Support overview

You invest in us. We invest in you. We're driven by customer success. That’s why if you ever need help or have questions about your system, we want to make sure you get well-informed, proactive support from the team.

We offer two types of support: Standard and Premier.

The Standard Success Plan comes with your application subscription. Our most successful customers take advantage of our optional Premier Success Plan, where you get a truly collaborative partnership with a team whose job it is to make sure you get the most out of the product, get issues resolved quickly and achieve a high ROI.

. Standard Success Plan Premier Success Plan
Business Support Hours US: 06:00 - 18:00 PST
UK & ROW: 08:00 - 17:30 GMT
(Monday - Friday)
US: 06:00 - 18:00 PST 
UK & ROW: 08:00 - 17:30 GMT
(Monday - Friday)
Submit cases through the FinancialForce Community 24 x 7 x 365 24 x 7 x 365
Where you can log cases FinancialForce Community, Email or Phone FinancialForce Community, Email or Phone
Telephone Support
How we will respond to you FinancialForce Community, Email or Phone FinancialForce Community, Email or Phone
Target First Response Time 2 Business Days 2 Business Hours
Customer Success    
Self Service resources including knowledge base via the FinancialForce Community
Assigned Customer Success Manager  
Unlimited access to FinancialForce Xtra which contains our video tutorials, documentation and other useful resources
  Standard success plan details Premier success plan details

And we’re just a click, touch or dial away. The support contact page has all the information you need to contact us. Upgrade Process

Online Support

Get help straight from the source

Across all the solutions, we deliver superior online help and documentation straight from within our application, putting the information you need at your fingertips.

You also get access to Xtra, our widely used customer portal that’s packed with all kinds of helpful educational tips, tricks and information including: