Our 5-Star Support Promise
Files.com plays a critical role in the daily business operations of our customers. We take that role seriously, and we commit to delivering an Enterprise-class Service that “just works.”Hours and Capabilities
We believe that Service starts with our people, and our team is committed to delivering a 5-star support experience. That applies whether you purchase our Enterprise Support offering or use our Standard Support available to all customers.
Standard Support includes unlimited access to our highly trained engineers via phone or E-Mail during business hours (9AM Eastern through 8PM Eastern) Monday through Friday, excluding USA Federal Holidays.
24/7 Support is available if you also purchase an Enterprise Support subscription.
You are welcome to book a Zoom meeting on our calendar, or just pick up the phone and call.
Your call or E-Mail will route directly to a trained engineer who can help and is committed to resolving your issues in a prompt and courteous manner. All our support engineers are trained in all aspects of the Files.com product as well as Managed File Transfer and related disciplines (such as EDI, ETL, iPaaS, APIs, SDKs, etc.). While we can’t claim to be experts in everything, our support engineers have deep experience with the most common integrations and counterparties.
Bugs and Improvement Requests
If we identify a Files.com bug or issue while working with you, we commit to resolving the issue in an expeditious manner. Most reported bugs are solved within one business day once the issue is identified.
We are also happy to listen to your feature and improvement requests. We can’t promise that those will be actioned, but we do promise that we’ll brief our R&D team about your request and advocate for your proposal if we find it appropriate.
We also promise to follow up via E-Mail once our R&D team publishes any changes related to your bug or improvement request.
Customers on our Enterprise Support offering receive additional priority consideration for both bugs/issues and improvement requests.
Get Instant Access to Files.com
The button below will take you to our Free Trial signup page. Click on the white "Start My Free Trial" button, then fill out the short form on the next page. Your account will be activated instantly. You can dive in and start yourself or let us help. The choice is yours.