Customer Technical Support

Contacting Support

Do you require technical assistance or have any questions? We recommend using the web or email options to contact our support team, as they provide an opportunity for you to thoroughly explain your issue and for our representative to conduct proper research. These channels are typically the most effective means of getting the help you need. Note that you can only open support cases if you are a listed Support Contact. If you need that contact list adjusted at any time please reach out to Customer Experience who maintain the contacts.

💬 Support - https://help.filewave.com/
📨 Support - help@filewave.com

☎️ Phone North America +1 (888) 345-3928
☎️ Phone Switzerland +41 71 9143080
☎️ Phone Germany +49 211 54011690

What Does Technical Support Cover?

Technical Support primarily covers break/fix issues related to FileWave. These are instances where something isn't working as expected or there's a disruption in the service. Our team is dedicated to diagnosing and resolving these problems to ensure your FileWave experience is as smooth as possible. However, it's important to note that our support does not extend to certain areas. For more complex tasks such as Migrations, Health Checks, and Best Practices, we offer Professional Services. This is a paid service that provides in-depth assistance tailored to your specific needs. 

For non break/fix collaboration and discussions, we recommend using our Discord and Alliance Forums. These platforms are free to use and provide a space for FileWave users to share insights, ask questions, and collaborate on various topics. Remember, our goal is to provide you with the best possible support and resources to maximize your FileWave experience. Whether it's through our dedicated Technical Support, Professional Services, or our community platforms, we're here to help.

💼 Professional Services - Professional Services & Training
🗨️ Discord - FileWave Discord Server
🔗 Alliance Forums - FileWave Alliance Forums

FAQ - Support Ticketing system migration (July 2023)

What about my existing tickets?

All of your tickets will be migrated and available in the new system.

Do I access Support in a different way?

Nope, all previous forms of communication are still in place. We will utilize the existing URL, email, and phone numbers. (see above)

When will the migration complete?

All tickets will be migrated over the weekend of July 22nd/23rd. The new system will be in place and ready to use on July 24th.

Is there anything I need to do?

Mostly no. As mentioned before, every ticket is migrating to the new platform. The only action on your part is if there is a need to reply to an existing, open ticket. Responding to an existing, open ticket via email will create a new ticket in HubSpot. This is because the email is now going to HubSpot instead of Jira.

To work around this, you could update the ticket by logging into help.filewave.com. This will send you a new email via the system allowing you to communicate with Support in this new thread. Support will also work to resolve any duplicate tickets created during this transition to HubSpot.