FileHound Direct Customers Only: The following customer service levels (SLA) are the responsibility of FileHound Support.


Customer who have purchased FileHound via an authorised reseller partner should refer to your 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:


Your request will automatically create a new 'FreshDesk' online support ticket which will be used to track progress, provide updates, and communicate with the requester. 

A support ticket URL / link will be sent to the requester automatically - please check your spam mailbox/filters if you do not receive a response from support@filehound.co.uk.

 

Support via Telephone

If telephone support is required to discuss your support request, then please contact FileHound Support first by emailing: support@filehound.co.uk requesting a call back. Please provide the following details to help us with your call back request:

  • 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 hrs1730 hrs (UK local time) Mondays to Fridays excluding UK Bank and Public Holidays.


Support requests received outside of normal support hours will be logged, however no action can be guaranteed until the next working day

 

When detailing your support request please: 

  • State in the subject of the e-mail, or at the start of your message, your support priority High, Medium or Low if you believe the request to be such - choose Informational if it is for awareness. If you do not state a priority, then FileHound Support will allocate the priority based on their initial assessment of your request.
  • Please provide as much relevant detail as possible - for example:
    • the action you are trying to perform and steps you have taken
    • what the expected result should have been
    • have you tried to repeat the process and experienced the same result?
    • where possible please provide screenshots related to the request
    • if the support request is related to a specific document, please provide the document filename or details of the 'File Information' found in the 'Document Info Panel' found in the main FileHound document view - see image below:


FileHound File Information Panel


Support Priority Categories 

 

PriorityDescription
HighAn problem which would make FileHound inoperable or unworkable
MediumA problem which is inconvenient but does not reduce the FileHound's operational capacity
LowA problem of a minor nature or a general 'how to' question 
InformationalRequests submitted for awareness or informational purposes



Acknowledgement Times 

 

Reporting MethodPriorityAcknowledgement Time
E-mail direct or via telephone call backHigh0-8 Hours
Medium48 Hours
Low5 working days
Informational5 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: 


PriorityResolution Time
High48 Hours
Medium2 weeks
Low1 month

  


Remember to explore the FileHound Knowledge Base before submitting a support request - our online resource provides a range of help articles and guidance on topics from 'Getting Started with FileHound' to more advanced guides for Administrators & FileHound Configuration.