Our support & maintenance
Installation is only the start. We keep looking after your storage, your network and the services you use with us, long after the install. We manage the storage, so you can focus on what you do best.
- Day one
- We configure, test and install your storage, and we won’t leave until it’s up & running.
- Warranty
- A minimum 3-year hardware warranty on local storage, at no extra cost. We handle the claims for you.
- Ongoing care
- Remote health monitoring, security & software updates, and support over the phone.
- Get help
- Call 01242 650 303, email contact@duplia.com or use our contact form.
14Years of
service
- 136Businesses
helped - 6.36PBOf data
managed - 2.8PBOf data backed
up daily - 23,296Hours of customer
support provided
SC.01 From day one
Set up properly, then looked after
Good support starts before anything arrives at your door. We build and test your storage around the way you work, so it’s right from the first day.
- V1 · BUILD
Configure & test
We configure your storage to the requirements we agreed in the consultation. Our engineers then test it rigorously, so function and performance are right across a variety of scenarios.
- V2 · INSTALL
Install
We deliver and install it, including any network cabling required, and we won’t leave until it’s up & running.
- V3 · AFTERCARE
Look after it
After that we can monitor its health remotely, provide security & software updates, and support you over the phone.
Put right after handover
When the work is done, we’ll tell you. If you spot a material defect in our work within 5 Business Days, we’ll put it right.
3-year warranty, minimum
Local storage comes with a minimum 3-year hardware warranty at no extra cost. It’s the manufacturer’s warranty, and we handle warranty claims with the manufacturer for you.
Try it first
Not sure yet? Ask about a trial unit before you commit, and see how it fits your workflow. Local storage
SC.02 Ongoing care
Quietly looking after it, in the background
Once you’re up and running, a support contract means our team keeps an eye on things so you don’t have to. Here’s what that looks like.
Remote health monitoring
We monitor your storage around the clock: drive health and failure prediction, capacity and growth, performance, backup success, updates and security advisories, firewall and login protection, and suspicious activity. We also back up its configuration every night. Problems alert our engineers straight away, and you get a clear weekly health report.
Security & software updates
We test every update first, so it won’t introduce problems or break anything, then apply it as soon as possible. We apply updates out of hours to keep disruption to a minimum, and we can work around your schedule.
Drive replacement
Drives wear out in time. Local storage uses a RAID array configured to your requirements, so it can handle a drive failure without data loss. We keep spares of the most common drives and order others from the manufacturer, then send the new drive to you with a step-by-step guide and free phone support while you fit it.
Backup health checks
Every month we run integrity checks on your backups to catch corrupted data early, so they’re ready to restore when you need them.
Our own equipment
For cloud storage, backup and cloud workstations, we own the data centre and the equipment. We support, maintain and monitor it for you, with built-in redundancy.
Planned maintenance
When we need to carry out planned maintenance, we’ll try to give you notice and to work outside Business Hours where we reasonably can. Emergency work may sometimes happen without notice.
SC.03 How to get help
Talk to people who know your setup
We’re a UK team focused on film & video, and we’ve been helping studios since 2012. Whatever you need help with, you speak to our own engineers, often the people who installed your system, not a call centre.
Where we need to, and with your permission, we can access your systems remotely using secure tools. Most problems can be solved that way, and if one can’t, we can arrange for an engineer to visit.
- Phone
- 01242 650 303
- contact@duplia.com. Emails from support customers are flagged as they arrive and go straight to our support team.
- Contact form
- Choose “Support” on our contact form
- Hours
- Business Hours: 9.00am to 5.00pm, Monday to Friday, except public holidays in England
- Out of hours
- Call us as usual. Outside Business Hours your call goes to our answering service, messages are checked, and urgent faults are dealt with as needed. Planned work outside Business Hours can be arranged at your request.
- Support contracts
- Tailored to you rather than sold in set levels, and they can include service level agreements (SLAs). Cover is what’s set out in your Order, during Business Hours unless your Order says otherwise.
SC.04 By service
What we look after, service by service
Every service is a little different. Here’s how support works for each one.
- Local storage
- Configured, tested, installed and supported by us, with a minimum 3-year hardware warranty at no extra cost. After installation we can monitor its health remotely, provide security & software updates, and support you over the phone.
- Cloud storage
- Stored on equipment we own, in our own UK-based data centre, with built-in redundancy. Ongoing support, maintenance & monitoring from our team.
- Offsite backup
- Regular backup health checks. Our engineers can ingest large first backups from drives, and after a big loss on site we can copy the files you need onto drives and hand deliver them.
- Cloud workstations
- Managed & monitored. We look after the hardware, so your editors can get on with the edit.
- Colocation
- Remote hands for reboots, drive swaps, support and maintenance, so you don’t have to travel. From £132 per hour + VAT, not included in standard hosting. The facility has 24/7 CCTV monitoring.
- Internal networking
- We plan it, cable it and support it, leaving you with an organised, labelled network that’s easier to diagnose. With a support contract, we can also monitor it remotely after installation.
- Internet connectivity
- We’re locally based and own our entire network, so you speak to us, not a call centre, and an engineer typically visits within 24 hours if there’s a connection issue.
SC.05 Your part
A few things we need from you
Support works best as a partnership. These are the things that stay with you, taken from our terms in plain English.
Keep your own copy of your data
Always keep at least one complete, up-to-date copy that’s independent of us. We’re never your only copy. Our backup guide explains why.
Back up before we start work
Before we install, configure, migrate, upgrade or repair a system, make sure there’s a complete, current backup of its data somewhere else.
Check your backup reports
Look at your backup reports and alerts, and tell us promptly about any problem you can’t resolve.
Test your restores
Regularly check that you can get your data back.
Keep keys and passwords safe
Look after your passwords, encryption keys and recovery codes, and tell us at once if you think an account has been compromised.
Give us access when we need it
Safe access to your premises, power and systems, including remote access, when we need it to help you.
SC.06 FAQ
Questions we’re often asked
Can’t see your question? Call us on 01242 650 303 and we’ll talk it through.
What happens if a drive fails?
Local storage uses a RAID array, so it can handle a drive failure without data loss. Under warranty, we handle the claim with the manufacturer for you. Drives sent back under warranty usually aren’t returned, so make sure the data on them is held elsewhere first. A replacement usually reaches you within 2 to 4 working days. You fit it yourself, with our guide and free phone support to talk you through it.
Who owns the warranty?
The warranty on hardware is the manufacturer’s. We pass on its benefit to you and handle warranty claims with the manufacturer for you during the warranty period.
What happens when the warranty ends?
As your system nears the end of its warranty, we’ll advise you on when it’s worth replacing hardware. When the time comes, we can refresh it with new kit and move your data across for you.
Is ongoing support included, or a separate contract?
Ongoing support, including remote monitoring and updates, is a separate support contract, tailored to what you need. Every local storage system comes with a minimum 3-year hardware warranty, and we handle warranty claims for you.
Can you work outside office hours?
Yes. Planned work outside Business Hours can be arranged at your request, and if something urgent happens out of hours, call us: our answering service takes the message and urgent faults are dealt with as needed.
Can I visit my equipment in colocation?
We don’t give customers access to the data centre. Equipment can be dropped off or collected by appointment during Business Hours, and our remote hands can do the hands-on work for you.
Is my data safe with you?
Data in our cloud services is stored only on equipment Duplia owns, in our own UK-based data centre, never with third-party cloud providers. We’re Cyber Essentials certified and ICO registered.
END Next step
Let us look after your storage
Tell us about your setup and we’ll explain how we’d support it. We manage the storage, so you can focus on what you do best.