Not Just Another Tier of Support, Another Relationship

Files.com Enterprise Support is more than a prioritized level of support—it’s a whole other level of relationship altogether.

Our Enterprise Support clients differ in industry and scope but their needs are similar—they rely on Files.com 24/7 as a critical part of their software toolchain, with collaborative ‘always-on’ environments, and business-dependent operations that can’t wait until Monday morning to go to support if something gets broken.

Our award-winning Customer Support and Success team will work closely with your team, learning your business goals and backend processes to provide tailored updates, best practices, and dedicated support at every step.

Think of it as adding another member to your team who puts your workflows front and center.

Files.com Enterprise Support is the elite and final level of our award-winning, customer service and success that gives you front-of-the-line access to customized features and improvement requests, priority consideration for bug issues and award-winning, always-on support for your unique environment.

With an exclusive Inbox for Enterprise Support priority requests and an escalation path that includes our CEO’s number you can breathe knowing we’ll be on the phone and figuring it out in 30 minutes or less—even on holidays.

Your Emergencies Become Our Emergencies

So what exactly does Enterprise Support mean for your business?

Your emergencies will become our emergencies and your priorities will become ours.

In today’s collaborative, 24/7 integrated environment, tools, processes and automations are subject to unexpectedly break and disrupt regular operations.

Does your business process after-hours transactions? Do you have employees on third shift or working internationally? Is downtime on a Saturday more crucial than a Tuesday? Do you have multiple stakeholders or automations accessing different files around the clock?

Whether it's an unforeseen firewall setting, an OS update or even another tool critical to your Files.com environment breaks, we’ll step in to get your business back running—even if the error isn’t on our end—in 30 minutes or less.

Our elite support engineers are on standby and trained in all aspects of the Files.com platform as well as most common integrations or counterparties.

Our goal? To give you complete peace of mind. No matter the cause of downtime, we’ll be ready, standing by to restore your operations and keep your business moving forward.

What Else Comes with Enterprise Support?

Is your team migrating, onboarding or implementing a new process to work seamlessly with Files?

Our Customer Success team will take the time to understand your goals and environment, meeting with you regularly to ensure you maximize the benefits of the Files.com platform, providing you with a clear blueprint for success.

Whatever it is to help your tools, integrations and business processes run seamlessly, we’ll be there each step of the way.

Files.com Enterprise Support customers also wield a significant amount of influence on Product updates, Improvement/bug fixes and new features that gives you an outside say in our platform decisions.

Enterprise Support isn’t just an elevated level of assistance—it’s a strategic partnership.

Experience our highest level of support with priority access to custom-built features, front-of-the-line service, and round-the-clock expertise designed to handle your most complex challenges.

Enterprise Support is our ultimate commitment to your success.