You can really enjoy the level of customer service they had in the good old days.

Teradactyl maintains a 100% customer retention rate! If you're tired of the level of support you receive from your backup vendor, then switch to Teradactyl where your business and organization is sincerely valued.

- Kristen J. Webb, Chief Technology Officer

Support you can count on

If you require additional support during certain times of the day or week (even off hours) and know in advance, scheduled support units may be just what you need. Perfect for system upgrades and migration to new platforms. Customers with an annual maintenance agreement that does not cover the time that you wish to schedule, can contact Teradactyl technical support engineers by purchasing Scheduled Support Units.

Units are reserved in eight (8) hour increments. The customer purchases scheduled support blocks for a $100.00 non-refundable fee. This fee provides for one (1) hour response time during the reserved time window and includes one (1) free hour of technical support with each block purchased. Additional hours of technical support within the scheduled time can be purchased at $100.00 per hour billed in fifteen (15) minute increments. Additional scheduled support blocks can be purchased to further extend standby coverage. This program is available at any time including weekends and Teradactyl recognized holidays. This program offers significant savings over Unscheduled Incremental Support Units and may be a cost effective alternative to a plan upgrade. These hours must be reserved at least two weeks prior to scheduled coverage.

If your business is seasonal, you require around-the-clock support during peak times of the year, or want to extend the protection of your Standard, Silver, Gold, or Partner Maintenance Plans*, Anytime coverage can help you through these times. This program is only available to customers with a maintenance plan. These customers can contact Teradactyl technical support engineers outside of plan hours by purchasing Anytime Support Units. This program is generally available at any time including weekends and Teradactyl recognized holidays. The targeted initial response time for Anytime Support Units are listed below. The price for Anytime Support Units is $400.00 per hour billed in fifteen (15) minute increments with a $400.00 minimum.

Teradactyl makes every effort to meet the off hour customer needs ("Anytime Support") but availability is not guaranteed outside of maintenance plan hours unless scheduled support units are purchased. If 24 Hour support, Monday through Friday (excluding weekends and Teradactyl Holidays) requires a service level guarantee, Gold Maintenance should be purchased. If your organization requires a service level guarantee on a continuous basis, e.g. 24 Hour support, seven days a week including Teradactyl Holidays, our Platinum Maintenance Plan should be purchased. The Gold and Platinum Maintenance programs include call center infrastructure to meet service level guarantee requirements. Please contact Teradactyl or your authorized sales representative for more information.

In most instances, an entity will elect to maintain a Standard, Silver, or Gold maintenance plan for each Department within the organization that has deployed one or more TiBS Backup Servers. This structure provides each department with a designated number of support contacts (depending on the level of support for the plan) and permits individual departments to increase availability to Teradactyl support resources as required by their specific operating needs without obligating other licensed members within the entity to maintain the same contractual support level. Each support plan has a specified minimum annual contract price to cover our necessary infrastructure costs. The minimum contract prices are as follows:
Standard Maintenance Plan: $750 USD minimum annually
Silver Maintenance Plan: $5,000 USD minimum annually
Gold Maintenance Plan: $15,000 USD minimum annually
Platinum Maintenance Plan: $45,000 USD minimum annually