Datto Support

If you are logged in to Datto RMM, open the Datto Help Center as follows:

• New UI: From the left navigation menu, click Help > Support. On the Support page that opens, click Request Support.
• Legacy UI: Hover over the Help menu and click Support.

To learn how to log in, refer to If you are logging in to the Datto Help Center directly.

If you are logged in to the Partner Portal, you have two options to choose from:

• Navigate to Support > Help Center. You will automatically be logged in to the Datto Help Center where you can select a help option. For more information, refer to Help options.

• To open a case (ticket), navigate to Support > Support Ticket. You will automatically be logged in to the Datto Help Center and the Create a Case form will open. For more information, refer to Create a case (ticket).

If you are logged in to Autotask, hover over the Help icon next to your username in the upper-right corner of the UI and click Help Center (Datto Support).

You will automatically be logged in to the Datto Help Center where you can select a help option. For more information, refer to Help options.

You can access the Datto Help Center by following the steps below:

1. Open the Datto Help Center website.

2. Click Login next to the Search bar.
   

3. Select if you would like to use your Partner Portal credentials or Autotask credentials. For more information, refer to Logging in (via the Partner Portal) and Logging in (via Autotask).
   

4. The Datto Help Center will open where you can select a help option. For more information, refer to Help options.

1. Click Chat with us. A message will inform you to use the chat widget in the lower right hand corner of the main screen.

2. Click Close to close the dialog box.

3. Click the Chat with Us widget.
   

4. In the chat window, select RMM from the Product drop-down list so that you can be contacted by a Datto RMM specialist.
   

5. Click Start Chatting.

VIDEO  How to submit a case in Datto Help Center

1. Click Create Case. The Create a Case form will open.

2. Fill in the fields with all necessary information and ensure that you select RMM from the Product Class drop-down list.
   

3. Add an attachment if necessary.

NOTE  You can also add attachments once the case is created. For more information, watch this video: How to submit a case in Datto Help Center.

4. Click Submit.

5. To view and manage your cases, click Case. To view a case, click the Case Number or Subject.
   

1. Click Call Us. A message will display the Support phone numbers:

   • US: +1 833 832 4780

   • Canada: +1 833 832 4780

   • EMEA:

     • BCDR: +44 (0) 118 402 9609

     • Applications (RMM, Autotask, Workplace): +44 (0) 203 006 3147 (option 2)

   • APAC: +61 (02) 8015 6826

2. Dial the number that is closest to your geographical location.

NOTE  All technical support is conducted in English.

You should submit a case if you have encountered a software defect (bug). Refer to What is a defect (bug)?.

NOTE  If you have an idea for a new feature, do not open a case in the Datto Help Center. Please visit the RMM Ideas page in the Datto Community and vote for an existing feature request or create your own.

A software defect is an error or fault in the product that causes it to produce an incorrect, unexpected result or error message, or to behave in unintended ways. This may or may not have a business impact. The severity varies and is expressed in the case priority. Refer to What are the Support case (ticket) priority definitions?.

When the Support team receives a defect case, they will attempt to reproduce the error and document the circumstances under which it occurs. They will attempt to find a workaround so that you can continue to use the product. They will then assess the impact of the issue on Datto's partners and assign an appropriate priority setting. Refer to How does the Support team determine defect priority?.

Datto will make commercially reasonable efforts to resolve all defects.

When a defect is confirmed, it is given a priority. This is done by evaluating various factors. This ensures that defects are resolved in such a way that it reduces impact to Datto's partners.

The following factors are taken into account:

• Functionality: The level of functionality and/or service availability loss the defect creates.
• Quality of workaround: A measure of the ability to achieve business function without a fix in place.
• Number of incidents: The number of incidents associated with the defect.
• Detectability: How likely a partner will experience this behavior when using the product.

• Urgent: A system-wide issue or outage preventing major business functions for multiple users. Stops business. The use of the product is completely degraded.
• High: A time-sensitive technical issue or perceived defect that inhibits daily business workflows. The use of the product is significantly degraded.
• Medium: A standard service request, technical issue, or perceived defect that potentially inhibits business function. The use of the product is slightly degraded.
• Low: A non-urgent service request, technical issue, or perceived defect. The use of the product is not degraded. All enhancements.

Once a defect has been confirmed, the Support team will contact you and explain the priority assessment. If you disagree with the assessment, you can request that the Support team escalates the case based on the impact on your business. In addition to the Support team, you can also reach out to your Account Manager or Success Manager to discuss a possible ticket escalation.

You can keep track of your cases in the Datto Help Center. Once you are logged in, click the Case tab and then click the Case Number or Subject of a case to view it.

If the Support team finds that the issue you reported is a feature request or improvement to the current functionality, they will direct you to raise this on the RMM Ideas page in the Datto Community so they can understand your business case and also measure feedback from other partners.

If you have suggestions or comments about the New UI, please submit your feedback via the Send Feedback button found on any New UI page. Your feedback will be sent directly to the development team. It will be used to improve the functionality of the pages and to prioritize new features.

You can check Datto's service status information on the publicly available Status Page. This site provides current system status for each product, incident alert information, and details on upcoming releases and maintenance releases. You have the option to subscribe to proactive email updates.