Support & Services

Use this section to contact Files.com Support, plan a migration onto Files.com, and track platform health. It routes you to the right channel and lists the details Support needs to resolve issues efficiently.

Choose The Right Path

For outages and degraded performance, start with the Service Status Page. It publishes incident updates and component impact.

For account-specific troubleshooting and configuration questions, open an authenticated request via Requesting Support. Authenticated requests let Support review site configuration and relevant logs.

For moving data and users onto Files.com, start with Migration Assistance. It covers self-service migration patterns and migration services available on enterprise plans.

What To Include In A Support Request

Include enough detail for Support to locate the right logs and reproduce the issue.

• A one-sentence problem statement.
• A timestamp range with time zone.
• The connection method: Web UI, API, SFTP, FTP/FTPS, WebDAV, Desktop App, or CLI App.
• Exact error text.
• Screenshots or logs that show the failure.
• Source IP ranges and firewall or proxy constraints for network troubleshooting.

Never send passwords, secret keys, or regulated sensitive data.

When You Suspect An Outage

1. Review current incidents and component impact on the Service Status Page.
2. Subscribe to updates from the status page.
3. Open a ticket via Requesting Support when the issue affects a single site or a single workflow.

Migration Services And Self-Service Options

Use Sync to transfer files between Files.com and supported remotes on a schedule. This approach fits initial imports and ongoing synchronization.

Use the CLI App for high-throughput bulk uploads from a server or workstation.

Use protocol-based transfer when partners require a specific protocol. Start with SFTP, FTP/FTPS, or WebDAV.

Create users during a migration with Bulk Import or an SSO and provisioning strategy.

Start with Migration Assistance when you want Files.com guidance on a migration plan, or when you want Files.com to perform initial migration tasks on an enterprise plan.