Carbonite Expands Award-Winning Customer Support Offerings

          Carbonite Expands Award-Winning Customer Support Offerings

TechForce launches to bring customers convenient and affordable tech support
for their third-party software needs

PR Newswire

BOSTON, March 29, 2013

BOSTON, March 29, 2013 /PRNewswire/ --With customer care at the core of the
company,  Carbonite, Inc. (NASDAQ: CARB), a leading provider ofcloud backup
solutions for consumers and small businesses, today announced updates and
accolades for its customer support operations. Carbonite is enhancing its
customer support – which has recently won two awards for excellence – to
provide people with a-la-carte technical services for a variety of
non-Carbonite related issues, as well as delivered new customer support


Carbonite offers affordable tech support for non-Carbonite programs
Starting today Carbonite launched TechForce, a new service that expands
Carbonite's support capabilities beyond its own products. Carbonite customers
can now receive help with third-party applications and programs such as
Quickbooks, Outlook and iPhoto from a dedicated technical support team. The
service is the result of feedback from Carbonite customers expressing the
desire for help with non-Carbonite tech issues from Carbonite's US-based
support team. Charges per support session are $39 or $79 based on the
complexity of the issue. TechForce is able to bring highly sought support to
end-users at a significant savings compared to using other customer support
systems; a list of common requests is available at

Carbonite customer support honored with recent awards
In 2011, Carbonite repatriated its customer support back to the US from
multiple outsourced partners abroad. As a result, Carbonite now employs
hundreds of customer and technical support representatives in its offices in
Boston and Lewiston, Maine. The Lewiston support center was named a Silver
Stevie Award winner for Contact Center of the Year (Over 100 Seats) at the
2013 Stevie Awards for Sales & Customer Service. Additionally, this team
received the Business Leadership Award from the Androscoggin County Chamber of
Commerce for its role in the community and the high level of customer support.

"The most common reason Carbonite customers contact us is because they need
assistance with data recovery. We know that this can be a stressful experience
and our goal is to make it as easy as possible for them to get back up and
running again," said Rich Surace, SVP of Customer Support, Carbonite. "We are
honored to receive this recognition and are excited to expand our
award-winning support with TechForce."

Additional updates to Carbonite's customer support operations include:

  oCurrents forum support makes troubleshooting social
    Customers who use Currents, Carbonite's new file syncing and collaboration
    tool, can now visit to access information and tips on
    how to best use the app. The Community Support function allows people to
    share their feedback, request new features for the product and help others
    troubleshoot issues.
  oTechnology upgrades improve customer support process
    A range of consumer and small business customers rely on Carbonite to
    safeguard their personal and business data. To streamline communications
    on the back end, Carbonite is upgrading both its customer relationship
    management and telephone software to offer improved tracking and resource
    management abilities. Carbonite's support team will be able to respond
    even quicker now to spikes in contact activity to provide the best
    customer experience possible.

For more information about Carbonite, please visitwww.Carbonite.comor
connect with Carbonite on Twitter

About Carbonite
Carbonite, Inc. (NASDAQ: CARB), is a leading provider ofonline backup
solutionsfor consumers and small businesses. Subscribers in more than 100
countries rely on Carbonite to provide easy-to-use, affordable and secure
cloud backup solutions with anytime, anywhere data access. Carbonite's backup
solution runs on both the Windows and Mac platforms. The company has backed up
more than 300 billion files, restored nearly 20 billion files, and currently
backs up more than 350 million files each day. For more information, please,,,

Media Contacts:
Megan Wittenberger

Heather Gordon
Finn Partners for Carbonite

SOURCE Carbonite, Inc.

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