Code42 Incydr Customer Service and Support

Chuck_Mackey - PeerSpot reviewer
Director, Cybersecurity Consulting at a tech services company with 51-200 employees

We don't really talk to them much. We talk to them from time to time about the potentiality of moving to a different infrastructure environment, but that's about it.

Their customer service is a solid eight out of ten. There are always going to be hiccups. Sometimes, you put in a call, and you'd like to get a response sooner than later, but nobody is perfect. We don't expect anybody to be perfect, but we're happy with it, especially in comparison to some of the other vendors we work with. They're light years ahead of everybody else. They got a good team. The people that you talk to, they're not just reading off of scripts somewhere, walking you through. They're doing a decent job. They know the product.

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SS
Incident Response Officer at a educational organization with 1,001-5,000 employees

We have frequent contact with customer support. They have an instructor module that provides videos and an information package for users.

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it_user489426 - PeerSpot reviewer
Sr. Systems Administrator at a pharma/biotech company with 10,001+ employees
Customer Service:

The customer service has always been great from Code42. They have helped us with initial configuration and setup, deployments, and post deployment support.

Technical Support:

The technical support has been equally great. Code42 support is always very quick to response and provide solutions. Support staff is always polite and easy to work with.

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Buyer's Guide
Data Loss Prevention (DLP)
March 2024
Find out what your peers are saying about Code42, Fortra, Forcepoint and others in Data Loss Prevention (DLP). Updated: March 2024.
765,234 professionals have used our research since 2012.
it_user266166 - PeerSpot reviewer
Director of Information Systems with 501-1,000 employees
Customer Service:

The buying process was easy. Multi-year discounts sweetened the deal. Customer Service has mainly been a strong desire to learn about our uses of the product and gather feedback for improvement and engage with the Code42 customer base. This has been a refreshing approach from some other SaaS providers who say they value their customers.

Technical Support:

My team worked through any issues with Tech Support but I had no first hand experience. The product works, so I presume they resolved any support needs.

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it_user173670 - PeerSpot reviewer
Venture Center Senior Associate with 1,001-5,000 employees
Customer Service:

Great, I had one support instance that I needed help with, and they got back right away.

Technical Support:

Great, I had one support instance that I needed help with, and they got back right away.

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it_user411552 - PeerSpot reviewer
Information Technology, Parts Sales at a transportation company with 51-200 employees
Customer Service:

Great. I've barely needed any, but when I have, they've been very responsive. (Once again, I need a longer answer, but there isn't one. This field should probably just be a numeric scale...?)

Technical Support:

Also perfect, the few times I've needed to contact them.

(Really, IT Central Station, if you ask us to rate the level of technical support, and it's good, why do you need a wordy answer?)

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it_user391362 - PeerSpot reviewer
Sim Tech Lead at a healthcare company with 1,001-5,000 employees
Customer Service:

We have had positive and infrequent interactions with customer service, which is always a good sign. For questions/issues that are not pressing needs, their online ticketing system is sufficient and we generally get 1 reply per day. For serious concerns, their phone support is quick to respond.

Technical Support:

The Code42 Customer Champions have been knowledgeable in our few dealings with them. They will bring in colleagues to assist, as needed. They are also persistent and will continue to troubleshoot diligently for more complex issues until a resolution is reached.

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it_user361956 - PeerSpot reviewer
IT Manager at a tech services company with 1,001-5,000 employees
Customer Service:

Code42's Customer service team gets a 10 out of 10 any day of the week. This team consistently goes above and beyond to make sure that all issues are taken care of in a timely, user-centric manner.

Technical Support:

Code42's Techincal support team gets a 10 out of 10 any day of the week. This team consistently goes above and beyond to make sure that all issues are taken care of quickly. Their team's proactively alert us when their are issues and as a result, major issues have been averted.

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it_user351096 - PeerSpot reviewer
TSS with 1,001-5,000 employees
Customer Service:

I haven't had to deal much with their customer service, but they have always been prompt, professional, and able to solve my issues.

Technical Support:

CrashPlan Technical Support is absolutely outstanding. They know the product very well and are always able to provide prompt solutions or follow-ups.

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it_user526053 - PeerSpot reviewer
IT Officer at a non-profit with 501-1,000 employees
Customer Service:

They have excellent documentation on their platform but their site search is challenged. They actually recommend using Google to search their site to find the support documentation. Their live support has been excellent with fast response times and quick accurate answers to issues.

Technical Support:

They get high marks from me on support; 9 out of 10 (no one gets a 10 out of me for support). They are fast and responsive to problems, especially those where it is mostly my fault to begin with. They keep on top of their issues with frequent requests for updates on the issues and their solutions to them.

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it_user407556 - PeerSpot reviewer
Senior Security Engineer - Systems Management at a financial services firm with 5,001-10,000 employees
Customer Service:

I won't even bother rating them because they are in in a class of their own. Truly a wonderful organization to work with.

Technical Support:

I would rate the level of technical support above average. Everyone at Code 42 was great to work with. This is an excellent organization.

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it_user344262 - PeerSpot reviewer
Knowledge Manager/Technical Support Specialist at a consultancy with 5,001-10,000 employees
Customer Service:

I have had no need to contact customer service.

Technical Support:

N/A

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PC
Chief Information Officer at a financial services firm with 51-200 employees
Customer Service:

The level of customer service is very high. There is an on-line community if I need technical help, and the interface is very easy to use.

Technical Support:

I have not needed technical support.

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DP
Owner

The technical support is pretty good. We've had to deal with them just a couple of times. They help us with navigation if something isn't backed up or an issue like that comes along. Typically, it's an easy fix. It's just a restart of the service or something of that nature. They're very quick and efficient. We're satisfied with the level of service they provide.

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AW
System Administrator III at a university

Customer Service:

Pretty good. My rep keeps in contact with me, and they have an advocate hub where IT pros can mingle and help each other.

Technical Support:

It is very good! I have had nothing but good experiences with the tech support folks. They not only know their product, but they know other infrastructure products as well and how they may or may not mess with Code42.

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it_user628431 - PeerSpot reviewer
Director, Information Technology and Technical Support at a consultancy with 501-1,000 employees
Customer Service:

CrashPlan support is very quick to respond and the company in general seems highly engaged with customers. They appear ready to take feedback and present various ways to interact with the company.

Technical Support:

Technical support has always been reliable and efficient for us. We get fast, clear responses and have never felt we need to nag or hunt anyone down to get the info we need.

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it_user434397 - PeerSpot reviewer
IT Manager at a non-profit with 51-200 employees
Customer Service:

Customer service has been great. When setting up child organizations the first time I moved my profile to a lower child organization. Had to get tech support involved to move me back up. This

Technical Support:

Customer support is technical support as far as I have noticed. The only time I had to be routed to someone else was a rights issue. Chat function is very quick way to get a problem solved. Always got a native English speaking person. Very advance notice of any outages and in depth explanation of what functions will be affected.

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it_user262119 - PeerSpot reviewer
Assistant Director of University Card Services with 501-1,000 employees
Customer Service:

10/10. Code42 knows how to treat its customers right.

Technical Support:

10/10. Great tech support, although we rarely need it.

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it_user752553 - PeerSpot reviewer
Information Security Specialist at a construction company with 5,001-10,000 employees

Customer Service:

Customer service is awesome. I have had a couple tickets with them. They are very knowledgeable and responsive.

Technical Support:

Customer service is awesome. I have had a couple tickets with them. They are very knowledgeable and responsive.

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it_user261576 - PeerSpot reviewer
IT Director at a tech vendor
Customer Service:

Excellent. They have always been great on the phone, chat, or email.

Technical Support:

Excellent. They know their stuff and know how to communicate that with you and help you out.

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it_user619389 - PeerSpot reviewer
Senior Desktop Engineer at a tech vendor with 51-200 employees
Customer Service:

Their customer service has been outstanding. The communication is very open and consistent whenever we reach out.

Technical Support:

The technical support has been excellent. Even if the representative we were working with did not know the answer, it was quickly found through research or knowledge of other team members.

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it_user533700 - PeerSpot reviewer
End User Technology Manager at a healthcare company with 501-1,000 employees
Customer Service:

Top notch! Whenever we had questions or needed a bit of guidance, they were spot on with their answers and / or resolution.

Technical Support:

Top notch! Whenever we had questions or needed a bit of guidance, they were spot on with their answers and / or resolution.

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it_user420897 - PeerSpot reviewer
Senior Systems Engineer at a comms service provider with 51-200 employees
Customer Service:

Customer service is great. They preemptively reached out to me once the order has been submitted to make sure that if I have any questions, I have a technical resource to go to.

Technical Support:

Technical support provisioned the licensing and provided me a step by step guide to get it imported and active in the software. It also showed how to assign the cloud licenses directly to one user, or an entire group.

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it_user436632 - PeerSpot reviewer
Network and Database Manager at a tech services company with 51-200 employees
Customer Service:

We were noobies and were able to implement on our two campuses without issue. CrashPlan support is awesome and helped us. We are so very thankful for the stability and reliability that Code42's CrashPlan offers us. The Customer support offered is outstanding. I would rate the customer support a 10 out of 10!!!!

Technical Support:

We were noobies and were able to implement on our two campuses without issue. CrashPlan support is awesome and helped us. We are so very thankful for the stability and reliability that Code42's CrashPlan offers us. The Customer support offered is outstanding. I would rate the technical support a 10 out of 10!!!!

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it_user430326 - PeerSpot reviewer
Marketing Guru at a security firm with 51-200 employees
Customer Service:

We've never really interacted with customer service as the licensing and renewals can all be done through the Code42 website.

Technical Support:

The few times we've had to interact with customer support, it has been fantastic. These guys really know their product and it shows.

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it_user424716 - PeerSpot reviewer
BIM Manager at a construction company with 51-200 employees
Customer Service:

The purchasing process was very pleasant. All of my questions were answered. There were no surprises. Everyone that I have dealt with has been very courteous.

Technical Support:

I normally have great experiences with technical support. When you can get a support person to look at your log files, you can typically solve the problem pretty quickly. Most of the problems that i have encountered have been caused by drive failures.

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it_user392004 - PeerSpot reviewer
Manager, IT at a marketing services firm with 51-200 employees
Customer Service:

Customer service has been great with getting our license codes and getting up and running. Other than that we haven't had much contact with customer service, everything just works.

Technical Support:

I haven't needed technical support from Crashplan as the system has been so reliable. I do sometimes lookup information in the knowledge base for guidance. They could make the installation documentation a little easier to follow.

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it_user354342 - PeerSpot reviewer
Senior Systems Engineer at a real estate/law firm with 501-1,000 employees
Customer Service:

Customer service is amazing with Code42. Everyone is very willing to help and is very professional. They take pride in their product and see this as a value.

Technical Support:

Technical support is amazing. They are always there and whether i am using email or picking up the phone they were there. Tech support was /is very professional and extremely knowledgeable. They take pride in their product

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it_user349107 - PeerSpot reviewer
Senior Network Engineer at a real estate/law firm with 501-1,000 employees
Customer Service:

Customer service is amazing with Code42. Everyone is very willing to help and is very professional. They take pride in their product and see this as a value. There was virtually no hold time when contacting customer service at all.

Technical Support:

Technical support is amazing. They are always there and whether I am using email or picking up the phone, they were there. Tech support was/is very professional and extremely knowledgeable. They take pride in their product

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it_user337263 - PeerSpot reviewer
Owner/General Manager at a tech services company with 51-200 employees
Customer Service:

The customer service for this company is spot on. They have always answered any questions in a timely manner.

Technical Support:

I have not had to use the technical support services for this company. I would expect that it would be similar to the customer service we have received.

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it_user261405 - PeerSpot reviewer
Senior System Administrator at a university with 1,001-5,000 employees
Customer Service:

Excellent customer service and quick response times.

Technical Support:

Very good, very knowledgeable.

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AS
Manager, IT at a engineering company with 1,001-5,000 employees
Customer Service:

Customer service is great; the best I have had with any company. No joke. To date, it has been great. I would have a hard time finding another company that provided better support for their product on the first rollout.

Technical Support:

Technical support are professionals: 10/10.

Replies are timely and we're able to find solutions with their online support / resolve issues in two instances when I was looking for solutions at the end of the work day and tech was not available.

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RD
Customer Support Technician with 501-1,000 employees
Customer Service:

Excellent

Technical Support:

Excellent

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it_user262140 - PeerSpot reviewer
Network Administrator with 501-1,000 employees
Customer Service:

It's great! We haven't needed it much because it is such a great product.

Technical Support:

Their tech support is excellent.

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it_user569241 - PeerSpot reviewer
Sr. Desktop Engineer at a tech vendor with 51-200 employees
Customer Service:

Excellent! I've had great experiences with all the staff. From product trainers, the sales team and the support team.

Technical Support:

Supurb! They know their product inside and out. Also, you don't ever really need to call them because their support site has every answer you need.

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it_user408096 - PeerSpot reviewer
Dell KACE Advisory Board Member at a tech company with 10,001+ employees
Customer Service:

Absolutely fantastic, A++++ Would buy from again! ;) I don't really have anything else to say other than these guys are great, but this has to be 120 characters.

Technical Support:

I can't say enough about these guys, they know their software and they are more than willing to share and explain what happened to cause issues and how to fully resolve them. These guys are amazing!

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it_user357099 - PeerSpot reviewer
Network Security Administrator at a real estate/law firm with 501-1,000 employees
Customer Service:

Fantastic! Calling Code42 for support is one of the easiest calls we ever have to make. It's way better than sitting on the line for Cisco or (ick) Microsoft support to "help" us.

Technical Support:

We've only had to call technical support the once, but the experience was a positive one! They were courteous and efficient, and didn't waste time transferring us from one department to another like some front line help desks seem to.

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it_user349092 - PeerSpot reviewer
Systems Administrator at a healthcare company with 501-1,000 employees
Customer Service:

I have had to contact them several times on small issues and they have been quick to respond and help out. I don't even think I have had to be transferred to another tech when I call support.

Technical Support:

Top notch. I have not had an issue with them helping me or getting back to me on my support issues. Most tickets I put in they answer within a few hours.

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it_user270174 - PeerSpot reviewer
Senior Manager, Enterprise Systems Management at a consultancy with 5,001-10,000 employees
Customer Service:

Very high. The customer support folks we worked with were outstanding!

Technical Support:

Superb! Every time we call they answer and are ready to help.

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it_user261600 - PeerSpot reviewer
ITS Support Analyst II with 501-1,000 employees
Customer Service:

9

Technical Support:

9

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KM
Senior IT Manager at a marketing services firm with 11-50 employees

Customer Service:

10

Technical Support:

10

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it_user409134 - PeerSpot reviewer
IT Technician at a tech services company with 51-200 employees
Customer Service:

Awesome. They listened to me and helped reached my goal. They develop a backup software, not a text editing. They understand that data is important.

Technical Support:

Awesome. The guy that I reach fixed my issues without having to escalate hundred of times. He did a remote control session and walked thru the errors.

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it_user278397 - PeerSpot reviewer
Director of Information Technology with 1,001-5,000 employees
Customer Service:

Exceptional customer service. Always above and beyond.

Technical Support:

Also exceptional.

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MM
IT System Administrator with 1,001-5,000 employees
Customer Service:

Excellent.

Technical Support:

Excellent.

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DT
Data Center Technician with 1,001-5,000 employees
Customer Service:

9 out of 10. Excellent.

Technical Support:

excellent

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it_user559902 - PeerSpot reviewer
ABS Support Analyst at a tech vendor with 1,001-5,000 employees

Customer Service:

The best, they are always in contact and resolving all our needs. We have a lot of interaction with their team and they have been always giving us all the information we need. We also use their advocate page and they are very helpful with everything.

Technical Support:

I haven't used it until now, but I am planning an upgrade and I think I'll request a lot of technical hints.

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it_user497994 - PeerSpot reviewer
Administrator at a non-profit with 51-200 employees
Customer Service:

Exceptional

Technical Support:

Exceptional. Always get a native English speaker.

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it_user279222 - PeerSpot reviewer
IT Manager with 51-200 employees

I've never had a problem getting a hold of somebody within a few minutes if I had a question.

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it_user278385 - PeerSpot reviewer
Infrastructure and Support Manager with 51-200 employees
Customer Service:

Customer service is excellent!

Technical Support:

Technical support is excellent!

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it_user270768 - PeerSpot reviewer
Manager, Internal Systems Support with 1,001-5,000 employees
Customer Service:

Excellent, no problems.

Technical Support:

Excellent

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it_user267390 - PeerSpot reviewer
Application Specialist–Advanced at a media company with 1,001-5,000 employees

Customer service from Code42 is top notch. I recently had one of their employees call me on his day off to check on an open case!

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it_user261561 - PeerSpot reviewer
IT Specialist with 1,001-5,000 employees
Customer Service:

Great

Technical Support:

Very informative

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it_user262257 - PeerSpot reviewer
IT Specialist with 1,001-5,000 employees
Customer Service:

Customer service has been excellent.

Technical Support:

Excellent.

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it_user261306 - PeerSpot reviewer
Logistics Analyst/Systems Administrator at a aerospace/defense firm with 1,001-5,000 employees

Code42 has excellent customer support. We always get prompt replies to e-mails, and their phone/chat support has yet to let us

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it_user371184 - PeerSpot reviewer
Customer Support Analyst II with 501-1,000 employees
Customer Service:

Very well. They are quick to respond to inquiries.

Technical Support:

Very well. Responses to inquiries are detailed and easy to understand.

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it_user338202 - PeerSpot reviewer
Technical Systems Engineer at a tech services company with 51-200 employees
Customer Service:

I had never the pleasure to hear the customer service because I work in the IT tech support.

But based on the level of technical support which is very good, I can bet to a positive customer service.

Technical Support:

The technical support is very good.

The technicians are very competent and help the customer to solve the problem and provide solution in various scenario cases.


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it_user269073 - PeerSpot reviewer
Student Technology Integration with 501-1,000 employees
it_user642642 - PeerSpot reviewer
Research IT Support Specialist at a tech vendor

They are amazing.

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it_user294354 - PeerSpot reviewer
Systems Admin. at a energy/utilities company with 501-1,000 employees
Customer Service:

Customer service is awesome, They are on top of all questions and are US based.

Technical Support:

Great Technical support and very knowledgable

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it_user277506 - PeerSpot reviewer
Infrastructure Engineer at a tech vendor with 10,001+ employees
Customer Service:

Customer service is always very easy to get a hold of and are very knowledgeable.

Technical Support:

5 stars.

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it_user273921 - PeerSpot reviewer
Assisstant Systems Engineer at a university with 1,001-5,000 employees
Customer Service:

Customer service is fantastic as they are very quick to respond and will help you out with any and every question.

Technical Support:

Technical support is great as well. Their online documentation is perfect and answers nearly every question you could imagine.

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it_user261282 - PeerSpot reviewer
Executive & Internal System Support with 1,001-5,000 employees
Customer Service:

Top notch, I have never had such a great experience with a company.

Technical Support:

10/10

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it_user486072 - PeerSpot reviewer
Desktop Services Specialist at a tech vendor with 501-1,000 employees
Customer Service:

The customer service at Code42 has always been top notch. They know how to talk to their clients and understand that they're dealing primarily with IT Pros.

Technical Support:

The technical support that is offered is great. Dealing with them via chat is the easiest way for any body to troubleshoot an issue. And they have a ticket system that allows you to just submit issues and have them follow up with you.

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it_user172851 - PeerSpot reviewer
Managed Service Engineer with 51-200 employees
Customer Service:

Best support portal I have ever used.

Technical Support:

Great so far.

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Buyer's Guide
Data Loss Prevention (DLP)
March 2024
Find out what your peers are saying about Code42, Fortra, Forcepoint and others in Data Loss Prevention (DLP). Updated: March 2024.
765,234 professionals have used our research since 2012.