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
Email Support
Live Support Sessions with Response SLA N/A Local (Time Zone)
Business Hours
7 x 24
Response Time (hours) and Severity Levels
HIGH
FileCloud site is inaccessible for administrators or users.
12 4 1
MEDIUM
Questions and issues related to file and content accessibility and integrity.
24 8 8
LOW
Questions and issues related to setup and configuration of FileCloud system and key feature sob-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).
  • Self-help user support includes the FileCloud knowledge base where the solutions to common issues may be found; https://www.filecloud.com/supportdocs/ .

Remediating Issues

  • System down (related to backend issues)
  • Memory allocation
  • SSL Configuration
  • Secure File Sharing
    • Private Shares
    • Public Shares
  • Workflows
  • Retention Engine
  • Data Leak Prevention Rules
  • Syncing Team Folders
  • File Access using desktop and mobile applications

Assistance with Troubleshooting Initial Installation & Deployment

  • Meeting pre-requisites
    • RAM
    • CPU
    • Storage
    • Basic SW Components
  • SSL Certificate Setup
  • Best Practices Default Setup
  • Connecting to Storage (local, S3, Network Shares)

Not included in the FileCloud Support Plans – Provided as Part of Professional Services

  • Diagnosis and troubleshooting of software, hardware, and services unrelated to the FileCloud deployment.
  • Configuration and deployment assistance with special use cases.
  • Development of “rules” in connection with retention, policies, data leak prevention, smart classification, and scripting.
  • Integration of FileCloud with services such as ICAP Antivirus, SIEM connection, Active Directory, Single Sign-On, SMS connectivity, and Client Application MDM Configuration.
  • Deployment, troubleshooting, and configuration of high availability, networking, load balancing, perimeter security, proxy, multisite/DNS and data seeding.
  • Configuration and customization of FileCloud User and Administrative “Workflows.”
  • Initial setup of user content/data, database, and configuration backup.
  • Customized or live training.

Worldwide

FileCloud
13785 Research Blvd, Suite 125
Austin TX 78750, USA

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

Europe

FileCloud Technologies Limited
Hamilton House 2,
Limerick, Ireland

EMEA

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(+49) 8846 7929 724
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(+33) 977 215 403