Support that answers on the first call.
ExpanDrive runs on Files.com's Five Star Support promise — the same humans, the same on-call rotation, the same response-time guarantees that 4,000+ Files.com customers run their file operations on. Direct access to trained engineers. No tier-1 scripts. No outsourced help desk. No ticket triage queue between you and a fix.
— What support looks like
Four things you can count on.
The Files.com Five Star Support promise is a published commitment — engineered by a team that built its reputation answering tickets the way real IT teams want them answered.
Direct to a trained engineer.
No tier-1 scripts. No outsourced help desk. No ticket triage queue. Calls and emails route straight to engineers trained on ExpanDrive, the Files.com platform underneath, and the surrounding disciplines — MFT, EDI, ETL, APIs, SDKs, the protocol layer at the bottom of every cloud connector.
Same-business-day response.
Most customer messages get a response inside the business day. For bug reports, the team typically resolves the issue within one business day and works directly with you to troubleshoot and expedite the fix.
The Files.com support inheritance.
ExpanDrive's support org is the same one that backs Files.com — 4,000+ customers including Equifax, Cognizant, Michelin, and Bloomberg run their daily file operations on it. The standard that platform earned with those customers is the standard every ExpanDrive ticket runs on.
Engineers, not gatekeepers.
Calls and emails go to engineers who can answer technical questions in the same thread — packaging, OAuth tenant policies, FUSE behavior on a specific kernel, why a particular SharePoint site collection isn't paginating right. Not someone whose job is to forward your ticket to someone else.
— Support tiers
Standard for every customer. Enterprise for the mission-critical.
Every ExpanDrive customer on a paid plan gets direct access to trained engineers. Enterprise customers add 24/7 coverage, a partnership engineer, and a published 30-minute response SLA.
Standard Support — included with Business.
Direct access to trained engineers by phone, email, or pre-booked Zoom. Monday through Friday, 9 AM to 8 PM Eastern, excluding U.S. federal holidays. Most customer messages get a response inside the business day. Bug reports typically resolved within one business day. Available to every customer on the Business plan at $29/month for teams up to 10 users.
Enterprise Support — for the always-on deployments.
24/7/365 availability including holidays and weekends. A published sub-30-minute response SLA on critical incidents. A dedicated partnership engineer who learns your environment. Priority handling on bug triage and feature requests. Priority consideration in R&D planning. Available on the Enterprise plan — talk to the team for a quote.
— The Enterprise promise
Once on Enterprise Support, always on Enterprise Support.
A published Files.com commitment that carries over to every Files.com product, ExpanDrive included. Enterprise Support is never downgraded once a customer has it — through renewal cycles, contract negotiations, account-team changes, or any other path that might otherwise erode the relationship over time.
- No tier downgrades at renewal.An Enterprise customer renewing a contract stays on Enterprise Support. The tier doesn't get re-negotiated alongside the seat count.
- No tier downgrades when the contract changes shape. Restructuring the deal, switching from monthly to annual, moving to a different cost center — none of these touch the support tier.
- No tier downgrades when the team changes. Your account-team contact changes, the partnership engineer rotates, the inbox owner moves to a new team — the Enterprise Support tier stays in place.
— How to reach support
Three ways in. All to an engineer.
Phone, email, or a pre-booked Zoom. Pick whichever fits the question. Same engineer handles the thread end-to-end.
Long-form questions, attachments, threads that need a trail. Most messages get a response inside the business day. support@expandrive.com.
Phone
For real-time troubleshooting. The line routes directly to a trained engineer — no extensions, no IVR. Monday through Friday, 9 AM to 8 PM Eastern; 24/7 for Enterprise customers.
Zoom
For walkthroughs, fleet rollouts, IdP configuration sessions, or anything easier to screen-share than to describe. Mention it in your message and the team will set one up.
— Common questions
ExpanDrive Support.
Who answers tickets, what the SLAs are, how escalation works, and the differences between Standard and Enterprise.
ExpanDrive is built by Files.com.
The cloud connectors mounting your drive on macOS, Windows, and Linux are the same ones that run on Files.com's high-performance cloud File Orchestration Platform — used by 4,000+ businesses including Equifax, Rag & Bone, Cognizant, and Michelin, where petabytes of data move every month.
Real support, on the first call.
Direct to a trained engineer. No tier-1 scripts. No outsourced help desk.