Email is our preferred communication channel for support since it allows us to find and prepare complete answers for your requests.
All support emails have top priority.
You can reach us via email at firstname.lastname@example.org
Unlike voice, the written instructions remain available at any time for future reference and enable our Support team to pick up a task or search past conversations.
In case you prefer to phone, kindly direct your request to our UK office.
Monday - Friday (UK Time): 09:00 - 17:00
Phone: +44(0)1963 441311
Outside UK working days/hours: Severity requests outside of UK working days/hours should be directed to +44(0) 2081 233729
Specialized Consultancy and Training
In any development phase of your project, we can provide a specialized team to help and assist in integrating the SFTPPlus product with your project.
Our product architect can help you design the optimal file transfer solution based on SFTPPlus products while our support specialist will help you implement the desired solution.
We also offer on site or remote training for SFTPPlus product and best practices in operating secure file transfer solutions.
Conference calls and online meetings
We understand that calls or meetings are often needed for assisting complex support cases or providing in-depth consultancy.
Conference calls, advanced online meeting and screen sharing tools are some of the ways we do remote meetings.
For screen sharing and online meetings, we use GoToMeeting.
You will be provided with the GoToMeeting conference link, and your country's long-distance and toll-free numbers to call via phone bridge. We recommend calling via phone and using a dedicated headset with a microphone for better audio quality.
First-time users of GoToMeeting should do a quick system check at https://link.gotomeeting.com/system-check. We recommend conducting the GoToMeeting system check in case there are restrictions.
Note: We are prepared to go the extra mile to work with you and we are open to working with other online meeting tools such as Adobe ConnectNow, Cisco Webex, or TeamViewer should there be problems arising from using GoToMeeting.
On site visit
If meetings are needed before creating formal plans or approving budgets you will find Pro:Atria staff understands such needs and is prepared to go to great lengths in order to work with you at all stages - both pre and post-sale.
Note: On site visits are not included in the standard support.
Implementation & Configuration
Some of our customers outsource to major companies including HP, IBM, Fujitsu Services, Tata (TCS), Capita, Lockheed Martin for services such as management of infrastructure, applications and business processes.
We are pleased to work with all of these companies (amongst others) to ensure successful implementation and integration of our software to meet your needs.
We are prepared to provide support for such environments and we understand the need for contracts to be flexible and allow the transfer, assignment or novation of contracts if your outsource relationship changes.
Support and maintenance contracts are renewable annually.
Our standard support includes security fixes and defect fixes for the licensed products.
Reasonable second line of support is part of the standard support arrangements providing the customer supplies the first line of support with a team with ownership and knowledge of SFTPPlus and an appropriate understanding of secure file transfer (and protocols), OS and file system security and the systems, solutions, and projects.
Where practical we will offer advice and input on installation, configuration, integration and usage.
In some cases customers request significant input beyond this and we will be pleased to offer consultancy as below in such cases.
Extended Support and Consultancy
We are happy to offer extended support and consultancy for any requests not included in the standard support contract. Costs will always be agreed in advance and may be on a fixed cost or per day basis.
In some cases consultancy may be required in the planning stages and we are happy to work with your architects and security teams as appropriate.
We still require that someone on the customer side takes ownership of the application, installation, solution, project etc.
We can set up on-site/off-site training sessions, create dedicated deployment and administration documentation and create project specific security and operational guidelines.
Extended Life Cycle Support
For versions which are out of standard support you can request an extended support contract. With an extended support contract you can continue to receive security fixes and technical support
Extended support contracts are subject to case by case evaluation. We will do our outmost to make you a fair offer.
If you need extended support, please request it as soon as possible so that we are aware of your needs. That way we can continue to maintain the internal testing infrastructure required to support that version.