INFRASCALE TECHNICAL SUPPORT

We are committed to our customers, delivering on their needs, and exceeding their expectations.
How can Infrascale Support assist you today?

Common Support Actions

1. Search the Knowledge Base:

OR Browse the documentation, tutorials, FAQs, and How-Tos:

2. Login to Dashboard

Login to Dasboard

3. Read Release Notes

4. Download Software / Agents

Download Now

Contact Support for Assistance

Customer Success Help Center

Click here to access your open ticket history, chat with us securely, or send us a new request!

Call Support:

US Partners: +1 877.896.3616 or
+1 571.601.2400
UK Partners: +44 800.160.1454

Email:

support@infrascale.com

Our Philosophy

The very last moment you need the stress of uncertainty is in an emergency. Infrascale has worked hard to build and bring you the best possible disaster recovery and backup solutions, but our work with you does not stop with servers and software.

The Infrascale Support Philosophy is simple: we want to be your predictable, personal, proficient, and proactive disaster recovery experts. That’s a great line, but what does it actually mean?

PREDICTABLE

Infrascale provides reliable connections, reliable response times, and reliable solutions. Infrascale support agents will work right alongside you to assist you in finding a satisfactory solution, every time. You can always depend on the reliability of Infrascale support.

PROFICIENT

Infrascale support agents are experts in their field. Our agents will take ownership of the issue at hand and they will work to ensure that you have every tool you need to continue the success of your business.

PERSONAL

Infrascale Support is ‘people powered’: our customers are not merely customers, but our partners. You will never be treated as just a case number or another metric to be achieved. Your success is our success and we believe that together we can help make your business more secure and more reliable.

PROACTIVE

Infrascale has both an onboarding and outreach team whose functions are to proactively assist you in managing your services. Our onboarding team will work with you when you initially connect with Infrascale to ensure your services are fully integrated and functional. Our outreach team is always working in the background to ensure that any potential issues are resolved before you are even aware they existed.

Infrascale Support is here for you. Let us know how we can assist you.

TAKE YOUR INFRASCALE SUPPORT EXPERIENCE TO THE NEXT LEVEL PREMIUM SUPPORT SERVICES NOW AVAILABLE

Guided Disaster Recovery Testing:

You’ve invested in a great DR solution and you feel prepared. But are you ready? Have you tested your solution? We’re here to help ensure your DR Playbook can handle disaster!

Guided Disaster Recovery Testing Datasheet

Infrascale BDR Staff Retraining:

Infrascale BDR Staff Retraining provides you with confidence that the knowledge level of your IT staff remains high – even when you experience turnover and change in your organization.

IBDR Staff Retraining Datasheet

TAKE YOUR INFRASCALE SUPPORT EXPERIENCE TO THE NEXT LEVEL PREMIUM SUPPORT SERVICES NOW AVAILABLE

Hours of Operation

 CHATSPHONESEMAIL
Monday – Friday8am – 8pm EST8am – 8pm EST24 hours
Saturday & SundayNo coverageP1/critical issuesNo coverage

Hours of Operation

Statement of Support
Details responsibilities, service-specifics, and expectations for how we provide customer support
Hardware Warranty Policy
Enumerates the specifics around support/warranty of appliances
Service Level Agreement
Elaborates on our commitment to product & service performance
Fair Use Policy
States IBDR-specific details for fair usage and overage handling of protected storage
Legal Page
See all terms, privacy and policy documents
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