We send a customer satisfaction survey after a support ticket is closed. When a ticket is marked as Solved, you receive an automated notification email. After four days, the pending ticket is automatically marked as Solved, as explained above.The ticket is marked Pending if the technical support agent requires additional input from you.If you reply to a closed ticket, our ticketing system creates a new follow-up ticket.If you respond before the ticket is closed, the ticket is marked as Open for additional work with our technical support team. After two days, the solved ticket is automatically marked as Closed.The ticket is marked Solved if the technical support agent provides a solution to the original issue.When a technical support agent provides a response to a submitted ticket, one of two changes occurs: You request information, report a documentation error, or a recommend a product improvement, but there is little to no impact on the operation of the software. The impact is an inconvenience, which may require a workaround to restore functionality. You experience a minor loss of service, which results in a partial, non-critical loss of functionality of the software. Operations can continue in a restricted fashion, although long-term productivity might be adversely affected and there is no temporary workaround. You experience a complete loss of service and/or encounter one of the following scenarios: You cannot reasonably continue your work. Here is how our technical support agents determine priority when prioritizing support tickets: Severity Level Depending on the priority, responses may be made more frequently. Technical support agents try to update tickets at least once every business day. Tickets are addressed according to priority of the issue. Our technical support agents actively monitor and triage incoming support requests. Click the Chat now link above and scroll down to the 'Chat' button. We also offer the opportunity to chat directly with a technical support agent. Cloud backup destinations that you use (CrashPlan Central or the CrashPlan cloud).Screenshots of relevant settings or error messages.Detailed description of the question or problem.Email address (or username) of affected user accounts.Computer ID ( GUID) of affected devices.Product name (CrashPlan for Small Business).

Code42 support number