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. In addition, 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.

SUPPORT POLICIES

BackupEDGE licenses do not expire or stop working on the server and hostname for which they have been licensed and activated. Each license does fall under one of three support categories...

• Licensed Products Under Sbscription
• Licenses Not Under Subscription
• Support End Of Life

LICENSED PRODUCTS UNDER SUBSCRIPTION

Each new BackupEDGE license includes a Support and Maintenance Subscription valid for from one to five years depending on the part number licensed. 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.
• No-charge re-Activation of licenses under normal circumstances while under Subscription. Please see our Re-activation Policies Page.
• Products have continuing access to the Microlite upgrade server during the course of a Subscription.
• The ability to extend a current Subscription at a reduced rate (see next paragraph).

Support and Maintenance Subscription Extensions and Renewals can be purchased and are highly recommended. The cost is $225.00* to extend a current Subscription for one year, or $375.00* to renew an expired Subscription on 3.x products for one year. The Extension / Renewal form can be downloaded by clicking HERE. Subscriptions may be extended or renewed for up to five years.

Please have the product serial number available when contacting our support department. The Support and Maintenance Subscription period begins when the activation code is generated or when the first pre-sales support call is answered, whichever is earlier.

Support and Maintenance Subscription Extensions and Renewals are tracked internally by Microlite, and a new Activation Code is issued which, when entered into BackupEDGE via EDGEMENU, allows continuing access to the Microlite update servers.

LICENSES NOT UNDER SUBSCRIPTION

Non-priority Courtsey E-mail support may be requested by those running BackupEDGE for 5 years after their last Support and Maintenance Subscription expires. After 5 years, the license moves under a Support End Of Life policy as shown below. If requesting non-priority support, please be sure to 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. Please note that support may no longer be available on some products; The only solution to a problem may renewing to renew a Subscription and update to a newer product release.

Telephone support can also be purchased on an as-needed basis. The rate is $300.00 per hour.

For BackupEDGE 3.x products for which a Support and Maintenance Subscription is still available, this is billable in 15 minute increments of $75. There will be a minimum of 15 minutes charged for each call.

SUPPORT END OF LIFE / LICENSES NO LONGER SUPPORTED

BackupEDGE 03.0x

BackupEDGE 03.0x licenses whose Support and Maintenance Subscription expiration date reaches 5 years (making the license a minimum of 6 years old without renewed support) automatically move from "LICENSES NOT UNDER SUBSCRIPTION" status to "LICENSES NO LONGER SUPPORTED" status.

Currently, BackupEDGE 03.0x licenses with a Support and Maintenance Subscription that expired prior to:

have been moved to "LICENSES NO LONGER SUPPORTED" status. E-mail support is no longer available.

Emergency telephone support is still available on an as-needed basis. The rate is $300.00 per hour, billable in 30 minute increments of $150.00.

Support and Maintenance Subscription Renewals for these licenses are NO LONGER AVAILABLE. New retail licenses (which include Support and Maintenance Subscriptions) must be purchased to use a later release of BackupEDGE.

BackupEDGE 02.0x

On December 31, 2016,all BackupEDGE 02.0x licenses moved from "LICENSES NOT UNDER SUBSCRIPTION" status to "LICENSES NO LONGER SUPPORTED" status. E-mail support is no longer available.

Emergency telephone support is available on an as-needed basis. The rate is $300.00 per hour, billable in 30 minute increments of $150.00.

BackupEDGE 2.x licenses are no longer upgradable. New licenses must be purchased.

BackupEDGE 01.0x

On April 1, 2010, all BackupEDGE 01.0x licenses moved from "LICENSES NOT UNDER SUBSCRIPTION" status to "LICENSES NO LONGER SUPPORTED" status. E-mail support is no longer available.

Emergency telephone support is available on an as-needed basis. The rate is $300.00 per hour, billable in 30 minute increments of $150.00.

BackupEDGE 1.x licenses are no longer upgradable. New licenses must be purchased.

LICENSE RE-ACTIVATION

Please note that under most circumstances, including product updates and bare metal disaster recovery, it is not necessary to contact Microlite Corporation to re-activate a BackupEDGE license. Please see our Re-activation Policies page for more information on this subject.

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 9:30 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 9:30 am and 5:00 pm US Eastern time.

All prices listed are in US Dollars. Payment can be made using Visa, MasterCard, Discover or American Express.

Contact Microlite Technical Support at:

• 724-375-6711 (Phone) M-F 9:30am – 5pm EST
• support@microlite.com

For re-activation, contact Microlite Product Registration at:

• 724-375-6711 (Phone) M-F 9:00am – 5pm EST
• registration@microlite.com

* All prices are listed in US Dollars.

Last Updated 2024-02-20