Here at FileCloud we strive for a great customer support experience. However, you feel like you are not getting that please ask your support engineer to escalate your case.
Possible reasons to escalate a case, but not limited to:
- Criticality of an issue
- Site inaccessible
- Data loss issues
- Poor support experience
- Delayed responses
- Time zone differences between support engineer and customer
When a case becomes escalated, we will do the following:
- Raise the priority
- Ticket review of a Senior engineer and/or ticket handover
What escalating a case does not guarantee:
- Product fixes regarding defects. FileCloud support cannot guarantee fixes
- Product workaround will be explored in these situations
- A resolution date. Every case is different, and some need more time than others to investigate
Some additional information regarding our support entitlements and support plans are below.
FileCloud Technical Support Entitlements Terms of Service
FileCloud Support Plans