Standard Support
Included free on every plan, for every customer.
- Unlimited phone and email
- Monday to Friday, 9 AM to 8 PM Eastern
- Straight to a qualified engineer
- Bugs often fixed within one business day
Support That Reaches A Real Engineer
Real engineers, fast answers, 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.
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 dedicated success team that learns your setup
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
Reach Our Support Team
When you write or call, you reach a Files.com engineer who can help, not a queue.