At our core, we are driven by the commitment to provide you with top-notch customer support services. No matter the size of your organization, our team of file transfer experts is here to help. 

Our customers' satisfaction is paramount, and we take pride in our 97% average customer satisfaction score based on the Zendesk survey results from last year.

Are you in need of help after hours? Or would you like to find help on your own? You can easily access our 24/7 online knowledge base that offers helpful information. Whether you need to troubleshoot an issue or just want to learn something new, this resource is available for you anytime. 

The scope of support for Cerberus FTP Server is outlined below, guaranteeing you expert-level guidance, prompt troubleshooting, bug fixes, and timely issue resolution throughout your subscription.

Our support team is here to assist you whenever you need it. Your satisfaction is our priority, and we look forward to serving you throughout your subscription period.

                                                                                      

Support Eligibility

Cerberus provides technical support for customers with a current subscription. 

For legacy customers on perpetual licenses, your service agreement expiration will end on the date listed in the license email and in the Cerberus interface.

Communication Channels and Contact Details

Phone: +1 (703) 372-9750

Email: Support@Cerberusftp.com

Online Knowledge Base: https://support.cerberusftp.com/hc/

Address: Redwood Software Inc., 3201 Dallas Parkway, Suite 810, Frisco, TX 75034, USA (Attn. Cerberus)

 

Technical Support Information

Support Hours

The applicable support hours are described in your support contract (in case of differences between the support contract and this document, the support contract prevails).

• For Professional and Enterprise customers, support is available Monday through Friday, from 9 am to 5 pm. Eastern Time Zone (EST)
• For Enterprise Plus customers, support is available during regular business hours, from 9 a.m. to 5 p.m. Eastern Time Zone (EST). Additionally, for priority one issues, support is available 24x7, providing round-the-clock assistance.

 

Incident classification

To ensure an efficient and targeted approach to resolving support incidents, we utilize a priority-based classification system. This system enables us to address the severity of each issue effectively. Please note that our priority levels are defined based on the impact of the incident, and we have the flexibility to adjust them if needed.

 

Priority 1 / Critical Priority

 This category is reserved for critical issues that significantly impact business operations. 

Priority 2 / Major impact 

Issues in this category can have a notable impact on operations but don't completely halt them. 

Priority 3 / Standard Priority

This category covers questions, minor issues, and requests for information. 

 

Service Level Agreement (SLA)

Please refer to your Cerberus Support Guide 

 

Getting Support 

We are committed to helping you resolve any issues you may be experiencing. Our dedicated support team is available to investigate and address any problems promptly. We offer various avenues to seek assistance, so please feel free to reach out to us using the method that works best for you. 

• Phone support: Phone support is available for all eligible customers during normal business hours, Monday-Friday, except for US Federal holidays and other closings.

• Email support: Email support is available for all eligible customers

• Online help: Our extensive online help covers everything you would need to know about Cerberus FTP Server. You can find answers to your questions quickly and easily without having to open a support ticket.

• Remote assistance: On occasion, the support team may initiate a remote session for the purpose of troubleshooting the application if appropriate. These sessions are initiated by the Support Engineer applying the best judgment to determine the best approach for resolving your issue. If a remote session is started, the customer will be responsible for controlling the session and making any suggested application changes at their discretion.

 

Supported Versions, Platforms, and End-of-Life Schedules

Supported Versions

Cerberus will provide support only for the versions specified on our Life Cycle Fact Sheet. Changes to supported versions will be announced in advance through notifications sent by email (if you have signed up for our newsletter) and as posted on our website. 

End of Life

Cerberus will keep an up to date list of supported versions and End-of-Life schedules on the Cerberus Support site: Lifecycle Fact Sheet

Platforms Supported

Cerberus supports using our products only on the platforms (Hardware and Operating Systems) specified on the Minimum System Requirements page. Cerberus will maintain a list of these platform requirements, on the Cerberus Support site: https://www.cerberusftp.com/support/help/minimum-system-req/

 

What does support include?

Technical Support 

Our support team will provide support and advice on:

• Basic overview of product functions
• Product Configuration
• Diagnosing/Troubleshooting errors generated by the Cerberus application
• Errors that occur when attempting to connect 
• Review Cerberus logs to determine if the issue is, or is not, related to Cerberus

Upgrades and Migrations

Answering questions about upgrade methods and hardware requirements.

Resolving any application errors that may occur during upgrades or migrations.

3rd Party Product Integration

There are many applications and products you can use to connect to Cerberus. The support team will provide support for establishing a connection between Cerberus and an external tool, where we have experience. Any configuration or troubleshooting assistance of products outside of Cerberus FTP Server is not supported.

Enterprise Plus Support Services

Upgrade Planning
This means we will assist customers in reviewing their upgrade plans, offering feedback and suggestions to ensure a smooth upgrade. Additionally, customers may request a 30-minute call with a support engineer to answer any final questions and review their overall plan. We also can assist with the migration to JscapeMFT. 

Upgrade Assistance 

Our support team is available to guide you through every step of the upgrade process, including necessary procedures, configuration changes, and post-upgrade tasks to ensure success.

Remote Assistance

Our Enterprise Plus customers can get additional support through remote assistance. Our support engineers can diagnose and address technical issues securely by connecting to their system or network.

This service is limited to 6 hours per year for Enterprise Plus customers. Our support engineer will guide you through a secure remote assistance session. You maintain control and have the final say in any changes.

Out-of-Scope Services 

To clarify the scope of support we offer, please note the following items that are excluded from our support services:

Configuration of 3rd Party Devices and Applications:

Our support team focuses solely on assisting with configuring the Cerberus application. We do not provide support for configuring or troubleshooting third-party devices and applications.

Upgrade Monitoring:

While our support team provides assistance in resolving errors during upgrades, we do not offer dedicated monitoring services for upgrade processes.

Out-of-Date Software:

We generally support each major release of Cerberus software as specified on our Life Cycle Fact Sheet. Any version of Cerberus Software for which support services have been discontinued will no longer be supported.

File Recovery:

We do not provide support for the recovery of damaged or deleted files. This includes any assistance related to file recovery operations.

Custom Code/Scripts:

Our support services do not encompass assistance with writing, planning, or debugging custom code or scripts. We focus on addressing issues related to the core functionalities of the Cerberus application.

System/Server Administration Activities:

While we can provide guidance based on best practices and general knowledge, support does not extend to comprehensive assistance with system/server administration activities. This includes the configuration of SQL Server, firewalls, the Windows environment (Windows KBs, hotfixes, patches), third-party applications including security suites (antivirus), and network settings.

Altered or Modified Cerberus Software:

Support is limited to the original, unaltered version of Cerberus FTP Server unless the modifications have been made by Cerberus or are explicitly defined in the Admin Guide or Online Help resources.

Improper Use:

Defects in the application resulting from hardware malfunction, abuse, or improper use are not covered under our support services.

Training/Professional Services:

We do not offer training or professional services specifically related to the basic operation of the application. Our support page provides resources to address common issues directly supported by us. We strongly encourage our customers to utilize these resources to seek support and enhance their familiarity with our product.

API Support 

Our online guide gives developers a single location to find the examples and documentation you need to administer Cerberus using SOAP. 

Support can provide some basic guidance. However, support does not assist with writing, planning, or debugging any custom code.