Software Vendors
Logs, crash dumps, and configuration exports from customer production systems, and the reproduction database a support engineer needs before the fix can be written.
Collect Diagnostics And Backups From Customers Into Support Cases
Files.com gives every customer a drop point under your own domain, takes multi-gigabyte bundles from behind their firewall, attaches each one to the case, and hands the fix back through the same channel. No account for the customer, no server for you, and a record of who sent what.
The customer’s system is down and the log bundle is 4 GB. Email refuses it, the ticketing system caps it, and the FTP server has a stale account list and a firewall exception nobody wants to explain.
No account for the customer
Bundles up to 5 TB, resumable
Attached to the case by webhook
Evidence Arrives At The Worst Possible Moment
A support case needs the customer’s logs, dumps, or database before anyone can start, and it needs them while the customer’s system is down. That is the moment the customer discovers the attachment limit, the engineer starts reassembling a split zip, and someone issues a one-off link from a personal account.
Every case repeats the scramble, and none of it leaves a record the security team would sign off on. On Files.com the customer opens a page, the bundle lands in the case folder at full speed, the ticket is told, and the fix goes back the same way.
4,000+ organizations rely on Files.com every day
Real companies. Real file flows. Real results.
How The Intake Runs
A drop point the customer can use, transfers that survive the customer’s network, an arrival the ticket knows about, and the same channel back.
A Drop Point Per Customer Or Per Case
An Inbox under your domain takes the customer’s bundle through a browser with no account, and a form stamps it with the case number. Or each customer gets a write-only login it uses for every case, and never sees another customer’s files.
Multi-Gigabyte Bundles From Behind A Firewall
Database backups and full diagnostic captures transfer in parallel chunks and resume after a dropped connection, over HTTPS from the browser or over SFTP from a script. The customer whose system is down does not also have to fight a 25 MB attachment limit or an upload that restarts from zero.
Fixes And Builds Back Through The Same Channel
The patch, the build, or the findings go back as a share link under your domain with an expiry, or into the customer’s folder for an SFTP pull. Retention rules clear the evidence once the case closes.
Who Runs It
The same intake serves a software vendor’s engineers, an instrument maker’s field technicians, and a security team’s analysts.
Equipment And Instrument Makers
Diagnostic packages uploaded by installed equipment or by the field technician standing next to it, with repair media and firmware handed back to the site.
Security And Service Teams
Suspicious files and malware samples taken in for analysis on a site kept apart from corporate infrastructure, and PHI-bearing ticket evidence handed from support to engineering without landing in the tracker.
Support Organizations Running Intake On Files.com
Redis Turns Hundreds of Manual Diagnostic Uploads Into One Script Run With the Files.com Python SDK
A write-only credential let customer-run automation deliver fleet-wide support packages without exposing the diagnostic data already in Redis’s intake.
Read The Story
SonicWall Retires Box by Moving 10 Beta Users to Files.com
The workload was small, but absorbing it into the file-transfer environment already feeding Oracle ERP eliminated an entire external sharing surface.
Read The Story
One Write-Only Files.com Login Eliminates Customer Account Provisioning for Canonical Support
A public endpoint accepts large diagnostics from the shell while write-only permissions isolate customers and Canonical-backed identities govern retrieval.
Read The Story
MATRIXX Pairs Files.com With Zendesk for Revenue-Critical Telecom Diagnostics
Files.com keeps external operator engineers ready to move large diagnostic logs the moment an escalation begins—even after months of inactivity.
Read The Story
“Phenomenal technical support — I can always get a quick answer when I need one. Combined with a platform that just runs.”
Chris Marshall
Chief Executive Officer, Verified Backups
“The one-time file upload links, one-time file download links, and the management UI make my work easier and more efficient — they make it easier to gather and share sensitive documents in a secure way.”
Steven Papadakis
Founder & CEO, NE2NE
How It Compares
The three ways case evidence comes in today, and why each one fails while the customer is waiting.
A Self-Hosted FTP Server With Stale Accounts
A firewall exception for support, an account per customer that nobody retires, and one shared credential when the account list gets too long. It carries live case evidence, so it never gets patched on schedule either.
Attachments In Email, Chat, And The Ticket
A 25 MB limit meets a 4 GB log bundle, the customer zips and splits it, and the engineer reassembles it while the customer’s system is down. Nothing about that is a record of who sent what.
Links Issued By Hand
An engineer creates a one-off upload link in a consumer tool per ticket, from a personal account, and the evidence for a regulated customer sits in a place the security team has never seen.
Support File Intake FAQ
What support leads and support-tooling engineers ask before moving case evidence onto Files.com.
Send them a Files.com Inbox link under your own domain, or embed the upload page in your support portal. The customer drops the bundle in a browser, a form captures the case number, and the file lands in a write-only folder your engineers can open. A webhook attaches it to the ticket in your help desk, and the customer receives a receipt.
Yes. Files.com accepts files up to 5 TB, uploaded in parallel chunks that resume if the connection drops, from a browser over HTTPS or from a script over SFTP. Customers behind strict firewalls and proxies upload over the same port their browser already uses, and the backup lands in the case folder with the rest of the evidence.
Yes. A customer gets a login rooted in its own folder, scoped so it can upload and download only its own material and never sees another customer’s. Many support teams give each customer a write-only account it reuses for every case, so evidence arrives without a login being created per ticket.
A Files.com webhook fires when the file lands, with the path and the form fields, including the case number, and your integration posts a link to the file onto the case record. Automations move the bundle into a per-case folder first, so the engineer finds every artifact for a ticket in one place.
Yes. Your product or a collection script calls the Files.com REST API or one of the SDKs and uploads the bundle straight into the case folder, or pushes it over SFTP with a scoped credential. The webhook and the case attachment follow the same path as a manual upload.
Put it in the customer’s folder for an SFTP pull, or send a share link under your domain with a password and an expiry. The customer downloads from a browser with nothing to install, and the audit log records that they did. The same channel carries findings from support to engineering without email.
Yes. A separate child site or a scoped folder keeps samples off corporate infrastructure, with access limited to the analysts who need it and every download logged. Malware scanning on inbound uploads is an opt-in capability on Enterprise plans for teams that want inbound files checked before staff open them.
A per-folder retention rule deletes or archives the evidence after the window you set, so a customer’s database backup does not sit on your platform for years after the fix shipped. The audit log keeps the record of what was received after the file itself is removed.
Files.com is SOC 2 Type II and PCI DSS certified, offers a HIPAA Business Associate Agreement and a GDPR Data Processing Agreement, encrypts files at rest and in transit, and records every access in an immutable audit log. Support teams handling PHI-bearing evidence run the intake under those agreements with retention rules that clear it when the case closes.
Get The Evidence In, Get The Fix Out
A drop point per customer, bundles at any size, an arrival the ticket knows about, and retention that clears the case when it closes. Start the 7-day free trial and publish a support intake page today.
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