As document-driven processes power your operations, reliable support reduces operational friction and keeps your teams moving with confidence. With three flexible service levels—Standard, Priority, and Premium—you can choose the right balance of responsiveness and coverage to match your business needs.
NOTE: If you purchased M-Files through an authorized M-Files partner, please contact them directly for support. The support offerings described below apply to direct M-Files customers.
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
|
|
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 |
- |
- |
✓ |
What will you get?
Business value:
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:
© 2025 M-Files, All Rights Reserved.