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Dedicated Technical Support

FinalCode is easy to use, simple administer and quick to deploy. We are dedicated to offering our customers and partners with access to timely and helpful information, resources and technical support staff so you can get the most from our file security platform. To obtain more technical details about FinalCode, visit our Specifications section or visit our Frequently Asked Questions section. FinalCode provides different technical support and professional services options. During the term of the support subscription, FinalCode customers may be entitled to online support, telephone support, as well as updates and new releases. Users are able to submit support requests by email or phone with the ability to track submitted cases. We are here to support you when you need us. When you have question or issue, please go through the following support options.

1. Entitlement

Check out your support subscription

2. User Guides

We are constantly updating our user and administrator guides. Our FinalCode client and web console provides access to the latest manuals. Chances are, you will find your answer here.

3. FAQ

Check out our FAQ to see answers to many common questions

4. Email

Send questions and issues to support@finalcode.com.
This is the only support option available for users of the FinalCode Reader (View-Only).

5. Telephone Support

Check your support subscription for eligibility.

Security and Availability Advisories

FinalCode follows hosting service provider and secure software development best practices. We notify SaaS customers of service availability on a timely basis. We also notify customers to inform them of discovered vulnerabilities found in our products and the recommended steps to mitigate the potential exposure. Licensed users can receive notification by email. If you have identified a new vulnerability, please immediately email support@finalcode.com with “Vulnerability” in the subject line as well as providing functional details and source reference.

Support Subscriptions

FinalCode strives to provide timely and effective support to our customers and partners as defined in the support entitlement details below. FinalCode online support is available to all users is available to all users.  FinalCode email and phone technical support is available to licensed users who are administrators of the FinalCode platform. In order to optimize our response for all users, please be sure to first review the support entitlements and when contacting FinalCode support, please prepared to include your license number (found in your FinalCode client application), a brief summary of the question or issue, and necessary details for our support staff to replicate the problem.

Technical Support Entitlements

FinalCode Readers / View-only users will have their FinalCode client dynamically updated and can obtain support via online FAQ and can send email inquiries to support@finalcode.com. Business Edition administrators are entitled to Standard Support, while Enterprise Edition administrators are entitled to Advanced Support.

Standard Support

Advanced Support


Term

1 Year or multi-year from shipment date

1 Year or multi-year from shipment date


Support hours

6am – 6pm (PST)
Business days except US holidays

24 x 7 x 365 Pacific Standard Time (PST)


Email support

Yes

Yes


Software updates*

Yes

Yes


Telephone support

No

Yes**


General inquiry support response time

Within 2 business days

Within 1 business day


High severity inquiry support response time***

Within 1 business days

Within same day


Standard Support


Term

1 Year or multi-year from shipment date


Support hours

6am – 6pm (PST)
Business days except US holidays


Email support

Yes


Software updates*

Yes


Telephone support

No


General inquiry support response time

Within 2 business days


High severity inquiry support response time***

Within 1 business days



Advanced Support


Term

1 Year or multi-year from shipment date


Support hours

24 x 7 x 365 Pacific Standard Time (PST)


Email support

Yes


Software updates*

Yes


Telephone support

Yes**


General inquiry support response time

Within 1 business day


High severity inquiry support response time***

Within same day


* Software updates for non-subscription licenses require the optional purchase of additional support and maintenance services. Software updates are applied to SaaS customers according to scheduled and ad hoc hosted application maintenance.

** Telephone support is available to Enterprise Edition administrators  for high severity inquiries.

***High severity issues are reproducible product issues that cause the product to fail to operate or cause a material feature to not perform according to published documentation