Follow

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.

Severity & Response

Severity

Definition

Response Goal

Severity 1 (Emergency)

Service substantially fails to perform or complete system outage.

1-hour response
24/7/365

Severity 2

Minimal to no impact on the availability or performance of the Service.

4-hour response
during Support Hours

 

 

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

0 Comments

Article is closed for comments.