Contact FileCloud Support

Base Support comes with all FileCloud products and includes:

• Access to online knowledge-base and how-to video library
• Email Support

Clients with Premium Live Support have access to:

• Live Support Sessions with response SLAs within local (Time Zone) business hours.

Clients with Extended Live Support have access to:

• 7×24 Live Support Sessions with response SLAs

Professional Services: provides live support for design, architecture, deployment assistance, admin/user training, onboarding, etc.

Where can I get my license key to open a new ticket:

To open a new ticket, you need your license key.  

To get your license key:

1. In the admin portal, go to Settings > License.
2. Click Copy License Key.
   
   
   Note: The Copy license key button does not appear for systems with SPLA licenses. If your system uses an SPLA license, get your license key from the customer portal as shown in the following info box.
   
   

   Alternatively, get your license key from the customer portal:

   Log in to portal.filecloud.com with your account credentials. In the navigation panel, click Sites, and then in the main window, click the site to open its details.
   In the Usage section, copy the text for the license key by clicking the copy button to the right.
   
   

   
   
3. Your license key is now copied to your clipboard. Save it in a safe place. You can use it every time you need to open a new ticket.
4. Go to the support portal to open a new ticket.
5. Click Submit Ticket.
   
   The Login screen opens.
   
6. If you have an account, log in to the account; if you are new to the support system, click Register now, and register.
   
   The Submit Ticket screen opens.
7. Click a department.
   
   The ticket form opens.
8. Enter the ticket details.
   
   
9. Make sure you paste the license key of your product into the License Key text box in the lower portion of the form.
10. When you have finished filling out the form, click Submit.