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Support

Get the help you need to succeed with Filedgr. Our team is committed to providing timely assistance for technical questions, implementation guidance, and platform support. Please talk with your Filedgr contact for personalized support.

Email Support​

Support Resources​

Documentation​

Community​

Support Tickets​

Creating Effective Tickets​

To ensure efficient and effective resolution, please include as much of the following details below when contacting support@filedgr.com:

  1. Clear problem description

    • What you were trying to do
    • What happened instead
    • When the issue started

  2. Environment details

    • Account ID or email (found in your Filedgr profile)
    • Browser/OS version
    • API version, if using integrations (e.g., developer tools)

  3. Steps to reproduce

    • Numbered list of actions
    • Expected vs. actual results
    • Include screenshots, videos, or error messages if possible

  4. Business impact

    • Urgency level
    • Number of users affected
    • Workaround attempts

As our support capabilities grow, we may update these guidelines to serve you better.

Example Support Request​

Subject: Vault Creation Failing with 500 Error

Description:
I'm unable to create new vaults using template "supply-chain-v1". 
The request returns a 500 Internal Server Error consistently.

Environment:
- Account: user@company.com
- Browser: Chrome 120.0.6099.109
- API Version: v1
- Template ID: supply-chain-v1

Steps to Reproduce:
1. Navigate to Create Vault page
2. Select "Supply Chain Template"
3. Fill in required fields (name, description)
4. Click "Create Vault" button
5. Error appears: "Internal server error occurred"

Business Impact:
- HIGH - Blocking new product onboarding
- 5 team members affected
- No known workaround

Additional Info:
- Issue started approximately 2 hours ago
- Previously worked fine yesterday
- Other templates work normally
- Screenshot attached: error-screenshot.png

Developer Support​

Developer Resources​

Office Hours​

Weekly developer Q&A sessions:

  • Time: Thursdays 2-3 PM EST
  • Format: Video call with screen sharing
  • Registration: calendly.com/filedgr/office-hours
  • Topics: Technical questions, implementation reviews, feature requests

Feature Requests​

Submitting Requests​

Help us build what you need:

  1. Feature Request Form
  2. GitHub Discussions
  3. Direct email: product@filedgr.com

Request Process​

  1. Submission - Describe the feature and use case
  2. Review - Product team evaluates feasibility
  3. Feedback - We may ask clarifying questions
  4. Roadmap - Accepted features added to public roadmap
  5. Development - Track progress and get updates
  6. Release - Early access for requesters

Public Roadmap​

See what we're building:

  • roadmap.filedgr.com
  • Vote on existing requests
  • Comment and provide feedback
  • Get notifications for updates

Emergency Support​

Critical Issues​

For issues that severely impact your business:

Definition of Critical:

  • Complete platform outage
  • Data loss or corruption
  • Security breach or vulnerability
  • Compliance violation risk

Emergency Contact:

Incident Management​

Our incident response process:

  1. Immediate acknowledgment with ticket number
  2. Assessment of impact and severity
  3. Mitigation to restore service
  4. Communication with regular updates
  5. Resolution and service restoration
  6. Post-mortem with root cause analysis

Remember: The fastest way to get help is often through our comprehensive documentation and FAQ. For urgent cases, direct email contact typically provides the quickest response.