Attachments belong to one of three categories:
- General data
- Large files (both sensitive and not)
- Sensitive data (log files, internal data not for publication, etc.)
For general data, such as a screen capture, short video showing an issue, code snippets or log and config files that do not expose sensitive information, we suggest attaching them directly to the ticket by either using the attachment function in a reply email to a ticket, or to log into the interface and attach a file to a response in the Web UI.
The maximum size for a single email attachment is 7 MB and the maximum size for all attachments is 10 MB. Larger attachments must be uploaded through the UI or by other means detailed below.
For very large files the Web UI may not accept attachments that are 50 MB or larger. For these files you will need to use a secure file transfer option such as:
- Firefox Send
- We utilize this method regularly and generally prefer it because it provides end-to-end encryption and will delete the file once it is downloaded.
- You will need to send the download link to Support via the ticket interface or email once file has been uploaded to Firefox Send.
- Customer-controlled secure file drop
- You will need to provide a login to Support staff and instructions for retrieving the file.
For sensitive data under strict requirements to not be exposed to third parties, such as Firefox Send, we prefer a customer-controlled file drop, but may on request spin up our own instance of a secure file drop platform and work with the customer to provide the data to us. In this case we would control the infrastructure hosting the file drop instance, ensure an encrypted transfer session (such as HTTPS, SFTP, SSH, or rsync) and destroy the instance in entirety once the data is retrieved .
These situations are usually unique and we are willing to work with customers to ensure their internal security requirements are met while transferring any data deemed sensitive.