Contacting Support

You can log a case via FinancialForce Community or by telephone. FinancialForce.com professionals are trained to a high standard in all our products and are ready to deliver the support you need. Once you log a case, it will be allocated to a Support team member for prompt attention.

  • For our Standard Success Plan, we aim to be back in contact with you within 48 business hours of your initial inquiry.
  • For customers on our Premier Success Plan, we aim to get back to you within 1 hour for a Business Standstill case, within 2 hours for a Business Critical case, and within 6 hours for Major Problem, Problem and Question cases.
  • On our Signature Success Plan, you’ll get a fast-track response within just 15 minutes for a Business Standstill case, within 1 hour for a Business Critical case, and within 2 hours for Major Problem, Problem and Question cases.

US Support — 6:00am to 6:00pm (Pacific Time)
Telephone (toll free): +1 877 828 9161
UK and ROW Support — 7:00am to 5:30pm (UK Time)
Telephone (UK freephone): +44 (0)808 238 9790
Australian Support — 9:00am to 6:00pm (AEST)
Telephone (toll free): 1800 092 411
Telephone (international) +61 2 9571 0254

Telephone support is available in English only.

Holiday schedule


Our success plans

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 success plans: Standard, Premier and Signature.

The Standard Success Plan comes with your FinancialForce.com application subscription. These customers are go-getters who like to use online Communities to excel. They like to take online training and learn things on their own. They are very self-sufficient in running all aspects of our technology.

Our most successful customers take advantage of our Premier and Signature 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.

Our Premier Success Plan partners you with a Customer Success Manager (CSM) who will help you map out your goals and KPI’s and help you accomplish them by conducting regular business reviews. To help you take your usage to the next level, we’ll also give you 4 sessions annually with our Technical CSM. You’ll have access to one fundamentals class to be used throughout the year, to help you on-board and train new team members. You’ll also receive 1 free pass to our annual customer event. From a support perspective, you’ll receive an initial response to your most critical cases in 1 business hour.

If you opt for our Signature Success Plan, you’ll receive our white glove treatment. We’ll provide you not only with a dedicated CSM but also a Technical Account manager (TAM), and 8 1-hour sessions annually with our Technical CSM. You’ll receive 4 passes to our annual customer event, so you can get the most out of the experience. When you have a business standstill issue you’ll get an initial response from support within 15 minutes.

In addition, for our Premier and Signature plans we created number of add-on services made available for purchase so you can truly customize your success plan to your needs. Please reach out to your Account Executive or Customer Success Manager to review any of these plans in more detail.

Benefit  Standard Success  Premier Success Signature Success
Pricing Included *Contact AE/CSM *Contact AE/CSM
Access to Support 12X5 24X7 (Standstill and Critical issues) 24 x 7
Support Response Time 2 Day Standstill: 1 hours, Critical: 2 hours, Major Problem, Problem, Question: 6 hours Standstill: 15 mins; Critical 1 hours; Major Problem, Problem Question: 2 hours
Community Access
Assigned Customer Success Manager Community / Online only 1:8
Assigned Technical Account Manager     1:8
Business Reviews  
(Quarterly)

(Quarterly)
Technical Review Sessions Year / w Tech CSM   4 8
Training credits per year   *Contact AE/CSM *Contact AE/CSM
Passes to Annual Customer Conference   1 4
Named Support Contacts 4 Unlimited Unlimited
    Add-ons Add-ons
    Technical Account Manager (1:8)* Technical Account Manager (1:4)*
    Technical Account Manager (1:4)* Technical Account Manager (1:1)*
    Technical Account Manager (1:1)* CSM (1:4)*
      CSM (1:1)*
  PLAN DETAILS PLAN DETAILS PLAN DETAILS

*Contact FinancialForce Customer Success Manager or Account Executive for details and pricing