Support and its delivery is a factor that sets any high-tech company apart. Whether it’s advice for optimizing their system, end-user error, or even a bug being reported—yes those critters do creep in somehow!—the support given to a client can make all the difference.

Here at FileCatalyst we have a very simple and effective policy: we want to hear from our customers who face technical issues. Why? Because, we can not only address the issue for that particular customer but also resolve the underlying factors to prevent it from happening again. In some cases, an issue is out of the customer’s control and it’s up to us to provide the best solution.

For example, if the issue comes down to understanding the product and its functions rather than an actual problem with the software, then we might recognize the need for updating technical documentation for increased clarity.

If the issue turns out to be technical and the application behaves in an unexpected way, we want to know. Our dedicated staff investigates, tracks, and fixes any bugs that appear. Turnaround time can be as little as a day for minor bugs; if more time is required, the development team will work diligently toward the quickest fix possible, while keeping clients updated with progress reports.

When you call FileCatalyst, you don’t get an agent with a list of canned responses. Your first contact is with someone who works directly with the product suite on a daily basis. Greg is one of those regulars at the company. He’s been with us for more than a year, providing exceptional level 1 support to our customers. We provide a 24/7 support service for our enterprise customers and are always available for priority support during regular office hours for all current customers.