Troubleshooting steps are available for self help in the User Guide. If FileChimp has been working well for you the User Guide troubleshooting steps should contain all the answers to get you up and running again (provided there has not been an update or change to your environment).
If you are not able to resolve your issue or require hands on assistance by remote support session, premium support is available to you.
NOTE – Email support is included by default on current subscription purchases. Email support does not include remote troubleshooting and will require you or your IT department to action our suggestions and answer our questions.
Our premium remote support option is here for those who are no longer eligible for free support (those who purchased our legacy fixed licences and are no longer eligible for free support) or anyone who need hands on support working directly on their computer. We will contact you to discuss your requirements and provide remote assistance to share your screen (where required) and provide support. This may require us to install pre-requisites or updates to FileChimp*, providing general troubleshooting and consulting. The cost is per instance and allows for a maximum troubleshooting time of 1 hour. We cannot guarantee a successful outcome on all cases but we will work with your IT department where required to provide the best possible solution.
*Support may require you to update to the latest version of FileChimp, additional costs will apply where the customer is not under subscription or a valid maintenance plan.
When a support session has been arranged please CLICK HERE to establish a remote support session