within 4 business hours.
Normal - Issues that do not impact normal business function, but cause problems with backups such as failed backups or error messages. A support engineer will respond within 6 business hours.
Low - Issues that do not impact business or backup function, but may cause problems in the future, such as warnings are low priority. This also includes issues that are not critical or have no time constraint. A support engineer will respond within 10 business hours.
Support Types
Datto offers several ways to contact our Technical Support team. Whichever method you choose, please be ready to provide the following information:
- Serial Number of the Device
- Detailed Description of the Issue
- Accompanying Error Messages (if any)
- Steps to Replicate the Issue
- Priority Level
Ticket System: Go to helpdesk.dattobackup.com and click ‘Submit a Request’ to open a ticket. Provide the information listed above and submit the ticket. A support engineer will reach out to you within the specified timeframe for the selected priority level. If a support engineer does not receive a response from the partner, they will make two additional attempts to contact the partner before closing the ticket after 5 days of inactivity.
Email Support: Email support@dattobackup.com. This will automatically open a ticket in our ticket system. Provide the information listed above and send the email. A support engineer will reach out to you within the specified timeframe for the selected priority level.
Telephone Support: Call 877.455.6015 to receive phone support from 8 a.m. to midnight ET Monday through Friday. All calls will be answered based on their priority and the order they are received. Before calling support, please attempt to troubleshoot the issue. Please be sure to have the device information and details listed above on hand. This will ensure we provide the best support possible.
Emergency Support: If you have an issue after hours, please email emergency@dattobackup.com. A support engineer will contact you within 1 hour of receiving the email to help get you through the emergency. Please have as much information on hand as possible to help the support engineer troubleshoot the issue.
Remote Troubleshooting and Monitoring
All Datto support engineers are able to use permissions-based remote troubleshooting and monitoring to access your Datto devices. This empowers our engineers to quickly and efficiently identify and respond to all your support needs.
Partner Responsibilities
Our support engineers are here to help partners with Tier 2 and 3 level support. We expect our partners to provide Tier 1 support to their end-users before contacting Datto. Partners should have a strong working knowledge of the Datto appliances at each of their clients’ sites as well as the clients’ network setup. This includes a strong working knowledge of Windows systems and settings. All initial troubleshooting steps should be taken by the partner prior to reaching out to Datto’s support team.
Support Service Limitations
While Datto makes every effort to fully support our partners, there are a few services we do not offer. Our support engineers will only work with our partners directly. We do not provide support to our partners’ end-users. That is the sole responsibility of our partners.
Customizations to the normal function of the Datto appliance, such as software changes, are not available. Datto appliances are intended for use as a BDR solution.
