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Unable to Access M-Files Support. Please Help!

Kay
Hello Friends,

I am unable to access M-Files Support even though my organization has an active M-Files Subscription. More disturbingly, the local M-Files Reseller is insisting on a 'fee' for us to access M-Files Support.

Please I need to know if this is appropriate.

Thanks in anticipation.
Parents
  • Your local reseller is getting a share of your subscription to cover his costs in providing first level support. The idea is that they should handle all simple support cases and only pass on more complicated cases to M-Files Support. However, you should be able to send an email directly to support@m-files.com if you are not getting assistance as required from your reseller. You are not likely to get a direct account on the M-Files Support portal unless special circumstances are involved.
    Being a reseller myself I take pride in providing the best possible support to my customers so that they never should have to contact M-Files support directly. But if they wish to do so I can't stop them.
Reply
  • Your local reseller is getting a share of your subscription to cover his costs in providing first level support. The idea is that they should handle all simple support cases and only pass on more complicated cases to M-Files Support. However, you should be able to send an email directly to support@m-files.com if you are not getting assistance as required from your reseller. You are not likely to get a direct account on the M-Files Support portal unless special circumstances are involved.
    Being a reseller myself I take pride in providing the best possible support to my customers so that they never should have to contact M-Files support directly. But if they wish to do so I can't stop them.
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