Support
Helping you keep your FinancialForce solutions running smoothly
FinancialForce.com and salesforce.com are working together, to provide you with first-class, global support via a network of support centers around the world. This page introduces you to FinancialForce Support and provides an overview of how to get in touch, as well as the services and assistance available to you.
There are many ways to access the answers and support you need:
Using the FinancialForce applications' online help
The FinancialForce applications deliver award-winning online help – providing an impressive range of guidance, which enables both new and experienced users to get the most out of their service.
Three types of online help are delivered within a FinancialForce application itself:
- application-level – via the “Help” link on the application sidebar
- context-sensitive – via “Help for this page” links.
- object-level – via the “Help” link on any “Related lists” section.
Using the Saleforce CRM “Help and Training” window
You can easily search for answers to FinancialForce-related questions, using the FAQ site and the search facility.
The Salesforce CRM “Help” window
Logging a case with Customer Support 1
If the question has not been answered in the FAQ pages, then log a case online with Customer Support. Just go to the “My Cases” option, within the “Help and Training” window in the application.
You can log support cases 24x7:
- Click the “Help & Training” link on any FinancialForce application page.
- Click “Log a case” on the “My Cases” tab.
- Select an appropriate Case Reason:
- Bug
- Developer Support
- General User Question
- Select “FinancialForce Functionality” as the “General Application Area”
- Select an appropriate “Functional area”.
Complete the other fields and submit your case to our Support team.
Logging a case via “Help & Training”
Calling customer support 1
For immediate assistance, speak directly to a customer support representative:
| For Customers In | Telephone Number |
|---|---|
| North and South America | 1-415-901-7010 |
| Europe, Africa, and the Middle East | 00353 1 272 3503 |
| APAC | +65 6302 5700 |
| Australia (toll-free) | 1-800-789-984 |
| Hong Kong (toll-free) | 800-967-655 |
| Japan | +81 3 5785 8480 |
| New Zealand (toll-free) | 0-800-45-0064 |
| Singapore (toll-free) | 800-1301-448 |
| Korea (toll-free) | 00308-13-1566 |
| Taiwan (toll-free) | 00801-14-8701 |
| Thailand (toll-free) | 001-800-13-202-0584 |
Sending an email 1
If, for any reason, you have not been able to log or resolve your issue via the routes described above, you can also contact Customer Support via email.
| For Customers In | Email address |
|---|---|
| North and South America | support@salesforce.com |
| Europe, Africa, and the Middle East | support@emea.salesforce.com |
Taking advantage of our Premier Support service 1
This is available to customers and users of Salesforce CRM and FinancialForce applications, as an additional option. N.B. you must have the same support arrangements in place for both Salesforce CRM and your FinancialForce applications2.
Premier Support has been designed to provide maximum value, a collaborative partnership, and personalized services. Our premier customer service representatives (CSRs) can tackle your toughest challenges, from troubleshooting for customers of all sizes to multi-thousand-user setup.
In addition to all the benefits of Basic Support, Premier Support includes:
- a two-hour response time (business hours)
- an assigned CSR or team of CSRs
- health checks to determine if your company is using Salesforce CRM and FinancialForce applications to their full advantage
- a toll-free, priority-queued phone line (available in the United States and Canada).
Premier Support more than pays for itself in terms of higher user adoption, more CRM and accounting success, and increased business productivity. In fact: research by salesforce.com has shown that Premier Support customers have 20 to 30 percent higher log-in rates and benefit from 50 percent higher adoption of CRM features, on average.
Premier Support is available for the entire line of FinancialForce solutions. To find out more about how we can help you better manage what's important to you and your business, please contact us.
1. All of these contact methods will take you through to trained salesforce.com staff, who will give you friendly, professional, effective help. The salesforce.com and FinancialForce.com support staff are working together as a team, to help you quickly and effectively solve any problems that you experience with our applications3.
2. So, if you are already using the Premier Support service for your existing Salesforce CRM licenses you will have to take the Premier Support option for FinancialForce.com applications too. Likewise, if you would like the benefits of Premier Support for your FinancialForce applications but have been on Basic Support for Salesforce CRM then you will have to upgrade your Salesforce CRM licenses to Premier Support too.
3. Once you log a case, it will be allocated to a Support team member for prompt attention. On our basic Support service, we aim to be back in contact within 48 hours of your initial enquiry; Premier Support customers benefit from a dedicated team, which enables us to provide a fast-track response within just 2 business hours.