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Maintenance & Support Options

Choose the support coverage that matches your operational risk profile — email-only to 24×7 priority response.

Available for Titan SFTP Server, Titan SFTP Server–HA, Titan MFT Server, and Titan DMZ Server.

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Included In Every Support Plan:

Regular Software Updates Full Ticketing/Help Desk Access Active Maintenance Coverage
Base Support

Maintenance and email-only support for standard technical inquiries.

  • Email support via Help Desk
  • Business Hours (8:30AM-5:30PM EST)
  • Standard ticketing response times

Best for: Non-production or stable environments with internal expertise.

Standard Support

Enhanced protection with live phone and streaming support.

  • Business Hours Phone Support
  • Remote Streaming Support for fast debugging
  • Rapid response SLAs
  • 6-month EOL Extended Support
  • 10% Discount on Professional Services

Best for: Production environments requiring live assistance during business hours.

Talk to a Solutions Architect
24x7 Premium Support

Maximum coverage for mission-critical deployments

  • 24x7 Phone Support (Priority 1 Issues)
  • Priority 8x5 Phone Support (General)
  • Fastest guaranteed response SLAs
  • Remote Streaming Support
  • 6-month EOL Extended Support
  • 25% Discount on Professional Services

Best for: High-availability clusters and 24x7 global operations.

Talk to a Solutions Architect

24x7 Business Premium Support

  • Includes all benefits of Maintenance and Email Support
  • 8×5 Business Hours Phone Support (8:30AM-5:30PM EST)
  • 24×7 Phone Support for Priority 1 issues
  • Remote Streaming Support
  • Fastest response SLAs
  • 6-month extended support for End of Life
  • 25% discount on all Professional Services
Product Purchase Support
Titan SFTP Server Talk to an Expert
Titan DMZ Server Talk to an Expert
Titan MFT Server Talk to an Expert

8x5 Business Standard Support

  • Includes all benefits of Maintenance and Email Support
  • Business Hours Phone Support (8:30AM-5:30PM EST)
  • Remote Streaming Support
  • Rapid response SLAs with Phone and Streaming Support
  • 6-month extended support for End of Life (EOL)
  • Professional Services discount (10%)
Product 8×5 Support Price Purchase 8×5 Support
Titan SFTP Server $1,250.00 Buy Now
Titan DMZ Server Talk to an Expert Talk to an Expert
Titan MFT Server Talk to an Expert Talk to an Expert

8x5 Business Standard Support

  • Includes all benefits of Maintenance and Email Support
  • Business Hours Phone Support (8:30AM-5:30PM EST)
  • Remote Streaming Support
  • Rapid response SLAs with Phone and Streaming Support
  • 6-month extended support for End of Life (EOL)
  • Professional Services discount (10%)
Product 8×5 Support Price Purchase 8×5 Support
Titan SFTP Server $1,250.00 Buy Now
Titan DMZ Server Talk to an Expert Talk to an Expert
Titan MFT Server Talk to an Expert Talk to an Expert

Maintenance and Email-Only Base Support

  • 12 months of Technical Support
  • 12 months of Software Updates
  • Support via our online ticketing system
  • Includes access to all software updates and email support during business hours through the Help Desk.
  • Business hours are 8:30AM-5:30PM EST, Monday-Friday.
Product 8×5 Support Price Purchase Email Support
Titan SFTP Server $750.00 Buy Now
Titan DMZ Server Talk to an Expert Talk to an Expert
Titan MFT Server Talk to an Expert Talk to an Expert

Frequently Asked Questions

A Priority 1 issue is a business-critical problem that causes significant disruption to operations or services. These issues prevent normal functioning and typically have no immediate workaround or resolution.

Common examples include:
  • Confidentiality and/or privacy is compromised
  • Loss of accessibility to customer data
  • Software starts, users can connect, but software crashes repeatedly to inhibit productive use
  • Server service does not start
  • All endpoints (FTPS, SFTP, HTTPS, or WebUI) are inaccessible
  • No immediate workaround or resolution is available

Our initial response time depends on both the Support Level and the Issue Priority:

Priority 1 (High)

  • Base Support: 2 Business Days
  • Business Standard: Same Business Day
  • Business Premium: 2 Hours

Priority 2 (Medium)

  • Base Support: Best Effort
  • Business Standard: 1 Business Day
  • Business Premium: 4 Hours

Priority 3 (Low)

  • Base Support: Best Effort
  • Business Standard: 3 Business Days
  • Business Premium: 1 Business Day

Yes. Titan Server products can be clustered for high availability and scaling purposes. Titan products can be deployed inside of the environment or in the DMZ. Titan DMZ specifically exists as a reverse proxy server to be installed in the DMZ to provide network perimeter security.

Support for HA includes:

  • Titan SFTP
  • Titan MFT
  • Titan DMZ
  • Titan ICAP
  • Titan Syslog
  • Titan Neo

Support Engineer schedules and joins a session in order to view and troubleshoot the issue Live on the system in question. The Customer can Share their Screen with the Support Engineer and allow for direct troubleshooting.

Yes, Support can be upgraded at any time. Contact Sales with any questions and pricing options

With Subscription Licensing, renewals occur unless the Subscription is cancelled or payment fails. Product remains functional as long as Subscription is active and valid.

Professional Services

SRT offers professional services, delivered by remote streaming session. On-site professional services and training requires a custom quote and will include travel time and expenses plus a 15% mark up.

Professional Services are not included as part of Base, Standard or Premium support options. Customers with 8×5 Business Standard Support or 24×7 Business Premium Support will receive 10%/25% discounts on all Professional Services. For further details, please refer to our Maintenance and Support Policies.

Deployment Package
  • Planning and Analysis
  • Install and Setup
  • Outcome Verification - Validation that the deployment or migration was completed successfully and the environment is functioning as expected (configuration, connectivity, permissions, workflows, etc.).
  • Outcome Verification Report - A detailed report documenting the verification process, actions performed, and confirmation that the environment is operating correctly.
  • Basic Training (1 HR Max)
  • Consult and Setup Report
  • Outcome – Verification Report
Migration Package
  • SRT Application Migrations
  • Migrate to/from On-Prem, Cloud, or HA
  • Outcome Verification - Validation that the deployment or migration was completed successfully and the environment is functioning as expected (configuration, connectivity, permissions, workflows, etc.).
  • Outcome Verification Report - A detailed report documenting the verification process, actions performed, and confirmation that the environment is operating correctly.
  • Admin Training (1 HR Max)
  • Consult and Migration Report
  • Outcome – Verification Report
Checkpoint Package
  • Application Performance Assessment
  • Configuration and Environment Review
  • Best Practices Evaluation
  • Software Upgrade/Maintenance
  • Findings and Remediation Report
  • Optimization Recommendations

Need a Hands-On Implementation?

Premium and Standard members receive up to 25% off our Professional Services for migrations and audits.