Comprehensive Support Services maximise solution performance
From incident-level needs to 24x7 services, Bottomline offers a variety of support and maintenance options to help our customers speed solution deployment, drive user adoption, and maintain productive uptime. These options are available for purchase based on your product, region, and specific need. Talk to a Bottomline representative about developing a customised offering specific to your organisation.
Bottomline maintains an extensive online Customer Care Portal that provides information such as case status, patches available for download, FAQs, technical notes, and up-to-date user manuals. The Customer Care Portal facilitates interaction with Bottomline to:
Clients enrolled in Bottomline’s Standard Maintenance and Support Program benefit from a comprehensive set of support offerings, including:
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 off-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.
Bottomline’s Priority Support Program goes beyond incident level assistance providing advanced support services to meet the complex needs of your organisation. Customers with Bottomline’s Priority Support have access to an exclusive queue granting direct access to senior technicians as first line of support. Our team of senior technicians proactively communicates with Priority Support customers on regularly scheduled touch point calls to review issues, action plans, release schedules, and address any support needs.
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 centre 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.
Bottomline offers a bespoke 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:
Get in touch with our support team for more details on these support offerings for your product and region.