FileHound Direct Customers Only: At FileHound, we understand the importance of timely and efficient support to our customers. We strive to ensure that our customers receive the highest level of support and assistance when using our product. Our customer service levels (SLA) are designed to ensure that your support requests are handled in a timely and professional manner. We provide a range of support options, including email and telephone support, and our knowledgeable support team is available during our normal support hours to help resolve your support requests
We also encourage our customers to explore our online FileHound Knowledge Base, which provided a wealth of information and guidance on using FileHound. At FileHound, we are committed to providing the best possible customer experience and are here to help you
For customers who purchased FileHound through an authorised reseller partner, please refer to the SLA provided by your reseller partner at the time of purchase.
Submitting Requests for Support
Customers / end users should submit requests for support to FileHound by emailing:
This will create a new 'FreshDesk' online support ticket, which will be used to track progress, provide updates, and communicate with you regarding your request.
A support ticket URL/link will be sent to the requester automatically. In case the requester doesn't receive a response from support@filehound.co.uk, they should check their spam mailbox/filters.
Support via Telephone
If you require telephone support, you should first contact FileHound Support by emailing support@filehound.co.uk and requesting a call back. Please provide your:
- Full name
- Contact number and availability
- Details of your support request / reason for call back
Normal FileHound Support Hours
Normal Support Hours are between 0900 hrs – 1730 hrs (UK local time) Mondays to Fridays, excluding UK Bank and Public Holidays.
If a support request is received outside of normal support hours, it will be logged, but no action can be guaranteed until the next working day.
When detailing a support request, please:
- State the support priority (High, Medium, or Low) or Informational if it's for awareness in the subject of the email or at the start of the message. If no priority is mentioned, FileHound Support will allocate it based on their initial assessment of the request.
- Provide as much relevant detail as possible, such as the action you are trying to perform and steps you have taken, the expected result, and whether you have tried to repeat the process and experienced the same result.
- Provide screenshots related to the request, if possible.
- Provide the document filename or details of the "File Information" found in the "Document Info Panel" in the main FileHound document view, if the support request is related to a specific document - see image below:
Support Priority Categories
| Priority | Description |
| High | An problem which would make FileHound inoperable or unworkable |
| Medium | A problem which is inconvenient but does not reduce the FileHound's operational capacity |
| Low | A problem of a minor nature or a general 'how to' question |
| Informational | Requests submitted for awareness or informational purposes |
Acknowledgement Times
| Reporting Method | Priority | Acknowledgement Time |
| E-mail direct or via telephone call back | High | 0-8 Hours |
| Medium | 48 Hours | |
| Low | 5 working days | |
| Informational | 5 working days |
Target Resolution Times
FileHound Support will target a resolution, workaround or agree a plan of action with the customer to the following times-scales:
| Priority | Resolution Time |
| High | 48 Hours |
| Medium | 1 week |
| Low | 2 weeks |
Remember before submitting a support request, please explore the FileHound Knowledge Base - our online resource offers a variety of helpful articles and guidance, ranging from "Getting Started with FileHound" to advanced Administrator and Configuration guides. You may find that the answer to your question or solution to your issue already exists within our knowledge base.
Review of this SLA
This Cloud Service Level Agreement (SLA) will be under regular review, and any updates will be published to the FileHound Knowledge Base and/or placed on the FileHound website (www.filehound.co.uk). The last review of this policy was conducted in April 2023.
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