Getting help

Get help does two separate things. Opening a ticket is how you reach a human. Granting support access is a different, optional consent that support may ask for.

Open a ticket

1. Choose the site the issue is about, or My account in general.
2. Pick a category: a question, something is not working, billing, or something else.
3. Write a subject and a message.
4. Send.

The ticket reaches the Syncplify support team directly. Replies come back by email to your sign in address.

Your recent tickets are listed under the form with their status, so you can see the request was received.

Check your mail filter

Tickets are never lost. Answers to them can be, and you would not know it had happened. Make sure @support.sftp.cloud, @syncplify.com and @syncplify.me are not blocked.

If the Portal itself is unreachable, email scsp@support.sftp.cloud directly.

The support portal

Some answers are easier with formatting, a screenshot, or a file attached. When the support portal is available, a link to it appears under your ticket list.

The portal is our help desk seen from your side: the whole conversation, rich text replies, and attachments. Sign in with the same email address you use here and the portal mails you a one time six digit code, so there is no second password to look after.

It is the same conversation either way. A ticket opened here can be answered in the portal, or by replying to the email, whichever suits you.

Your full ticket history lives in the portal. The list on the Get help page shows your most recent tickets and says so when there are older ones it is not showing.

Support access

By default, Syncplify support sees aggregate metadata about your account and nothing else. Not your users, not your connectors, not your configuration.

A support grant is your explicit, time limited consent to change that.

What a grant does

While a grant is active, support can open your account's detail views and act on them.

In scope	Out of scope
Your sites' operations, across every site	Billing
Transfer users, enrollment codes, connectors	Team management
Your site configuration	Anything on your Connector or your storage

Every action taken under a grant is written to your Activity log, carrying the id of the grant it happened under. Nothing done under a grant is invisible to you.

The restriction is enforced in the API, not by leaving buttons off a screen.

Creating one

Choose Grant support access and confirm. The default lifetime is 72 hours; the ceiling is seven days. It expires by itself.

Only somebody with the admin role can create a grant. It is an account security decision.

When support asks for one

A Syncplify operator can file a request rather than a grant. It appears on this page for you to approve or ignore. Support cannot turn its own request into access.

Revoking one

Choose Revoke at any time. Access ends immediately.

While a grant is active and somebody is using it, the Portal shows a banner across the top saying so.

The one thing to know in advance

Support cannot help a locked out colleague without an active grant, and only a signed in admin can create one. Keep at least two people with the admin role. See Your team and their roles.

What support can never do

• Read your files. Files are on your storage, reached by your Connector, and there is no path from Syncplify to them.
• Read your encryption keys. Those live on your Connector and never leave your premises.
• Set a credential on your behalf. Support can remove a lost factor and send a reset link to your own address; it can never choose a password or a key for you.
• Act on your account with no grant and no record.