Customer Technical Support

Customer Technical Support is the right place for break/fix issues with FileWave. If something is not working as expected, you need help troubleshooting an error, or service is disrupted, our Support team is here to help.

How to contact Support

We recommend using the Support Portal or email so your issue can be described clearly and routed correctly.

• Support Portal: help.filewave.com. Sign in through FileWave Identity Services when prompted.
• Email: help@filewave.com
• Phone North America: +1 (463) 238-3614
• Phone Switzerland: +41 71 539 26 38

Only listed Support Contacts can open support cases. If your support contact list needs to be updated, please contact Customer Success.

What to include in a support case

Include the details you already have so Support can understand the issue and its impact. Do not delay reporting an urgent disruption while collecting every item.

• Problem and impact: describe what you expected, what happened instead, and whether one device, a group, or the whole environment is affected. Include the exact error text and the time it occurred, with your time zone.
• Environment: include the FileWave Server version, whether it is FileWave-hosted or self-managed, and the affected operating system and Client, Central, or Booster version where relevant.
• Steps and recent changes: describe how to reproduce the issue, when it started, any recent upgrades or configuration changes, and what you have already tried.
• Evidence: attach relevant screenshots with passwords, tokens, and unrelated personal information removed. If logs or remote access are needed, coordinate their collection with Support.

Do not include passwords, API tokens, or private keys in a case, and do not post troubleshooting bundles in public community discussions.

What Technical Support covers

Technical Support primarily handles break/fix issues, including:

• product behavior that is not working as expected
• troubleshooting errors or failed operations
• service disruptions
• diagnosing issues and helping restore normal operation

What to use for non-break/fix help

If you need strategic guidance, migrations, health checks, architecture reviews, training, or other service-led work, please contact Professional Services & Training.

If you need renewals, license expansion, support-contact updates, or general account/lifecycle help, please contact Customer Success.

If you want peer discussion, events, or a community space to connect with other FileWave users, visit the FileWave Discord Server.

For troubleshooting tools and downloads used by Support, see FileWave Support Resources.