How to Send Files to the Zmanda Support Team

This article is applicable to all Zmanda products

Introduction:

Zmanda's ticket system provides users with a convenient method for sending messages with attachments up to 10 MB. This can be done either via reply email or by updating through the support portal. However, for larger files, we provide a customer-facing SFTP (Secure File Transfer Protocol) server. To upload files, users need to log in using the SFTP server credentials. Please reach out to the Zmanda Support team to obtain these credentials.

This article aims to guide users through the steps of leveraging the SFTP service, providing a seamless approach to submitting larger files to the Zmanda Support Team.

Usage Guidelines:

1. Update Your Support Case:

  • Always include filenames when updating your support case.
  • Note: The support team is not automatically alerted about SFTP uploads, and files are not automatically linked to open cases.

2. Connect to the SFTP Server:

  • Connect to the SFTP server using an SFTP client with port 2222 (e.g., FileZilla for Windows, Mac, Linux, Cyberduck for Windows, Mac, WinSCP for Windows, etc.).
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3. Navigate to the Uploads Directory:

  • Use the command cd uploads to access the uploads directory.
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4. Viewing Contents After Upload:

  • Even after a successful upload, please note that the contents of the upload directory cannot be listed. You will receive a notification from the support team if your file(s) do not arrive as expected.

5. Access to Uploaded Files:

  • Please wait for 15 minutes after uploading to allow the support team access to your files.

6. Troubleshooting:

  • In case of any issues uploading to the SFTP site, promptly update your support case or email support@zmanda.com.

By following these guidelines, you can efficiently send files to the Zmanda Support Team for prompt assistance.