BackupEDGE Technical Support
Microlite Technical Support Policy
Microlite has made available many support procedures and documents to assist you in the installation, set-up and successful administration of BackupEDGE. There is a sophisticated on-line help feature in the program itself, multiple chapters in the print manual, and our website, which contains a tech support section that answers many frequently asked questions.
In addition to the printed material, the following procedures apply for accessing our technical support specialists.
LICENSED PRODUCTS UNDER SUBSCRIPTION
A one year Support and Maintenance Subscription comes with each new BackupEDGE 3.x retail license. The Support and Maintenance Subscription includes:
- Telephone and email technical support while under Subscription.
- No charge product upgrades while under Subscription.
- No charge cross-platform upgrades while under Subscription.
- Products have continuing access to the Microlite upgrade server during the course of a Subscription, simply by entering a new activation code into EDGEMENU which is provided with an Extension or Renewal. See our Upgrades / Updates page for more information.
Support and Maintenance Subscription Renewals and Extensions can be purchased and are highly recommended. The cost is $175.00* to extend a current Subscription, or $250.00* to renew an expired Subscription on 3.x products. The extension/renewal form can be downloaded by clicking HERE.
Please have the product serial number available when contacting our support department. The Support and Maintenance Subscription one year period begins when the activation code is generated or when the first pre-sales support call is answered, whichever is earlier.
PRE-SALES / EVALUATION PRODUCTS
Those who have installed an evaluation copy of BackupEDGE are welcome to contact our support department for assistance in set-up and configuration of the product. Technicians can be accessed via e-mail at support@microlite.com. Our telephone support hours are 8:30 am to 5 pm United States Eastern Time. Telephone support is available for 60 days from the date of first contact for users running an evaluation program. Upon calling Microlite, please indicate that it is a Pre-Sales situation. The receptionist will gather your information and you will be directed to a technician. In the event a technician is not available, your call will be returned as soon as possible.
AUTHORIZED RESELLERS
Resellers who are registered with Microlite are entitled to no charge technical support when calling on behalf of clients, as long as the client license is under a current Support and Maintenance Subscription. Please contact our support department at support@microlite.com. Telephone support is available between the hours of 8:30 am and 5:00 pm US Eastern time.
LICENSES NOT UNDER SUBSCRIPTION
Non-priority E-mail support is available at any time to anyone running BackupEDGE. Please include your serial number and all relevant information, i.e. operating system version and patches, hardware being used, BackupEDGE release, etc. in any e-mail support requests.
Support can also be purchased on an as-needed basis. The charge will be $250.00 per hour billable in 15 minute increments of $62.50. There will be a minimum of 15 minutes charged for each call. Payment can be made using Visa, MasterCard, Discover or American Express.
Contact Microlite Technical Support at:
- 724-375-6711 (Phone) M-F 8:30am – 5pm EST
- 724-375-6908 (Fax)
- support@microlite.com
* All prices are listed in US Dollars.