MFT Gateway is a hosted Software as a Service (SaaS) solution that enables file exchange over the AS2 or SFTP protocol, without the need to install or maintain.
EDI
Customer Support is Key to MFT Vendor Satisfaction
Discover why exceptional customer support is key to MFT vendor satisfaction and how MFT Gateway turns complex setups into smooth, guided experiences.
Samadhi Kariyawasam
Published: 25 Jun 2025
Table of Contents
- What Our Customers Are Saying
- “MFT Gateway provides an exceptional solution for outsourcing B2B messaging.”
- “Easy to use. API to externalize functionality that would have been too hard to build internally.”
- “We were looking for an AS2 integration provider, and the MFT Gateway turned out to be the right choice.”
- “It’s a great platform. The setup is user-friendly, and everything runs smoothly.”
- “The AS2 connection is simple, with easy-to-use software and detailed documentation that ensures a smooth experience.”
Everybody chooses a new tool with the hope that it’ll make their life easier — faster workflows, fewer headaches, more productivity. Whether it’s Managed File Transfer (MFT), project management, or something as simple as a better calendar app, the goal is always the same: save time, reduce errors, and do more with less effort. But between that hopeful sign-up and actual results, there’s a learning curve — and that’s where the experience either could be a positive one or a negative one. The tool might be great; it could be the best tool there is for your use case, but if you’re stuck figuring it out alone, you may not even be able to figure things out at all — because you are stuck learning the new terminologies and getting familiar with the new user interface.
Customer support is a key component to bridge this gap between customer and the service provider. Documentations and generalized demos would help to a certain extent, but they will not be as helpful to a user who is completely new to a tool and is just trying to get one thing working without breaking everything else. When you’re in that situation — staring at a bunch of config options you don’t fully understand — what you really need is a human who can meet you where you are, who can understand your exact situation; rather than a document with a set of steps, or a chatbot who will keep looping back to the same unhelpful answer no matter how many times you rephrase your question. You need someone who actually gets what you’re trying to do, even if you don’t have all the right terminology or know exactly what went wrong. Someone who can look at your setup, connect the dots, and guide you through it without making you feel like you’re doing something wrong just because you’re new. That’s the kind of support that turns a confusing experience into a smooth one, and honestly, it’s what makes or breaks your trust in a tool from the very beginning.
Understanding managed file transfer software that uses protocols like AS2 could be daunting to a person with no technical background. Unlike an everyday-use-case app that would be intuitive, like sharing a link or uploading a file, MFT tools deal with things like certificates, endpoints, Message Disposition Notifications (MDNs),encryption algorithms like AES, Triple DES, Camellia, and sign digest algorithms like SHA, MD5 — not the terminologies we use in general day-to-day conversations.
The MFT Gateway team takes this matter very seriously. We’re fully prepared to help users in any unexpected scenario — whether it’s right at the beginning when everything feels unfamiliar, or later down the line when something unexpected happens. We know that even the best tools can feel overwhelming without the right guidance, so we make it a point to be there when it counts. Whether you’re setting up your first station, setting up the first partner, dealing with tricky AS2 configurations to finally test the connection, or just unsure why a transfer failed or you received a negative MDN — the probability we have seen it before is high, we get it, and we’re here to walk you through it. No scripted replies, no generic links — we will carefully inspect your specific scenario and try to provide the best solution for you.
MFT Gateway is dedicated to providing customized demonstrations tailored specifically to your use case. Whether you want to set up webhook notifications, email alerts, or fully automate your file sending and receiving process, we don’t just point you to a generic tutorial and wish you luck — we work with you to figure out the best possible workflow for your setup. Our team is here to understand what you’re trying to achieve, offer solutions that make sense for your environment, and guide you step by step until it’s all running smoothly. No guesswork, no one-size-fits-all — just real, hands-on support to help you get the most out of MFT Gateway.
Our existing customers’ feedback to our customer support is a testament to how much we prioritize real, helpful, and timely assistance. It’s one thing to claim that we offer outstanding support — it’s another when users consistently tell us that the support experience was the reason they stuck around. We’ve had customers mention how surprised they were to get fast, clear answers from actual humans who understood their setup and genuinely wanted to help. That kind of feedback speaks volumes — it shows that we’re not just building a tool, we’re building trust.
What Our Customers Are Saying
Below are some of the most recent experiences shared by our valued customers.
“MFT Gateway provides an exceptional solution for outsourcing B2B messaging.”
Marcelo P. Software Engineer at Human Decode
“The platform has a polished, modern UI and intuitive documentation, making the setup easy. Moreover, assistance is available at early stages in case you need it; their support team responds really quickly.”
“Easy to use. API to externalize functionality that would have been too hard to build internally.”
Rodrigo S. Founder at ControlHub
“Integration was relatively simple and straightforward. Their support team was amazing—responding fast and helping us sort technical matters we did not understand.”
“We were looking for an AS2 integration provider, and the MFT Gateway turned out to be the right choice.”
Dilip R. Vice President at Caliper Business Solutions Pvt Ltd
“They provided extensive support during the trial period, both to us and our customers, ensuring we felt comfortable moving forward with the integration. Their support system is excellent, and it genuinely feels like they are part of our in-house team.”
“It’s a great platform. The setup is user-friendly, and everything runs smoothly.”
Daniel S. Manager at Ktx Transport
“Customer support has been excellent—responsive and helpful whenever I encountered any issues. Overall, I have no concerns while using the platform.”
“The AS2 connection is simple, with easy-to-use software and detailed documentation that ensures a smooth experience.”
Murtada M. Analyst at Dispensary of Hope
“The AS2 connection is simple, with easy-to-use software and detailed documentation that ensures a smooth experience.”
Samadhi is a Software Engineer at Aayu Technologies with around 1 year experience in the company during which she worked in various Aayu products. She specializes in Full Stack Development with a strong focus on B2B communication software and Cloud Technologies. Outside of work she enjoys watching a movie or a TV show or going on a shopping spree with friends.
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