Support and remote sessions

What email support includes

Email support is included while your subscription runs. We’ll help when:

  • FileChimp isn’t working as the guide describes: an error, a filing that fails, or search not finding something it should.
  • You can’t find the answer in the user guide, administrator’s guide or FAQ.
  • You have a question about your licence or invoice.

If the guide already covers it, we’ll send you the right section. Please check the guides and FAQ first; they’re the quickest answer. FileChimp Central’s guides open from your dashboard, and FileChimp Classic has its User Guide.

Email support works by email: we suggest the steps, and you or your IT team carry them out.

If you’d like us to walk you through something, do it for you on your screen, set FileChimp up, design your folders or filing rules, or train your team, book a remote session below or ask us for a quote. Paid sessions are also there for customers whose older fixed licence no longer includes support. If a session finds a fault in FileChimp, you won’t be charged for it.

We may need to install updates or prerequisites during a session. We can’t promise every problem can be fixed, but we’ll work with your IT team where needed to find the best solution.*

*Support may need the latest version of FileChimp. Updating costs extra if you don’t have a subscription or maintenance plan.

What it costs: £50 + VAT for the first 30 minutes, paid when you book. Other currencies are shown at checkout. If we need longer, your saved card is charged afterwards in 15-minute blocks at the same rate, and we will ask you before going past an hour.

How it works: pay by card, then use your booking link to pick a time.

Moving your session: you can move it up to 12 hours before it starts. Sessions can’t be cancelled, and a missed session is still charged. We only refund a session that finds a fault in FileChimp.

Book a remote session

Joining your session: we meet on Microsoft Teams, using the link in your booking email. If we need to work on your PC, we will ask you to open TeamViewer QuickSupport when the session starts.