Annual Support & Maintenance - Questions & Answers
What does my Annual Support and Maintenance contract cover?
Customers who purchase a one-year Annual Support and Maintenance (ASM) contract will receive
- One full year of toll-free business hours phone support from within the US
- One full year of 24x7 web ticket support
- One full year of no-cost updates and upgrades of your Retrospect software products released during the term of the contract.
How do I register my Annual Support and Maintenance product?
You can register your ASM product via http://www.retrospect.com/en/products/register
How do I access support?
Please have your 16 digit ASM reference number available, and contact us via our Retrospect Support site, which includes a knowledgebase, discussion groups, and webtickets: http://www.retrospect.com/en/support or submit a webticket at: http://www.retrospect.com/en/support/contact
Phone support for current ASM customers:
Phone Support
| Asia-Pacific and Japan | ||
|---|---|---|
| Australia | 1-800-757-361 | 9 am-5 pm CET |
| Japan | 0721-21-4589 | Mon-Fri 09.00-14.00 |
| Europe, the Middle East and Africa | ||
| Austria | 1-800-757-361 | 9 am-5 pm CET |
| Portugal | 800-180-067 | 9 am-5 pm CET |
| South Africa | 0-800-981-227 | 9 am-5 pm CET |
| Sweden | 020-791-768 | 9 am-5 pm CET |
| Switzerland | 0800-802-532 | 9 am-5 pm CET |
| United Arab Emirates | 8000-3570-2578 | 9 am-5 pm CET |
| Rest of Europe | 31207219220 | 9 am-5 pm CET |
| UIFN | 0080099997070 * | 9 am-5 pm CET |
| North America | ||
| Local | 925-476-1030 | Mon-Fri 9 am-4:30 pm EST |
| Toll Free | 888-376-1078 | Mon-Fri 9 am-4:30 pm EST |
*This Universal International Freephone Number (UIFN) must be dialed as it is displayed, with both leading zeros.
See the Customer Support Schedule for our holiday schedule through the year.
How do I receive product?
When a new product version or a product update becomes available, you will receive an email instructing you on how to receive your copy. If you do not receive this email, please contact Customer Service via web-ticket at: http://www.retrospect.com/en/support/contact
How do I renew my support contract?
Contact your preferred reseller or purchase a new one-year support contract through our
on-line store.
If you need help with your renewal part numbers contact 888-376-1078 or
sales@retrospect.com