How we provide support


#1

We provide support 7 days a week. This puts you in direct contact with a specialist and is the quickest way to resolve your query.

BOBcloud online backups (scroll down for FileSync support)

Does BOBcloud provide phone support?

If you are a Service Provider customer, we provide inbound and outbound phone support for technical and account management queries.
All other services have ticket-based support 7 days a week. You can open a support ticket anytime here https://control.bobcloud.net/submitticket.php?step=2&deptid=2

I am a Service Provider. How do I phone Tech Support?

If you are a Service Provider customer, your query will be resolved quicker if reported online rather than with a phone call. This is because we need to take you through phone security checks before we can start working on your fault.

If we think a phone call is the best way forward, we will instigate that ourselves. You can, of course, still call us if you want to.

You will find our phone number in the top right of your reseller portal here - https://control.bobcloud.net/
For security reasons, we require you to authenticate yourself using 2-factor authentication.
We will only start this process with the mobile phone number on your account.
You can add extra members of staff anytime.

I am not a Service Provider. How do I get Tech Support?

We are pleased to offer ticket-based support with technical staff seven days a week.

You can open a support ticket anytime here https://control.bobcloud.net/submitticket.php?step=2&deptid=2

FileSync

All FileSync support is provided via our online helpdesk (you need to login first).

Select the FileSync account you require assistance on. This allows us to identify your account on the system and also gathers system logs we will need to identify the problem you are reporting.

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Because we need to capture logs from our system, we cannot deal with FileSync support queries via direct email.

Abuse of our support system will result in suspension.
Thanks for your future assistance