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 |
|
Severity 2 |
Minimal to no impact on the availability or performance of the Service. |
4-hour response |
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