Datto Support

1. Click Chat with us. A message will inform you to use the chat widget in the lower right hand corner of the main screen.

2. Click Close to close the dialog box.

3. Click the Chat with Us widget.
   

4. In the chat window, select Datto BCDR from the Product drop-down list so that you can be contacted by a Datto BCDR specialist.
   

5. Click Start Chatting.

1. Click New Request. The New Support Request form will open.

2. Fill in the fields with all necessary information and ensure that you select Datto BCDR from the Product Class drop-down list.
   

3. Add an attachment if necessary. You can also add attachments once the case is created.

4. Click Submit.

5. To view and manage your cases, click Case. To view a case, click the Case Number or Subject.
   

The General Phone number is listed in the Call Us tile, but for a specific product's contact number, select View All Product Phone Numbers.

The Datto phone numbers are also listed on Datto's contact page. This lists the primary phone numbers for US and Canada, as well as the numbers for product specific support to skip the organization navigation.

You should submit a case if you have encountered a software defect (bug) or if assistance is still required after reviewing the Knowledge Base articles. Refer to What is a defect (bug)?.

NOTE  If you have an idea for a new feature, do not open a case with support. Please instead visit the Datto Continuity Ideas page in the Kaseya Community and vote for an existing feature request or create your own.

A software defect is an error or fault in the product that causes it to produce an incorrect, unexpected result or error message, or to behave in unintended ways. This may or may not have a business impact. The severity varies and is expressed in the case priority. Refer to What are the Support case (ticket) priority definitions?.

When the Support team receives a defect case, they will attempt to reproduce the error and document the circumstances under which it occurs. They will attempt to find a workaround so that you can continue to use the product. They will then assess the impact of the issue on Datto's partners and assign an appropriate priority setting. Refer to How does the Support team determine defect priority?.

Datto will make commercially reasonable efforts to resolve all defects.

When a defect is confirmed, it is given a priority. This is done by evaluating various factors. This ensures that defects are resolved in such a way that it reduces impact to Datto's partners.

The following factors are taken into account:

• Functionality: The level of functionality and/or service availability loss the defect creates.
• Quality of workaround: A measure of the ability to achieve business function without a fix in place.
• Number of incidents: The number of incidents associated with the defect.
• Detectability: How likely a partner will experience this behavior when using the product.

• Urgent: A system-wide issue or outage preventing major business functions for multiple users. Stops business. The use of the product is completely degraded.
• High: A time-sensitive technical issue or perceived defect that inhibits daily business workflows. The use of the product is significantly degraded.
• Medium: A standard service request, technical issue, or perceived defect that potentially inhibits business function. The use of the product is slightly degraded.
• Low: A non-urgent service request, technical issue, or perceived defect. The use of the product is not degraded. All enhancements.

Once a defect has been confirmed, the Support team will contact you and explain the priority assessment. Support resources are based on a variety of factors including the case priority, type of issue, technical complications and time since the issue was reported. You can reach out to your Account Manager to discuss a possible service escalation, to bring support management attention to the case and confirm that it is being addressed appropriately and the proper amount of resources are dedicated to the issue.

You can keep track of your cases in the Datto Help Center. Once you are logged in, click the Case tab and then click the Case Number or Subject of a case to view it.

If the Support team finds that the issue you reported is a feature request or improvement to the current functionality, they will direct you to raise this on the Datto Continuity Ideas page in the Kaseya Community so they can understand your business case and also measure feedback from other partners.

You can check Datto's service status information on the publicly available Status Page. This site provides current system status for each product, incident alert information, and details on upcoming releases and maintenance releases. You have the option to subscribe to proactive email updates.