Support Coverage

We have adopted a chat-first support approach to enhance customer experience and efficiency of our products offered. This strategy provides real-time, instant assistance that aligns with the demand for quick resolutions in today’s fast-paced world. Our digital-first approach aims to expedite issue resolution through improved self-service options.

As of March 4, 2024, our current Support offerings are Base Support and Enhanced Support (by Invitation Only), as detailed below, Support offerings for Citrix agreements are described here . 

 

Breakdown of Support coverage by offering:

Base Support: Customers and Users

Support coverage includes:

• 24x5 Technical Support via Chat
• Technical Support Business or Open Hours : 8:30 pm - 8:30 pm | Sunday - Friday (EST)
  • NOTE: As of December 1, 2026, our new Technical Support hours will be 8:00 pm - 8:00 pm | Sunday - Friday (EST)
• Customer Service Business or Open Hours : 3:00 am - 7:30 pm | Monday - Friday (EST)
  • NOTE: As of December 1, 2026, our new Customer Service hours will be 3:00 am - 6:00 pm | Monday - Friday (EST)
• Sales Business or Open Hours : 8:30 am - 5:00 pm | Monday - Friday (EST)

• Weekend Support for Sev 1 Issues
  (Active Agreements Only)   

• English-only

• Break/Fix

• View case status online

• Access to Communities

Enhanced Support : (by Invitation Only - terms subject to change)

ShareFile Base Support coverage plus: 

• 24x7/365 coverage for Sev-1 issues

• Priority routing

• Senior-level Engineer

• Open cases online and phone

For Japanese customers, please see the Japanese Support article.

NOTE: As of December 1, 2026 we will only offer multilingual support through chat. 

 

Resolution Times and Response Times

Technical Support provides a range of targeted response times depending on the urgency of your issue. We do not guarantee resolution times–with no exceptions–given environmental nuances that can impact infrastructure products. 

Response Times

Our initial response times are:
 

Severity	Base Support	Enhanced Support
Severity 1	30 minutes	<15 minutes
Severity 2	2 Business hours	30 minutes
Severity 3	8 Business hours	4 Business hours
Severity 4	8 Business hours	4 Business hours

Status Updates 

Status updates are provided: 
 

Severity	Base Support	Enhanced Support
Severity 1	Every day until the issue is fixed   or   a workaround is shared.	Every day until the issue is fixed  or   a workaround is shared.
Severity 2	Every 48 hours	Every 24 hours
Severity 3	Every 72 hours	Every 48 hours
Severity 4	Every 5 Business days	Every 72 hours

Support Severity Levels

Support Severity levels are:

1. Severity 1 – Critical Outage (no workaround exists)
2. Severity 2 – Production Impact
3. Severity 3 – System Impaired
4. Severity 4 – General Guidance

Severity 1 – Critical Outage: Halts Operations with Financial Impact or relates to a high-risk security issue. No workaround exists 

• There are conditions that severely impact the primary functionality of the product, halt your business operations creating significant financial impact, and no workaround exists. 
• Issue occurs with high frequency or duration and could require drastic measures to restore the services. 
• There is a high-risk security issue, as determined by ShareFile.

Support level: Continuous engagement with the customer until the issue is mitigated and lowered to a Severity 2. Communication cadence with customers every 24 hours until the issue is stabilized.

Customer participation in the resolution: You have a dedicated resource available to work with the ShareFile team while the issue is investigated.

Note: Chat support is available 24/5 from 8:00 pm (EST) Sunday to 8:00 pm (EST) Friday. Phone support is available for Sev-1 issues during weekends (1.800.441.3453). 

Severity 2 – Production Impact: Service is highly degraded and impacts the ability to deliver
services. No reasonable workaround exists.

• Features or functionality are impaired, but users can still leverage the service.
• The issue has an impact on administration, maintenance, operation, or other secondary functions.
• There's a reduction in the software capacity, but still able to handle expected load.

Support level: Communication cadence with customers every 48 hours until the issue is stabilized.

Customer participation in the resolution: You will have a resource(s) available to work with the ShareFile team to support remediation (run debug tools, apply potential fixes and workarounds, etc). Timing of response to requested actions commensurate with that provided by ShareFile unless there is a mutually agreed upon deviation.

Severity 3 – System Impaired: Features or functionality are impaired, but users can still leverage
the service.

• There are general "how to" questions or issues including usage, configuration, functionality, navigation, and feature-released questions.
• There is minimal to no business or production impact.
• There are minor errors in the documentation.

Support level: Communication cadence with customers every 72 hours until the issue is stabilized.

Customer participation in the resolution: You will have a resource(s) identified to work with our team to support remediation (run debug tools, apply potential fixes and workarounds, etc). Timing of response to requested actions commensurate with that provided by ShareFile unless there is a mutually agreed upon deviation.

Severity 4 – General usage or configuration questions. No business or production impact.

• Question or issue that does not impact the system's functions and doesn't affect the system’s ability to deliver expected services to end-users.
• Includes routine technical queries such as usage, configuration, navigation and feature related questions.
• Minimal or no impact on business operations.
• How to” questions regarding features/functionality
• Minor errors in documentation

Support level: Communication cadence with customers every 72 hours until the issue is stabilized.

Customer participation in the resolution: You will have a resource(s) identified to work with our team to support remediation (run debug tools, apply potential fixes and workarounds, etc). Timing of response to requested actions commensurate with that provided by ShareFile unless there is a mutually agreed upon deviation.
 

Former Citrix Support

We will continue to honor customers' existing Citrix Success Services offering, including Core/Select, Advanced, Priority, Priority Plus, and TAM contracts, through their expiration dates with the following capabilities:
 

Former Citrix Core/Select	Former Citrix Priority w/Technical Account Manager
Support coverage includes: Phone support 24x7 coverage for Sev-1 issues	Support Coverage plus: Phone support Open cases online 24x7 coverage for Sev-1 and Sev-2 issues

Phone support (1.800.441.3453) is available for Citrix Core/Select and Priority customers.
Online case creation is available for Priority customers. 

Response Times

Severity	Former Citrix Core/Select	Former Citrix Priority
Severity 1	30 minutes	<15 minutes
Severity 2	2 Business hours	30 minutes
Severity 3	8 Business hours	4 Business hours
Severity 4	8 Business hours	4 Business hours

Status Updates

Severity	Former Citrix Core/Select	Former Citrix Priority
Severity 1	Every day until the issue is fixed   or   a workaround is shared.	Every day until the issue is fixed or   a workaround is shared.
Severity 2	Every 48 hours	Every 24 hours
Severity 3	Every 72 hours	Every 48 hours
Severity 4	Every 5 Business days	Every 72 hours

 

• Japanese Support
• How to Chat with Support