Dantz Development Corp., makers of Retrospect backup software for Windows and Mac OS, have announced a change to their tech support policy that went into effect at 4 pm on Friday, February 1. While online support resources will remain available at no cost to end users, the company said it will now begin charging customers for phone and e-mail assistance that requires the intervention of one of their support technicians.
“Please note that Dantz is no longer able to offer free, unlimited Technical Support. In order to keep our costs in line and our support quality at its customary high levels, Dantz must charge for technical support,” said the company.
Users who only need occasional help can buy assistance on the company’s single incident support plan. The plan includes e-mail support and a toll-free number for customers in North America. Follow-up contacts for your issue are provided in the event the problem isn’t solved the first time around. Five-incident support packs are also an option.
Customers who depend on being able to contact Dantz for help frequently can sign up for an annual support and maintenance agreement, which includes toll-free phone support and e-mail support.
Pricing depends on the specific Retrospect product being supported and the plan. On the low end, Retrospect Express single incident support fees are $39.95, while annual maintenance contracts run $999.
More details about the plan can be viewed online. A separate pricing matrix has also been posted.