The global economic landscape can be described by one word: “uncertain”. Lingering effects from the 2020 pandemic, combined with new waves of international tariffs throughout 2025, have created a climate of depressed economies and intensified competition. In response, most enterprise organizations are tightening their belts and scrutinizing every expenditure to weather this prolonged period of global instability. However, this approach isn’t limited to enterprises; software vendors, too, are feeling the pinch. Often, the first area to see cutbacks or a decrease in quality is in customer support, particularly support channels, availability, quality and crucially, turnaround times and service-level agreements (SLAs). For critical infrastructure like managed file transfer (MFT), this quantity-over-quality approach to support can lead to significant inefficiencies and costly downtime for enterprise organizations already struggling.
Poor support leads to poor results
The impact of poor support on an enterprise’s file transfer process during economic uncertainty is immediately noticeable through lost efficiencies and employee frustration as bad vendors get in the way of daily goals. Imagine critical financial reporting file transfers or supply chain logistics grinding to a halt because support is slow, unhelpful or too impatient to resolve the full problem. This serves as a direct threat to organizational stability, especially when you may be paying five-figures (or more!) for product support.
Enterprises waste time troubleshooting when their experts are forced to sit through sales pitches just to get to problem solving, which directly decreases productivity. Delays due to lack of overnight support experts (“We’ll have someone call you in the morning”) or outsourced, third-party support can lead to missed SLAs and customer escalations, risking customer churn and further demoralizing already-burdened IT teams. For organizations running lean with people resources, this problem is compounded further, as IT leaders need to manage internal customer escalations as well as the IT team tasked with resolving the file transfer issue. Instead of focusing on the necessary strategic work to navigate through today’s economic challenges, your internal experts are tied up in vendor and client management, risking more employee dissatisfaction and churn.
Additionally, when your file transfer partner is unreliable, enterprises miss opportunities to optimize processes and remove bottlenecks, as interactions center around simply trying to get a response from support, let alone prescriptive recommendations, which leads to greater frustration. Given the pervasiveness of ransomware in file transfer products over the past few years, it’s unacceptable to be paying for a solution that promises security…but can’t pick up the phone when the worst happens. Essentially, poor enterprise file transfer support eats into your bottom line and significantly increases the risk of business disruption, escalating problems, increased operational costs and reputational damage at a time when stability — and competitiveness — are paramount.
Why enterprises are turning to JSCAPE
At JSCAPE by Redwood, predictable and reliable support is imperative to managed file transfer. After all, nearly every business process begins with a file, so the vendor you choose will directly impact your ROI and future agility. When your file sharing operations hit a snag, you need rapid, expert assistance to get back online fast — especially in highly regulated industries like healthcare, finance, manufacturing and more. That’s why Redwood Software’s commitment to enterprise-grade support with clearly defined SLAs sets JSCAPE apart and prioritizes getting you back to business while minimizing costly downtime. The JSCAPE team’s commitment to fast responses is clear, boasting an eight-minute median response time for all priority levels in 2024. This consistent, timely support means enterprises can achieve greater stability, even during challenging economic times.
JSCAPE’s approach to support is fundamentally different from others in the MFT space. In fact, JSCAPE’s experts frequently engage with prospects due to their poor support experiences, ranging from combative support conversations, weeks of no responses, finger-pointing and other anti-customer behaviors. JSCAPE offers a much better alternative: consultative help and recommendations to guide you on the most efficient and secure ways to share files, beginning in the sales cycle and throughout your customer journey.
And the difference is striking: one JSCAPE Principal Support Engineer had this to say about his experience in supporting MFT customers:
“Prior to my time at JSCAPE, I worked in support environments that emphasized rapid ticket closure, where daily metrics were prioritized over quality. As a support engineer, this sometimes meant providing quicker answers when I knew a more comprehensive resolution was needed. At JSCAPE, I’m now empowered to fully consider customer problems to develop the right solution, ensuring a higher quality of service. Our customers are definitely happier for it, plus I get to enjoy my job too!”
JSCAPE experts don’t skimp on resources either, with Redwood University offering free training to educate your IT team in product functionality, security hardening, configurations and more. Furthermore, JSCAPE’s follow-the-sun support model goes beyond traditional 24/7/365 by connecting you with support experts working around the globe during their own daytime hours to ensure you receive high-quality, comprehensive answers no matter when you need help.
When you reach out, JSCAPE’s solution-focused teams are never pressured to sell you on additional products; they’re solely dedicated to fixing your problem and preventing it from happening in the future. JSCAPE’s commitment to timely SLAs means you’ll receive a response to Priority-1 issues within minutes, guaranteeing a 30-minute turnaround. Plus, thanks to recent investments, Redwood Software is continually investing in its team and technology, ensuring world-class customer service and attracting the best MFT talent in the industry — a stark contrast to competitor solutions.
In an era of economic uncertainty, your enterprise needs more than just an MFT solution; it needs a reliable partner. Choose JSCAPE and stabilize your MFT operations through unparalleled expert support that’s designed to help you stay afloat in even the choppiest of economic waters.