Standard Support
For every customer, starting on day one of the trial.
- Unlimited phone and email
- Monday to Friday, 9 AM to 8 PM Eastern
- Straight to a qualified engineer
- A US-based engineering team
Support That Reaches A Real Engineer
No scripts, no outsourced desk, no homework. Included free on every plan.
Support Is Included On Every Plan
Choosing a File Orchestration Platform is a question of trust as much as features, and that trust is built on every interaction after the sale. Files.com sits in the critical path of your operations, so support is run by engineers, not a script-reading front line. That’s a large part of why Files.com is the #1-ranked MFT vendor in Gartner Peer Insights.
Standard Support is included for every customer on every tier at no extra charge: unlimited phone and email, Monday through Friday, 9 AM to 8 PM Eastern, with a direct line to a qualified engineer who knows managed file transfer, EDI, your integrations, and your environment. When a customer-reported issue turns out to be a bug, we take ownership and often resolve it within one business day.
“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 OfficerVerified Backups
Two Levels Of Support
Strategic Enterprise Support
For teams that run Files.com around the clock as core infrastructure.
- 24/7/365, including nights and holidays
- A person on the phone in 30 minutes or less
- An escalation path that runs to the CEO
- A Customer Engineering team embedded in your deployment
We Don’t Give You Homework
Most vendor support runs on homework. You file a ticket and the assignments come back: try this and let us know, send a screenshot, reproduce it and write up the steps, go chase the other vendor. The queue moves because you’re doing the work.
Files.com support owns the outcome instead. Before we ask you for anything, we check whether we can find it ourselves, so instead of “can you send a screenshot of the error?” you hear “we checked the logs and saw an error at 9:03 AM. Does that line up?” We run the follow-up, we own the handoff when another team gets involved, and when you offer to test something yourself, we’ll usually take it off your plate. We call the value Make It Effortless: doing the work so thoroughly that it disappears in the experience. If you walk away thinking “that was easy,” we did our job.
Onboarding Measured In Days
Getting started is the first support experience, and it’s run by the same engineers. Most teams are live within five business days: a site provisions in minutes, the first partner exchange lands within a day, and the first automation runs within two. Nobody hands you a checklist and disappears.
For strategic enterprise deployments, our Customer Engineering team works like forward deployed engineers: embedded in your rollout, building alongside your team. When something you need doesn’t exist yet, there are two ways it gets built: enough customers want it that we build it for everyone, or you’re a strategic enterprise customer with our engineers embedded, and we build it for you anyway.
Your Problems Are Our Problems
When transfers stop in a round-the-clock operation, the cause is usually not Files.com. A firewall rule changed, an OS update landed, a partner system went down. On Strategic Enterprise Support, our engineers step in to get you running again anyway, often within 30 minutes, instead of closing the ticket as someone else’s problem.
They are on standby and know the whole platform, plus the integrations and partner systems most teams connect to. A Saturday outage hurts as much as a Tuesday one, so you get the same fast response no matter when it happens.
Support Questions
Standard Support is included for every Files.com customer on every plan at no additional charge, with unlimited phone and email support from our engineers. Strategic Enterprise Support is an add-on available to Files.com Enterprise plans.
Standard Support runs Monday through Friday, 9 AM to 8 PM Eastern, excluding US federal holidays. Strategic Enterprise Support is available 24/7/365, including nights, weekends, and holidays.
Yes. The 7-day free trial includes the same Standard Support as a paid plan: phone and email, straight to an engineer. Files.com also offers proof-of-concept assistance during evaluation, so you can bring an engineer into your trial build.
Yes. There are no tier-1 scripts and no outsourced help desk. Your request goes directly to a qualified engineer who knows the Files.com platform and the surrounding domains: managed file transfer, EDI workflows, ETL pipelines, and APIs and SDKs.
Strategic Enterprise Support is our highest level of engagement, for organizations that run Files.com 24/7 as core infrastructure. It adds a 24/7/365 posture, a person on the phone in 30 minutes or less for critical issues, an escalation path that includes executive leadership up to the CEO, a dedicated Customer Engineering team, and priority in bug triage and roadmap planning. See the Strategic Enterprise Support details.
Most teams are live within five business days. Customer Engineering runs onboarding: a site provisions in minutes, the first partner exchange typically lands within a day, and the first automation within two. Strategic enterprise deployments get forward deployed engineers embedded through the rollout.
Files.com still helps. In a round-the-clock operation the cause is often upstream: a firewall change, an OS update, a partner system outage. On Strategic Enterprise Support, our engineers engage to restore your operations anyway, often within 30 minutes, rather than closing the ticket as out of scope.
A confirmed bug is owned and resolved quickly, often within one business day. Every feature request is documented, briefed to our R&D team, and followed up when relevant changes ship. Enterprise customers carry elevated priority on both.
Reach Our Support Team
When you write or call, you reach a Files.com engineer who can help, not a queue.