FileCloud Support Plans

Here at FileCloud, we recognize the importance of delivering best-in-class technical support to customers. Our team of experts have more than 10 years of experience providing hands-on help for Global 1000 enterprises, educational institutions, government organizations, managed service providers and anything in between.

The following support plans are to ensure that you receive all the assistance you need with using and managing FileCloud. Please note that Base Support is included in all FileCloud products.

FileCloud Support Plans Base Premium Extended
Access to online Knowledge Based and ”How to” video library
Access to Web Support Portal
Live Support Sessions N/A Local (Time Zone)
Business Hours
7 x 24
Response Time (hours) and Severity Levels
FileCloud site is inaccessible for administrators or users.
12 4 1
Questions and issues related to file and content accessibility and integrity.
24 8 8
Questions and issues related to setup and configuration of FileCloud system and key feature sub-components.
48 24 24

All Support Subscriptions offered by FileCloud include:

  • Diagnosing, troubleshooting, and correcting incidents with the FileCloud installation.
  • Answering general information questions (how-to’s).
  • Guidance via Self-help FileCloud Support Documentation where the solutions to common issues may be found.

Diagnosing, troubleshooting, and correcting incidents such as:

  • System down issues (Due to FileCloud Components)
  • High resource utilization issues (Memory or CPU)
  • SSL installation guidance
  • User creation or Group sync not working
  • Issues with Secure File Sharing
  • Workflows execution not working
  • Retention engine not working
  • DLP rules not working as intended
  • Team Folders, My Files or Network Shares not syncing successfully
  • File Access, Preview or sharing using Web Browser, Desktop and Mobile Applications having problems
  • User access failing with SSO, 2FA and Active Directory integration
  • Web editing or co-authoring not working
  • Content Search, Metadata and Classification not working as intended
  • Recipients not receiving emails or notifications
  • Report generation failing to show results
  • Customization settings are not properly rendering
  • Storage integration is not successful(local, S3, Network Shares)
  • A Policy based or Global setting not working as intended
  • ServerLink or ServerSync replication or syncing is failing
  • Configured Third Party integration such as Anti Virus, Salesforce, SIEM, ReCAPTCHA, ICAP DLP, MS Team, CAD Viewer not working
  • Assistance in the analyzing security incidents by reviewing FileCloud audit logs

Need configuration or feature implementation support*? FileCloud Professional Services can help!

*These services are not included in FileCloud Support Plans.

Learn More


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Austin TX 78750, USA

Phone: +1 (888) 571-6480
Fax: +1 (866) 824-9584


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Hamilton House 2,
Limerick, Ireland

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