At eSilo, we are committed to providing responsive, knowledgeable customer support to help ensure your
data backup services run smoothly. This policy outlines the scope of standard support and our approach
to troubleshooting issues that extend beyond our core responsibilities.
Standard Support Coverage
Client service plans include up to 30 minutes of remote troubleshooting support per issue. This time is
intended to diagnose and resolve issues directly related to the backup software and its normal operation.
In the case of a backup recovery, the 30 minutes is intended to assist with the initiation of a remote
restore.
Extended Troubleshooting Support
If it becomes clear that the issue is not caused by the backup software itself (or other eSilo software),
and resolution will require additional time, we will notify you before proceeding. Examples of out-of-scope
issues include, but are not limited to:
● Local network configuration errors (e.g., IP conflicts)
● Firewall or proxy blocking/throttling
● Application or system software conflicts
● Anti-virus interference
● Outdated or missing Windows updates
● Client use of unsupported or outdated software
When these or similar issues are identified, continued troubleshooting will be billed on a time & materials
basis, according to the following rates:
- Standard (Mon–Fri, 9 AM–5 PM ET) at $199/hour
- Emergency (<2-hour response or outside standard hours) at $300/hour
Rates are subject to change without notice. Billable work will be confirmed with the client before it begins.
Empowering Fast, Fair Support
This policy ensures we can efficiently serve all clients while remaining transparent about the boundaries
of our included support.
It also allows our support team to quickly refer non-backup-related issues to the right eSilo team members
(e.g. for general IT support, missing cybersecurity protections, and reviews of compliance with HIPAA,
IRS Rule 4557, SOC2, FedRamp, & more).