Support is offered for free to all Sharegate Desktop customers. Our dedicated technical support team is here to help when you have an issue or inquiry.
You can contact us anytime, but keep in mind that the technical support team replies to requests from 9:00am-5:00pm EST (Eastern Standard Time) from Monday-Friday. We know we have customers from various time zones, and we do our best to accommodate them within our business hours.
Our technical support is offered in English and French only.
You can expect a response within 24 to 48 hours on business days (we do not work on weekends), but there are exceptions when we experience exceptionally high request volume. We also see a reduction of staff around company events and major Canadian/US holidays. If your request is urgent or time-sensitive, we recommend you mention it in the details of the request form.
If you sign into your profile on the help center, you can check the status of your request at any time on your requests page.
Remember the key to any good request is details. The more, the better! Please fill out all the relevant fields in the request form and include as many secondary details as possible to ensure our technical support agent can investigate the issue effectively, and help you with a quick resolution.
Note: If you submitted a meeting request, ensure you are in front of your computer, with the app open and ready to go during your scheduled time slot.
ShareGate provides support for all versions of SharePoint on-premises. This support may be limited for legacy products that are past the end of their Microsoft support lifetime (SharePoint Server 2003 and 2007). We will give our best effort to provide support for legacy versions.
Concerning SharePoint Server 2003 and 2007, ShareGate will continue to provide migration capabilities so you can move your environment to a newer version of SharePoint on-premises or to Microsoft 365. These migrations cannot be guaranteed as they occur in an unsupported Microsoft environment.