The Elastio Proactive Support Policy is provided to all customers with a subscription and is designed to ensure that our customers receive the best possible service and support. We continuously monitor all Elastio events for each customer’s Tenant, including researching cyber threat indicators, backup SLA failures, backup failures and other signs of compromise as soon as they occur.
The Elastio team communicates with customers via the support channel in the Elastio Tenant, email and for advanced cases, schedules a video conference with the customer team.
It is important to note that while Elastio works on a best-effort basis, we are not responsible for remediating any issues that may arise. Our focus is on identifying and alerting the customer to potential issues as soon as possible, allowing them to take the necessary steps to address them.
We are committed to providing our customers with the highest level of service and support. Our proactive support policy is an essential part of this commitment and is designed to give our customers peace of mind that their data is being protected and monitored at all times.