Product-Specific Support:

Standard Support

With Standard Support you get:

  • Telephone support:
    Monday - Friday, 8am to 6pm CST
  • Self-service tools:
    Knowledge Base, Help Files, installation files and documentation.
  • All publicly released major upgrades and minor updates:
    During the term of the agreement at no additional charge.
  • San Antonio, Texas based support team.
  • Maintenance and Support Agreement

Phone Support: 1-210-366-3993

24/7 Support

With Platinum Support, you get everything in Standard, plus:

  • Emergency, 24/7 Phone Support:
    We are always on-call to help
  • Priority Queue:
    Your calls go to the front of the line
  • Proactive Service:
    Periodic business reviews addressing challenges and upcoming initiatives.
  • Maintenance and Support Agreement

Phone Support: Contact your sales rep to get your Platinum Support number.

 

Online Resources

Recover a Lost Serial Number
If you know the email address you used when you originally registered, then we can send it to you at your new address.

Globalscape End of Life (EOL) and
Support Life Policy
This policy explains the type of Support Services Globalscape will provide for Licensed Software at various points during the applicable product's life cycle.

Officially Supported Products and EOL Dates

Additional Support

Replacement Software
Download both new and historical versions of your licensed software for upgrade and system restoration.

Knowledge Base
The Globalscape Knowledge Base is a dynamic compendium of information on our products. Subscribe to the RSS feed to keep abreast of the latest KB articles.

Help Files
Instantly access the most recent versions of help files for your products.

 

Limitations On Technical Support

Technical support is limited to the reporting and correction of product defects and installation and configuration assistance. At this time, personal technical support is available in English only. For assistance in other languages, please visit the User Forum. Technical support is provided in accordance with the Globalscape End of Life (EOL) and Support Life Policy and the Maintenance and Support Agreement. For a complete list of supported products, see our Knowledge Base article.

While we are happy to support your usage of our products and will help in overcoming any difficulties you may encounter, Technical Support does not include advanced issues such as problems with COM development, HTML development, custom macro scripts, development of Web sites, or any other issues not directly related to the workings of our software. For help in those areas Professional Services may be available.

Note: Free, personal technical support is not available after the trial period expires. To purchase or renew a maintenance and priority support subscription call our sales team at 1-800-290-5054 (US or Can) or 1-210-308-8267 or use the Online Form.