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

24/7 web and email support with best-effort response times.

Premium

SLA & Elevated Response

Live 24/7 phone access and elevated response times with stated SLAs.

Platinum

Exclusive Support & Fastest Response

Exclusive support number for live 24/7 assistance with the fastest response times and SLAs.

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
Associated Plans
Your service plan is determined by the Egnyte platform plan you choose.
Teams/Business Enterprise Lite Enterprise
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
24/7 24/7
Priority Response
Yes Yes
Associated Plans
Your service plan is determined by the Egnyte platform plan you choose.
Teams/Business Enterprise Lite Enterprise
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
- 24/7 24/7
Priority Response
- Yes Yes
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.
2 Days or ETA 4 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.
- 2 Days or ETA 4 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.

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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.

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Support plan exclusions, terms, and conditions