Requesting Support

Files.com provides direct support from the first point of contact, with no tiered escalation before your problem gets resolved.

Site Administrators, Read-only Site Administrators, and Billing Administrators can submit support requests through the Files.com web interface. If your account does not have one of these administrative permissions, contact your Site Administrator for help.

An authenticated request identifies your account to our Support Team. Only a Site Administrator can grant temporary access to your site; a request from a Read-only Site Administrator or Billing Administrator does not grant that access.

Sending an Authenticated Request

To send an authenticated support request, first log in to your Files.com site with an account authorized to request support.

Next, select the Contact support option from the menu located in the top right.

Next, complete the displayed contact form to submit your support request.

When completing the form, provide as much detail about your issue or request as you can so that we can help you efficiently.

Including Attachments

You can attach files to your request for us to review by clicking the Choose Files button under Attach Files.

Typical examples include screenshots showing a configuration or error message, or a log file showing the output from software you are using to interact with Files.com.

Avoid sending sensitive information such as passwords, PHI, or anything you would prefer not to share.

Before submitting your support ticket, review the Impact option and, if you are a Site Administrator, the Access option.

Specifying the Impact

Under What impact does this issue have on your business? you can select from Low to Critical depending on the nature of your issue. Each level is described next to its radio button. Select the level that best matches your situation.

Granting Us Access to Your Account

Only a Site Administrator can grant temporary access under Would you like to allow Customer Support to log in to your account to assist with this issue? Read-only Site Administrators and Billing Administrators can submit requests, but cannot grant access for Support to log in to the site. If your request requires that access, a Site Administrator must authorize it.

If your ticket is for a routine request and there is no reason for us to review your site settings or the settings for a particular user, choose No,.... With this selection, we can still temporarily see activity logs and perform a limited set of tasks for you, but we cannot see inside your site.

If your ticket is for a troubleshooting request or you are seeking help on how to configure something or enable a particular feature, more visibility into your site settings, folder tree, or users helps us help you. In this case choose Yes, allow Customer Support read-only access ... This access level does not let us make any changes to your site.

If your ticket is for a complex technical issue or a critical production issue where you need a faster resolution, access to change settings and test files in addition to visibility helps us help you more effectively. In this case, choose Yes, allow Customer Support full access ... This access level lets us temporarily log into your site as a site administrator.

For complex scenarios that require thorough investigation and a faster resolution, we may need a higher level of access on your account. In this case, choose Yes, allow full access to my site and unencrypted remote server credentials... This access level lets us temporarily log into your site as an administrator and also examine Remote Server credentials and file content.

Our Customer Success staff is trained to treat all of these access levels with care and professionalism. We maintain strict security practices and discretion. All account activity performed by our staff is logged and available for viewing in the History logs.

Any access granted by your support ticket is of limited duration, lasting a couple of days. Once the token associated with your ticket elapses, we can no longer log into your site or view site folders and settings.

When you have made your selections, click the Submit Request button, and we will receive your ticket and help you as soon as we can.

For any further questions, contact support@files.com.