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 FinancialForce.com team.
The Standard Success Plan comes with your FinancialForce.com application subscription. Our most successful customers take advantage of one of our optional Premier Success Plans, 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||Premier Enterprise Success Plan|
|Business Support Hours||
US: 06:00 - 18:00 PST
|US: 06:00 - 18:00 PST
UK & ROW: 08:00 - 17:30 GMT
Australia: 09:00 - 18:00 AEST
(Monday - Friday)
(Weekend Telephone Support for Critical Issues)
|Submit cases through the FinancialForce Community||24 x 7 x 365||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||FinancialForce Community, Email or Phone|
|How we will respond to you||FinancialForce Community, Email or Phone||FinancialForce Community, Email or Phone||FinancialForce Community, Email or Phone|
|Target First Response Time||2 Business Days||2 Business Hours||2 Business Hours|
|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||✔||✔||✔|
|Training Catalogue||Getting Started Training Catalogue||Premier Training Complete Catalogue (Coming Soon)||Premier Training Complete Catalogue (Coming Soon)|
|Standard success plan details||Premier success plan details||Premier Enterprise 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.
Across all the FinancialForce.com 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: