Strategic Enterprise Support
A 30-minute response, any hour, for teams that run Files.com around the clock.
A Support Relationship, Not A Support Tier
This is for teams that run Files.com 24/7 as a core part of how the business operates: the transfers that can’t wait until Monday morning if something breaks.
Your Customer Engineer learns your business and how your systems work, and meets with you on a recurring schedule. When you open a ticket, the person answering already understands your setup.
Your Emergencies Become Our Emergencies
When transfers stop in a round-the-clock setup, the cause is usually not Files.com. A firewall rule changed. An OS update landed. A partner’s system went down. Something upstream of you failed. Any of those can stop your files from moving.
If you process transactions after hours, run a third shift, work across time zones, or have files moving around the clock, a Saturday outage hurts as much as a Tuesday one. You get the same fast response no matter when it happens.
What Else Comes With Strategic Enterprise Support
When you’re moving onto Files.com or standing up a new process, our Customer Engineers embed in your deployment as forward deployed engineers. They map your goals and your setup, then build the plan and work it with you until you’re running. Most teams are live within five business days.
That doesn’t stop at go-live. As your integrations and processes change, the same team stays involved, so the people helping you extend your setup are the ones who already know it.
You also get a real say in what we build: priority on bug fixes and weight behind your feature requests. Because we’re embedded, there are two paths to getting a thing built: it’s something many customers want, so we build it for everyone. Or it’s something only you want, and you’re a strategic enterprise customer with our engineers embedded, so we build it for you anyway.
Strategic Enterprise Support FAQ
What always-on teams ask about Files.com support.
Files.com Strategic Enterprise Support is the support relationship for teams that run Files.com around the clock: a person on the phone in 30 minutes or less at any hour, priority handling on every ticket, an escalation path that runs to the CEO, and a Customer Engineering team that already knows your environment when you call.
On Strategic Enterprise Support, Files.com commits to a person on the phone in 30 minutes or less when something critical breaks, including nights, weekends, and holidays. Our engineers step in even when the cause is upstream of Files.com, like a changed firewall rule or a partner system going down.
Files.com routes your ticket straight to engineers who know the whole platform, plus the integrations and partner systems your deployment connects to. There is no Level 1 script and no callback queue, and the Customer Engineering team answering has already worked in your environment.
Every Files.com plan includes unlimited support from real engineers by phone and email, Monday through Friday, 9 AM to 8 PM Eastern. Enterprise plans add 24/7/365 access. Strategic Enterprise Support adds the 30-minute response commitment at any hour and the escalation path to the CEO, and your tickets are always prioritized for fast resolution.
Yes. Strategic Enterprise Support is an add-on to the Files.com Enterprise plan, scoped in your quote alongside the SLA and onboarding. Contact Sales to price it for your deployment.
Talk To Strategic Enterprise Support
Around-the-clock teams run their most important file transfers on Files.com. Talk to our team about a person on the phone in 30 minutes or less, and an escalation path that runs to the CEO.
No pushy sales process