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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 FinancialForce.com team.

We offer three types of support: StandardPremier and Premier Enterprise.

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.

    RECOMMENDED
. Standard Success Plan Premier Success Plan Premier Enterprise Success Plan
Business Support Hours

US: 06:00 - 18:00 PST
UK & ROW: 08:00 - 17:30 GMT
Australia: 09:00 - 18:00 AEST
(Monday - Friday)

US: 06:00 - 18:00 PST 
UK & ROW: 08:00 - 17:30 GMT
Australia: 09:00 - 18:00 AEST
(Monday - Friday)
24 x7
(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
Telephone Support
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
Customer Success      
Self Service resources including knowledge base via the FinancialForce Community
Assigned Customer Success Manager  
Training      
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.

FinancialForce.com Upgrade Process

Online Support

Get help straight from the source

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: