World-class services and support for your organization
Globalscape’s Support team helps you get the most out of your EFT platform. Our support engineers act as your partner, sharing best practices, addressing pain points, and assisting with process development.
Why Globalscape Support?
- You’ll benefit from the assistance of a professional, highly trained, North American-based team
- You can rest easy knowing support is available 24 hours a day, 7 days a week
- Our team provides best-in-class customer support, achieving a 98% customer satisfaction score and a +68 Net Promoter Score (+50 is considered Excellent)
Globalscape’s offers different support packages so you can choose which one best meets the needs of your business. Each package is designed to help you maximize the value of your Globalscape products and drive better outcomes for you and your team.
Designed for small to mid-size organizations that need only break/fix and Web-based support during normal business hours. Only available with EFT Express licenses.
Web and chat-based support
Designed for growing businesses that would benefit from deployment configurations, migration and best practices advice, as well as live (telephone) support from support engineers.
Professional offers all of the features of our Basic support level, plus:
Faster initial response times
Priority case handling
Remote support (at Globalscape’s discretion)
Access to Globalscape’s Beta program
Designed for mid-size to large organizations that require fast access to support resources with 24x7 support availability for critical issues, as well as priority response handling and resolution from a senior technical team.
Premier offers all the features of our Professional support level, plus:
24x7 support for critical (Severity Level 1) problems
Faster initial response times than Professional Support Plan holders
Priority case handling (over Professional Support Plan holders)
Direct access to senior technical support engineer team (no “triage”)
1 patch per build (when necessary)
Annual case review
Designed for large enterprises with complex environments that require dedicated, personalized, proactive support around the clock from a seasoned Technical Account Manager. Includes a complimentary Health Check and 1-Day Onsite Review.
Expert offers all the features of our Premier support level, plus:
Dedicated Technical Account Manager (TAM)
24x7 support for severe (Severity Levels 1 and 2) problems
Fastest initial response times
Highest priority case handling
Quarterly case review
Annual Health Check
1 onsite system review per year
Access to source code escrow program (additional fee)