Build a custom support package
Customer support options
Our representatives can develop a customised offering specific to your organisation, based on your product, region and specific need.
Accelerate solution deployment
Drive
user adoption
Maintain
productive uptime
Resolve incident level needs or 24/7 services
Standard support
Clients enrolled in Bottomline’s standard maintenance and support program benefit from a comprehensive set of support offerings, including:
Product upgrades and releases offered at no additional charge (implementation support for upgrades may be purchased separately)
Unlimited phone, chat and web access to Customer Support during standard call center hours
Access to FTP folders with unique credentials for secure transfer of any application or system files
Unlimited access to Bottomline’s customer care portal
24/7 emergency support
24x7 emergency support offers extra security should your company experience a production down emergency outside normal help desk operating hours.
For customers that routinely execute business-critical activities after-hours, this offering ensures that help is available should an emergency occur. Our on-call technicians will work with you to diagnose and address all system outages so that production can resume as quickly as possible.
Out-of-hours and
implementation support
Out-of-hours and implementation support is available for customers who require support outside of Bottomline’s standard business hours.
This offering may be especially helpful for customers that are moving into production on a new or upgraded system or for customers completing hardware upgrades or data center moves. Very often these IT activities are performed after hours on business-critical systems. Bottomline’s out-of-hours and implementation support provides blocks of on-call services with knowledgeable Bottomline technical representatives. Additionally, on-site weekend support is available should you require an on-site presence.
Premium care
Bottomline offers a priority support arrangement, you can select elements that you need for your business that offer that next level of support.
Enhanced SLA’s and 24x7 support can be catered for as well as other elements such as:
- Access to hot fixes and patches for issues via a customised code
- A key customer care manager
- Priority incident resolution procedures
- Quarterly joint operation review meeting
- A named contact who you always work with
- 24-hour support, for 5 or 7 days a week
- Dedicated telephone number
Additional ways Bottomline can support your organisation
Bottomline maintains an extensive online customer care portal that provides information such as case status, patches available for download, FAQs, technical documentation and user manuals.
Visit the Customer Care Portal to log in to your account or sign up today.
Log in or sign up