Arcserve Support
Technical support for data resilience, cyber resilience, SaaS backup, and more.
Chat with technical support teams by logging into the Arcserve Support Portal.
If you have a technical support issue, our support team is standing by.
To enable faster handling of your technical support issue, open an online support case.
Find Knowledge Base articles, Discussions, Product Documentation, and more in our online support center.
Visit the status page to see systems uptime, planned maintenance, or incidents.
Get Expert Disaster Recovery Technical Guidance During a Ransomware Attack
The Arcserve Rapid Ransomware Response Service provides Arcserve expert disaster recovery guidance during a ransomware attack. The service is arranged before an incident, with a readiness review at onboarding, so the process and the people are in place when they are needed.
The Rapid Ransomware Response Service is only available with the purchase of Arcserve Ransomware Protection and Recovery Suite – Pro. This solution combines secure backup with AI-driven ransomware detection, encryption recognition, immutable storage, recovery validation, and automated disaster recovery tests. The Rapid Ransomware Response Service cannot be purchased separately.
Incident ownership within 30 minutes
A named Arcserve Technical Support Incident Commander takes ownership of the case within 30 minutes of a customer ransomware breach report, 24x7x365.
Backup recoverability assessment
A full backup integrity audit identifies the last known clean recovery point and gives clear determination of whether data is recoverable.
Continuous communication
Structured status updates arrive every 30 to 60 minutes during active data recovery, keeping your team informed.
Recovery execution support
Arcserve specialists guide and assist with recovery into a customer-provided recovery environment.
Post-incident review
Recovery activities are documented with a timestamped record, followed by a joint review of recovery outcomes.
Eligibility and recoverability onboarding
Before any incident, Arcserve Support assesses the environment against recovery-readiness standards and documents what needs correcting.
Frequently Asked Questions
I can’t find or activate my Arcserve license key. What should I do?
For supported Arcserve products, sign in to the Arcserve License Portal using the email address associated with your order.
If a machine was replaced or reimaged, deactivate the previous installation before activating the new one. Licensing steps differ for Arcserve ShadowProtect and some legacy products.
If your license or order does not appear, open a support case and include your Order ID, Fulfillment Number, license serial number, and registered email address.
Where can I download the latest version of my product?
Sign in to Arcserve Downloads to access available installers, updates, recovery tools, and other product downloads.
If you are evaluating an Arcserve product, visit the Free Trials page and register for the product you want to try. Trial downloads and instructions are provided as part of the registration process.
My server has crashed or I need to recover data. Where should I start?
Start with the documentation for your exact product and version in the Arcserve Documentation Library.
If a production system is unavailable or a recovery attempt has failed, open a support case, select the appropriate severity level, and include:
- Affected product and version
- Business impact
- Available recovery points
- Any recovery steps already attempted
- Exact error messages
I’m getting an installation, migration, or upgrade error. What should I do?
Before installing or upgrading, check the release notes, system requirements, supported upgrade paths, and upgrade guide for both your current and target versions in the Arcserve Documentation Library.
If the error persists, open a support case and attach the relevant logs, screenshots, and exact error message.
How do I open a support case or check an existing one?
Visit Arcserve Support to open a new case, check an existing case, chat with Support, or find the appropriate regional phone number.
To support faster issue resolution, include the product name and version, license or Order ID, exact error message, and a brief description of the business impact.
How do I renew or check my maintenance or support status?
Contact the reseller of record or Arcserve account team for renewal quotes and information about maintenance or subscription status.
License entitlement and expiration details may also be available in the Arcserve License Portal.
If the reseller of record is unknown, use the renewal request form. Include company name, country, Order ID, and product details so Arcserve can direct the request appropriately.
Is a free trial available, including for personal or home use?
Free trials are available for Arcserve solutions for mid-size organizations, small enterprises, and SMBs. Visit the Free Trials page to see currently available products, trial periods, and registration options.
For personal or home use, Arcserve ShadowProtect can be purchased and activated right away – no trial needed.
Current Arcserve MSP partners can enable a trial for their customers through their existing ShadowProtect setup.
Where can I find product documentation, release notes, or training?
Product guides, release notes, compatibility information, and upgrade instructions are available in the Arcserve Documentation Library.
For structured training and certification courses, visit Arcserve Academy. Academy access or enrollment questions should be submitted through the help options available within the Academy.