SOS Online Backup operates a Global Technical Support service 24×7, 365 Days a Year. At all times, the Tier 1 Technical Support Representative will attempt to resolve the issue on the initial call. During certain time slots, including Weekends and Holidays, if an escalation is needed for a critical situation, Tier 2/3 Technical Support Representatives will be called in to participate in the resolution.
Our Service Level guideline is to respond to all technical requests within 2 hours of creation. If you have a Critical/Emergency type of issue, we recommend calling the SOS Online Backup Technical Support team.