Online support
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 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 Salesforce CRM "Help and Training" window
You can easily search for answers to FinancialForce related questions, using the FAQ site and the search facility.
Logging a case with Salesforce 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 "Contact Support" 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 "Contact Support" on the "Open a case" tab.
- Select an appropriate Problem Type:
- Administrator Request
- Developer Support
- General User Question
- Specify an appropriate Problem Area
- Prefix the Subject with ‘FinancialForce.com : ‘ , then complete the subject accordingly
- Complete the other fields and submit your case to our Support team.
Logging a case via "Help & Training"
Regional support contacts
You can also get support in your region by phone and email - please see the relevant contacts below:
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 applications.
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.
