Support Center

Documentation, Knowladge Base, FAQ

Learn more: Knowledge Base ico

Support Guide

img

Xopero offers two support programs Upgrade&Maintenace and Premium. All our customers with active support in effect, regardless of its level, are entitled to contact support team via ticket system (web), e-mail or phone.

Phone support is available Monday - Friday 8 a.m. - 4 p.m. (CET). You can e-mail us with any issue anytime and we will reply within 24 hours.

In addition to english support, we offer 1st 2nd and 3rd level technical support services in polish and italian.


Get started

How to submit a request

To submit a request (a ticket) you need to be prepared to provide the following information:

  • email address,
  • description of the problem - as detailed as it’s possible,
  • name of the backup solution,
  • application version,
  • licence version,
  • and provide additional files like - log files or image files (print screens).

Frequently Asked Questions

Does Xopero QNAP Appliance, Xopero Backup&Restore, Xopero Cloud and Xopero Cloud Personal license includes technical support, update, upgrade and maintenance?

Yes. It includes Support Upgrade&Maintenance for one year.

What is Support Upgrade&Maintenance?

It is a service provided by Xopero which includes update and upgrade of the application and technical help of our support team. In case of lifetime license - Support Upgrade&Maintenance is valid for one year and can be renewed afterwards (it is not obligatory). In case of subscription license - it is valid for the whole subscription period.

Support Upgrade&Maintenance assumes contact with Xopero Team from Monday to Friday between 8am-4pm, via phone, email, ticket system.

What is Support Premium?

It is an additional service provided by Xopero which includes update and upgrade of the application and technical help of our support team. In case of lifetime license - it costs 25% of the license price in the first year and 50% for the following years. In case of subscription it costs additional 25% of the license price. It is a not obligatory service.

Support Premium assumes contact with Xopero Team 24/7/, via phone, email, ticket system. Also the maximum reaction time is reduced to 8 hours.

What is the difference between Support Upgrade&Maintenance and Support Premium?

The differences: in case of Support Standard - Xopero Team is available to users only on working days during working hours while the users who purchased Support Premium have 24/7 support and additionally the reaction time is quicker (reduced to 8 hours in case of Support Premium while it is 48 hours for Support Standard).

How much does Support Upgrade&Maintenance cost?

In case of lifetime license it is free during first year and it costs 25% of the license price in the following years. In case of subscription it is always included in the subscription price.

How much does Support Premium cost?

In case of lifetime license it costs 25% of the license fee in the first year and 50% for the following years. In case of subscription license it always cost 25% of the license price.

How can contact with Xopero technical support?

Via phone, email, ticket system - all contact information can be find here.

Does Xopero Free Forever license includes technical support?

No, we do not provide technical support for free products. However freemium users have the access to our knowledge base.

Start your free trial now