+27 (0) 11 704 7222 info@mrbackup.biz

Technical Support

Our technical support team are specialists in data backup, NAS and Cloud Storage and Security products. Technicians are on hand to help you recover your business from data loss due to users error, hardware failure, virus and ransomware, disaster recovery. No matter what caused the loss of data our support desk can be contacted by email or telephone seven days a week, 24 hours a day. 

Support

Service Response Times

MRB is committed to providing world-class customer service and support. All customers with a managed service agreement receive a 4 hours response time to issues covered in the agreement.

High Priority

All high priority issues are actioned as soon as possible within 8 hours, during office opening times.

Medium Priority

For issues classed as medium impact the response time is within 24 hours.

Low Priority

Low Priority issues are responded to within 5 working days.

Contacting technical support

Office Opening Times

08:00 to 17:00 Monday to Thursday and 08:00 to 16:30 Friday

Closed weekends and public holidays
Times shown are based on Johannesburg, South Africa Time Zone (GMT+2)

Call +27 (0)11 704 7222

Standby & Out of Hours Support

Standby hours 17:00 to 19:00 Monday to Thursday and 16:30 to 18:30 Friday

Call +27 (0)79 822 446

Support Escalation

Contact MRB Technical Manager

Call +27 (0)62 212 5349

Technical Assistance

Services available on request

MRB is committed to providing world-class customer service and support. All customers with a managed service agreement receive a 4 hours response time to issues covered in the agreement.

Acronis Cloud Storage

Remote Technical Support

Remote technical support provides assistance to maintain your backup system, resolve job failures, provide performance tuning, software updates.

Onsite Installation

MRB technicians help you design and set the parameters to align with your business data storage requirements. Installation and configuration of your backup system, NAS storage, Cloud Storage or security software can be carried out remotely or onsite.

Acronis Cloud Storage

Remote Data Recovery

Remote Data recovery is available to help you restore your lost data or remove ransomware encryption.

Onsite Upgrades

If you need assistance to upgrade your backup storage systems or migrate to a new backup solution. Our Technicians are available to help.

Acronis Cloud Storage

Remote Management

Remote Management ensures your data is protected and up to date on site and in the cloud.

Cloud Seeding

Get your backup data offsite can be a challenge. Our technicians will help you store and transport your data to our cloud storage one off or on a regular schedule visit.

Technical Services

Service Level Agreements

Customers utilising MRB’s managed services all receive a service level agreement which may include, installation, troubleshooting failed backup jobs, product issues. For requests not covered in your service level agreement, these services are chargeable. These include, data recovery requests, removal of old data to free disk space, reconfiguration due to changes in the network.

Accreditations

Certified Engineers

MRB Technicians are highly trained and under go regular training for all vendors we work with.

Contact Us

Hammets Crossing Office Park Block 816/5, 2 Selbourne Road, Fourways, 2192, South Africa

+27 (0) 11 704 7222

5 Arlington Square, Bracknell, Berkshire, RG12 1WA, United Kingdom

+44 (0) 333 121 1041

Get in touch

Contact us today with your data backup and recovery issues.