What is DroboHelp


Article Id: AA-01864 Last updated date: 08-21-2017

DroboHelp allows you to purchase a onetime support incident for a specific issue. The Pay Per Incident Support is a single support incident that addresses a single specific issue. If a problem contains more than one issue you will need to purchase a separate incident. 

  • DroboHelp is Email support only, does not include phone support 
  • DroboHelp support incidents take longer to troubleshoot and resolve.  
  • Support hours for DroboHelp: Monday - Friday excluding weekends & holidays. 
  • Your Drobo must be registered before support can commence.
  • We strongly encourage you to review our knowledge base articles or our community forums for solutions prior to purchasing DroboHelp.
  • In some cases, you can migrate to a newer Drobo, see guidelines here.

NOTE:
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Drobo will make every attempt to resolve your support incident in a reasonable manner, however we cannot guarantee all cases will be solved

Examples of specific issues are:

* How do I determine if I have a bad drive

* Drobo will not mount 

* No Dashboard Discovery 

* Drobo is rebooting with drives installed 

* A hard drive is not being detected

If your issue is specific to broken bay door, Fan noise or No power, your best option is to move your drives to a newer Drobo since DroboHelp does not cover RMA, see here for more information.

  

DroboHelp does not include:

* Data Recovery Services

* RMA or an exchange of a product

* Unsupported configurations or operating systems 

* Upgrades 

 

How to purchase DroboHelp:

* To purchase a support incident, go to: http://www.drobo.com/where-to-buy/, click Shop USA Store or Shop Europe Store then DroboHelp from the menu. 

* You will receive confirmation in the form of email from DroboStore. Once you have received confirmation, do the following:

  •  If you have already created a support incident, update the support incident with the DroboStore confirmation information. 
  •  If you have not created a support case you may do so by going to our online support portal and inputting the DroboStore confirmation information


Once you have completed all of the above steps a support agent will follow up with you as soon as possible.

 Who can purchase DroboHelp:

* Anyone with a registered Legacy Product: Drobo Gen 2, Drobo FS, Drobo S, DroboElite, DroboPro, DroboPro FS

* Anyone with a registered Professional Product: Drobo 5D, 5D3, 5N, 5N2, 5C, Gen 3 & Drobo Mini

* Anyone with a registered Small Business Product: Drobo B800FS, B800i, B810i, B810n

* Anyone with a registered Small to Medium Business Product: Drobo B1200i

* You can purchase through our online store at: http://www.drobostore.com (select US, Europe. If in APAC select US. From the menu Tabs select DroboHelp, select the appropriate product).  Update your existing support case with the DroboStore order number. (DroboHelp is email Support Only).