Escalating a Support Case
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.