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 enquiry. For customers on one of our Premier Success Plans, you’ll get a fast-track response within just 2 business hours by phone or email.
|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|
|Telephone (international):||+44 (0)1423 532830|
|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.
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: 6:00am - 6:00pm PST
|US: 6:00am - 6:00pm PST
UK & ROW: 7:00am - 5:30pm GMT
Australia: 9:00am - 6:00pm 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)|
|Plan details||Plan details||Plan details|
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; additional applications, customer announcements, customer events, documentation, FinancialForce ready apps, ondemand training, service pack schedule, and hundreds of highly detailed video tutorials.
The FinancialForce Community has been designed as a central hub where our customers and staff come together to solve problems, answer questions, exchange ideas, and learn about the many FinancialForce.com solutions and how to maximize them.