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Support & Maintenance Terms

Support Hours

8 am to 6 pm Eastern U.S. time (Monday – Friday; excluding company holidays)

Support Phone

877-387-8632 ext. 2

Support Channels

  • Support Portal (https://support.ftptoday.com)
  • Email Support (support @ ftptoday.com)
  • Telephone Support

Support Services

  • Service maintenance, which includes maintenance releases, enhancements, new versions, additions and modifications to the Service, that it provides to all other customers under support for no additional fee.
  • Bug fixes to bring the Service into substantial conformance with its then current user guide.
  • Scheduled Outages are usually scheduled during weekends and customers are usually notified via email if down time is expected.

Response time

All support cases are handled with equal urgency, with a response goal of one hour or less during business hours. Outage-related cases are responded to 24/7/365.

 

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