With M-Files Support Services you can protect business continuity and maintain a high-performing M-Files environment. As document-driven processes power your operations, reliable support reduces operational friction and keeps your teams moving with confidence.
Our global highly trained Support team will help run your business smoothly and minimize disruption. You can find the right level of support for your business from our three Support levels.
NOTE: If you purchased M-Files through an authorized partner, please contact them directly for support. The support offerings described below apply to direct M-Files customers.
M-Files Support Offerings
|
M-Files Standard Support |
M-Files Priority Support |
M-Files Premium Support |
|
Reliable, cost-effective Product Support with 8/5 service hours |
Faster response and 24/7 service hours to secure business continuity |
Premium response times, 24/7 service hours and experience named team for business-critical M-Files use |
M-Files Priority Support
What will you get?
- 24/7 handling for P1/P2 incidents
- Accelerated response SLAs for critical and high-severity incidents
- Clear communication cadence during active incidents
Business value:
- Reduced operational disruption
- Faster time to resolution for high-impact incidents
- Lower internal support burden
- Improved predictability during incidents
M-Files Premium Support
What will you get?
- 24/7 handling for P1/P2 incidents
- Highest priority case handling and fastest SLAs
- Prioritized escalation for faster incident progression
- Named support team
- Regular communication cadence during active incidents
Business value:
- Prioritized handling when incidents occur
- Reduced business continuity risk
- Predictable support outcomes for critical systems
Compare the Support Offerings:
|
|
Standard Support |
Priority Support |
Premium Support |
|
Community Support |
✓ |
✓ |
✓ |
|
Digital self-service materials |
✓ |
✓ |
✓ |
|
Service Hours |
8/5 |
24/7 |
24/7 |
|
SLA |
P1: 4 hours P2: 1 business day P3: 1 business day P4: 2 business days |
P1: 2 hours P2: 4 hours P3: 8 hours P4: 1 business day |
P1: 1 hour P2: 2 hours P3: 4 hours P4: 1 business day |
|
Channels |
Support portal |
Support portal, Phone |
Support portal, Phone |
|
Update Cadence |
- |
✓ |
✓ |
|
Extended support scope |
- |
- |
✓ |
|
Fast-track incident handling |
- |
- |
✓ |
|
Named team |
- |
- |
✓ |
M-Files Empower - Your One-Stop Product Knowledge Portal
Visit M-Files Empower to find product information, guidance, and support content. Empower is free to use, works in any modern browser, and does not require a login. It supports everyday work with the new M-Files Desktop and M-Files Web, making it easier to get started, stay productive, and troubleshoot when needed.
Empower provides access to all our core learning and guidance resources, including:
- User guides and how‑to instructions
- Product and feature documentation
- Support and troubleshooting articles
- Getting started and onboarding materials
- Release notes and downloads
- Tips, best practices, and knowledge articles
Additional resources:
- Product Support Policy – M-Files Product Center
- M-Files Standard 8-5 Support - Service Description
- M-Files Priority Support - Service Description
- M-Files Premium Support - Service Description
