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SoftAdvice Success ServicesM-Files support plans: M-Files runs smoothly, and so does your team
Choose the support plan that fits your organisation: from flexible Pay as You Go help to a dedicated consultant who knows your environment, your processes and your team.
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Illustrative example
In short
M-Files Success Services are the support plans of SoftAdvice for organisations that use M-Files. There are three plans: Gold and Silver are annual contracts with ticket support, a dedicated consultant, a kickoff meeting, a proactive system check and a project discount; Pay as You Go gives ticket support on request without fixed costs. Hour packs from 50 hours cover projects and peak load, and Expert as a Service adds a consultant who comes by regularly.
Choose your support level
Three plans, tailored to the size and ambitions of your organisation.
Gold
Most completeUnlimited tickets within fair use, with an SLA and the highest priority.
- M-Files support via the ticket system
- Dedicated consultant assigned
- Highest priority, with an SLA
- Kickoff meeting included
- Proactive system check included
- Project discount included (highest discount)
Silver
Most popularFair use, annual contract. Tickets are handled according to priority.
- M-Files support via the ticket system
- Dedicated consultant assigned
- Processed according to priority
- Kickoff meeting included
- Proactive system check included
- Project discount included (lower than Gold)
Pay as You Go
Support when you need it, without fixed costs. Hourly rate on request.
- M-Files support via the ticket system
- Response time based on availability
- No dedicated consultant, no priority processing
- No kickoff meeting, no proactive system check
- No project discount
What is included, and what is not
Silver and Gold share the same building blocks; Gold adds the highest priority, an SLA and the largest discount. New implementations, migrations, custom development and project work fall outside helpdesk support in every plan and are quoted separately.
| Feature | Pay as You Go | Silver and Gold |
|---|---|---|
| M-Files support via the ticket system | Included | Included |
| Dedicated consultant | No | Included |
| Response | Based on availability | Silver: by priority. Gold: highest priority with an SLA |
| Kickoff meeting | No | Included |
| Proactive system check | No | Included |
| Discount on projects and hour packs | No | Silver: discount. Gold: maximum discount |
| Contract | On request | Annual |
Hour packs for projects and peak load
Buy a bundle of hours in advance. Hour packs start from 50 hours and are ideal for workflow adjustments, integrations, short projects and temporary support. Ask your consultant about the exact rates.
From 50 hours
A starter pack for a focused approach: one integration, a workflow adjustment or temporary support.
Silver discount
As a Silver client you receive a discount on hour packs.
Gold discount
As a Gold client you receive the maximum discount on hour packs.
Your dedicated M-Files expert, without tickets or quotes
Do you not want to start a ticket or a project every time, but simply have an expert who comes by regularly and does what is needed? Expert as a Service is a monthly subscription to real expertise.
No onboarding and no repeated explanations: your expert knows your environment and handles anything from a quick setting to a complex integration. The longer the collaboration, the more valuable that process knowledge becomes. Expert as a Service complements a Silver or Gold plan.
- A dedicated consultant visits weekly or every two weeks, on-site or remote
- Optimisations, questions and issues are picked up proactively; you do not need to initiate anything
- Colleagues join for integrations, security or scripting at no extra cost
- Monthly billing: no quotes, no surprises
Which plan fits your organisation?
Unsure? Our team helps you choose based on your M-Files usage, team size and ambitions.
Starting with M-Files
Start with Pay as You Go and activate support when you need it. No fixed costs, full flexibility.
Growing organisation with active use
Silver suits organisations that use M-Files structurally and make regular adjustments, with a dedicated consultant and a discount on projects.
Enterprise with a complex environment
Gold delivers unlimited helpdesk, a dedicated consultant and a proactive system check. Ideal with multiple integrations, strict compliance requirements or large user groups.
Continuously evolving M-Files environment
Expert as a Service is the choice when you want structural expertise rather than ad hoc support. Your consultant evolves with your business.
How support works in practice
From the first request to proactive advice, with one consultant who knows your vault.
Choose a plan
Request Gold, Silver or Pay as You Go. Unsure? We help you choose.
Kickoff meeting
With Silver and Gold, your dedicated consultant gets to know your environment, processes and team.
Tickets
Log questions, settings and optimisations in the ticket system. They are handled according to your plan.
Proactive system check
Your consultant analyses the vault for performance, security settings and unused configurations, and reports priority recommendations.
Frequently asked questions
What is not covered by helpdesk support?
New implementations, migrations, custom development and project work fall outside helpdesk support and are quoted separately. The helpdesk is intended for questions, settings and optimisations within an existing environment.
Can I upgrade my plan during the year?
Yes. You can upgrade to a higher plan at any time; the difference is charged pro rata for the remaining period. Downgrading is possible at the next renewal date.
What does fair use mean for unlimited Gold tickets?
Gold offers unlimited tickets within normal professional use: the volume and complexity of questions are in line with a typical M-Files environment. Structural project-based use is handled with a separate proposal.
How does a proactive system check work?
A dedicated SoftAdvice consultant analyses your vault for performance, security settings, unused configurations and potential improvements. You receive a report with priority recommendations.
Can Expert as a Service be combined with a support plan?
Yes. Expert as a Service complements Silver or Gold. The support plan covers reactive questions and tickets; Expert as a Service adds a proactive, structural consultant.
Choose the plan that suits you
Tell us how you use M-Files, how large your team is and where you want to go. We recommend the right support level.