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Contact & Support

This page explains how to get support for Secure File Exchange and how to reach the Terano Apps team.

Support & contact​

Product support for Secure File Exchange is provided directly by Terano Apps.

Contact us via our Service Desk

Use the Service Desk for:

  • A link that does not open for the outside person, or files that did not arrive
  • A missing comment after files were sent
  • Questions about policies, permissions, retention or the audit log
  • Unexpected behavior or error messages in the panel, on a link's page or on the admin pages
  • Feature requests and product feedback

What to include in a request​

To help us resolve things quickly, please include:

  • Your Jira Cloud site URL (e.g. yourcompany.atlassian.net)
  • The work item's key, and the link's ID from the audit log if you have it
  • The link's state in the panel, and the exact message the outside person saw
  • When it happened, and what you expected versus what actually happened
  • Screenshots of any message, if relevant

Never send us a link's password or the full link. We don't need either to help, and the link's ID identifies it.