Egnyte Support Services
Your Safety Net for Quickly Resolving Issues
Have a question? Need help? Our team of support specialists are here to ensure your success with unwavering commitment. Whether that’s troubleshooting a configuration issue or helping customers with year-end auditing requirements.
Standard
24x7 Customer Support
Premium
SLA & Elevated Response
Platinum
Exclusive Support & Fastest Response
Avi Rosenholtz
CTO, Link Homecare
“The customer support we’ve received has been amazing. Outsourcing content management of extremely sensitive healthcare information is an anxious undertaking for any company in healthcare, but the responsive customer support and advice we got from Egnyte constantly assures us that we chose the right solution.”
Standard
Premium
Platinum
Services Provided
Access to Upgrades/Releases All plans have access to regular software updates. | Yes | Yes | Yes |
Online Documentation All plans have access to the complete set of online documentation | Yes | Yes | Yes |
Real-time Automated Ticket Tracking Get the status of your ticket via the automated portal | Yes | Yes | Yes |
Email/Web Support Quickly and easily submit your support ticket 24/7 via email or the web portal or email. Note: Response times will vary depending on your service plan. | 24/7 | 24/7 | 24/7 |
Live Phone Support Speak with a live agent to submit your ticket and resolve your issue. Note: Response times will vary depending on your service plan | Yes | 24/7 | 24/7 |
Priority Response | Elevated | Highest |
Access to Upgrades/Releases All plans have access to regular software updates | ||
| Yes | Yes | Yes |
Online Documentation All plans have access to the complete set of online documentation | ||
| Yes | Yes | Yes |
Real-time Automated Ticket Tracking Get the status of your ticket via the automated portal | ||
| Yes | Yes | Yes |
Email/Web Support Quickly and easily submit your support ticket 24/7 via email or the web portal or email. Note: Response times will vary depending on your service plan. | ||
| 24/7 | 24/7 | 24/7 |
Live Phone Support Speak with a live agent to submit your ticket and resolve your issue. Note: Response times will vary depending on your service plan | ||
| Yes | 24/7 | 24/7 |
Priority Response | ||
| - | Elevated | Highest |
Urgent Priority
An Urgent Priority is when the Services are down or not functioning, resulting in a disruption to a customer’s operations, and there are no effective workaround exists. |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | 1 Hour | 30 mins | |
Frequency of Updates Receive regularly scheduled updates on how we are progressing towards resolution of your issue. | 8 Hours | 2 Hours | |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | 24 Hours | 12 Hours |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | ||
| - | 1 Hour | 30 mins |
Frequency of Updates Receive regularly scheduled updates on how we are progressing towards resolution of your issue. | ||
| - | 8 Hours | 2 Hours |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | ||
| - | 24 Hours | 12 Hours |
High Priority
A High Priority issue is any issue other than an Urgent Priority issue in which one of more functions in the Services are down or not properly operating. The customer’s operations are disrupted but there is an effective workaround that maintains necessary business-level operations. |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | 1 Hour | 30 mins | |
Frequency of Updates Receive regularly scheduled updates on how we are progressing towards resolution of your issue. | 4 Days or ETA | 2 Days or ETA | |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | 4 Days | 2 Days |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | ||
| - | 1 Hour | 30 mins |
Frequency of Updates Receive regularly scheduled updates on how we are progressing towards resolution of your issue. | ||
| - | 4 Days or ETA | 2 Days or ETA |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | ||
| - | 4 Days | 2 Days |
Standard Priority
A general product usage questions or other non-operations impacting issue. |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | 1 Hour | 30 mins | |
Frequency of Updates We keep you informed of how we are progressing towards resolution with a proactive update on when we expect resolution | ETA | ETA | |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | 7 Days or ETA | 5 Days or ETA |
Acknowledgement Acknowledgement of the request and there has been an initial verification of the problem | ||
| - | 1 Hour | 30 mins |
Frequency of Updates We keep you informed of how we are progressing towards resolution with a proactive update on when we expect resolution | ||
| - | ETA | ETA |
Targeted Fix/Workaround Every situation is different, but we will tirelessly work to find a workaround or fix your issue within the stated targets of your plan | ||
| - | 7 Days or ETA | 5 Days or ETA |
Professional Services
Interested in accelerating your deployment or developing a plan to optimize your governance maturity? We also have a comprehensive suite of professional services offerings that can help.
Egnyte Platform Plans
The Egnyte Platform is flexible to meet the needs of any business. Check out our pricing page to see which plan is right for you.