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. Phone support is limited. 
  • DroboHelp support incidents run a minimum 7-10 days and do not include phone support.
  • Support hours for DroboHelp: Monday - Friday excluding 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:

If you have no backup of your data and your data is critical, and you need fast access to your data, we do recommend DriverSavers.  DriveSavers is a premier data recovery house and partner with over 30 years of experience.

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, Drobo 5N, Drobo Gen 3 & Drobo Mini

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

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

* You can purchase through our online store at: http://www.drobostore.com