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Customer Support
Award winning support you can count on
Rated #1 for Quality of Support by G2 since 2022
In-platform Chat
Connect directly with a support engineer
- No chatbots or AI messengers
- Typical 1-2 hour response
- Great for minor issues and non-urgent questions
Email Support
Get technical assistance for more complex issues
- Generates ticket with full audit trail
- Typically responds within 6 hours
- Perfect for complex technical questions
Documentation
See setup, configuration, and troubleshooting docs
- Step-by-step technical guides
- Video tutorials and walkthroughs
- Errors and troubleshooting tips
Customer reviews
What our customers say
"The technical support is fantastic, always willing to help and resolve the issues quickly."
Obed – Staff Data Engineer - Mid-Market(51-1000 emp.)
G2 Review
"In my experience, most reviews focus on the product and its functionality, and this is true with Couchdrop as well. However, Couchdrop has something else that is hard to find in great companies. That is the support."
Neil - VP of Technology - Mid-Market(51-1000 emp.)
G2 Review
“Outstanding SFTP/MFT solution that integrates with your own cloud storage provider!”
Marcus – G2 Review
“The technical support is fantastic, always willing to help and resolve the issues quickly.”
Obed – G2 Review
“Couchdrop allows our newer tech stack based on real-time events to work with our customer’s older tech stacks that are dependent on SFTP.”
Joel – G2 Review
“Couchdrop is very easy to setup and maintain. The solution just works.”
Verified User in Financial Services – G2 Review
Common questions
Frequently Asked Questions
How can I get in contact with support?
You can get in touch in any of these ways:
- Quick questions: Chat with support - Open chat
- Billing and account questions: Email sales@couchdrop.io
- More complex issues, onboarding, and setup: Email support@couchdrop.io
What's the fastest way to get help?
For quick issues, start by checking the documentation. If you can't find what you need there, you can reach us on the in-product chat or email us at support@couchdrop.io.
Who provides technical support?
Our in-house team of engineers handles all support requests. Everyone on the team is an expert in Couchdrop including SFTP, file transfers, cloud storage, and system integration.
Do you use chatbots or automated systems?
No. Every support interaction connects you directly with a technical expert. We don't use chatbots, automated responses, or outsourced support teams.
Can I schedule a call with the support team?
Yes, you can request to book a call by emailing us at support@couchdrop.io. If the solution is straightforward, the team may guide you through email first, and if that doesn't work or the issue is more complicated, they'll send a link for you to book a call directly.
What is your standard response time for support requests?
Usually, you'll receive a response in about 6-8 hours. If you've purchased the Premium Support add-on, there is a 30-minute SLA if you contact through the Premium Support channel.
Do you offer 24/7 support?
Premium Support is available 24/7. For standard support, the team will aim to prioritise emergency issues so you'll generally receive a faster response for emergency issues than standard response times.
What qualifies as a critical issue?
System outages, security incidents, and issues preventing file transfers are treated as a critical issue.
What is included in the Premium Support add-on?
Premium Support includes the following when contacted through the Premium Support channel:
- 24/7 availability
- 30-minute SLA for initial response
- Dedicated technical account manager
- Option to book video calls as needed
- Onboarding and configuration assistance