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Customer Support

Award winning support you can count on

Rated #1 for Quality of Support by G2 since 2022

g2-spring-25-easiest g2-spring-25-best-support

Personalized support from 
human experts

Couchdrop is a modern upgrade to traditional managed file transfer platforms, but we still believe in old-school, personalized support. Our customer support is handled by expert support engineers who respond to each individual inquiry. Access to our top-rated support team is included in all plans and is available days, nights, and weekends, with multiple ways to get in touch.

In-platform Chat

Great for minor issues and non-urgent enquiries. Connect directly to a support engineer instead of an AI chatbot, with a typical 1-2 hour response time.

Email Support

For more technical or complex issues, send an email to the support team to generate a ticket with a full audit trail. Typical response time is within 6 hours.

support@couchdrop.io >

Online documentation

View configuration setups, step-by-step technical guides, walkthroughs, and troubleshooting tips.

Read docs >

“Couchdrop is very easy to setup and maintain. The solution just works. Once you hooked up your cloud storage and mounted it to an endpoint, all you need to do is give access to your SFTP users within the interface. That's it. You're done.”

4.9 on G2

Verified User in Financial Services – G2 Review

Frequently asked questions

How can I get in contact with support?
You can contact Couchdrop support through chat, email sales@couchdrop.io for billing questions, or email support@couchdrop.io for technical issues. The in-product chat feature is available for quick questions, while more complex setup and onboarding issues should be directed to the support email address.
What's the fastest way to get help?
The fastest way to get help is by checking the documentation first, then using the in-product chat for immediate assistance. If the documentation doesn't solve your issue, you can email support@couchdrop.io for direct help from technical experts.
Who provides technical support?
Couchdrop's in-house team of engineers provides all technical support. Every team member is a technical expert specializing in SFTP, file transfers, cloud storage, and system integration, ensuring you receive knowledgeable assistance for any issue.
Do you use chatbots or automated systems?
No, Couchdrop does not use chatbots or automated systems. Every support interaction connects you directly with a technical expert from the in-house engineering team, not outsourced support or automated responses.
Can I schedule a call with the support team?
Yes, you can schedule a call by emailing support@couchdrop.io with your request. The support team may first attempt to resolve straightforward issues through email, but for complex problems they will provide a direct booking link for a call.
What is the response time for support requests?
Standard support requests typically receive a response within 6 to 8 hours. Premium Support customers receive responses within 30 minutes when contacting through the dedicated Premium Support channel.
Do you offer 24/7 support?
Yes, 24/7 support is available through the Premium Support add-on. Standard support prioritizes emergency issues for faster response times, but Premium Support provides round-the-clock availability with guaranteed response times.
What qualifies as a critical issue?
Critical issues include system outages, security incidents, and any problems that prevent file transfers from functioning. These issues receive priority treatment and faster response times from the support team.
What is included in the Premium Support add-on?
Premium Support includes 24/7 availability, 30-minute response time guarantee, a dedicated technical account manager, video call options, and comprehensive onboarding assistance. All Premium Support benefits apply when contacting through the dedicated Premium Support channel.