What We Do
Since 1989, Bottomline has been modernizing global business payments with connected solutions for more than 800,000 financial institutions and businesses in 92 countries.
Automate every step of your invoice-to-payment process
For Businesses
Digitize and automate AP processes with the most trusted solution for real estate
Centralize and automate all your payment creation, controls, and submissions
For Banks & Financial Institutions For Businesses
Make and receive secure digital payments conveniently through Paymode, the market leading B2B payments network trusted by over 550,000 member businesses.
Pay vendors through the largest B2B payments network to enhance working capital, prevent fraud, and reduce costs and processing time
Protect your business against fraud, get paid faster, and save time with enhanced remittance details
Boost revenue for your business and your customers with access to Paymode, our secure business payment network
Comprehensive connectivity to Swift and other domestic and global financial messaging networks
For Banks & Financial Institutions
Convert legacy financial message formats to modern message standards
Easily view analytics of financial messages with central repository
Stop payment fraud before it happens. Detect, investigate, and protect against internal and external threats
View, optimize, and forecast your cash position with all accounts connected in one solution
Own the primary customer relationship and grow business value across all business segments
Who We Serve
Join the many financial institutions and businesses that use Bottomline to pay and get paid. With solutions designed to modernize the payments landscape, we make complex business payments simple, smart, and secure.
Our Company
Capitalized terms not defined below have the meaning given to them in the Terms.
Support Hours & Requests. Customers with an active, fully paid-up support and maintenance agreement with Bottomline will receive support and maintenance that includes: advice and technical support, use of remote access tools for troubleshooting, case tracking, status updates, provision of resolutions, resolution plans or workarounds for software incidents and defects, escalation paths and general upgrades improving performance of the Products and Services (collectively, “Support”). Telephone Support is provided between 8:00 AM ET and 8:00 PM ET, Monday through Friday, excluding Bottomline holidays. Secure, password-protected access to Bottomline’s customer support website and Knowledge Centered Services is available 24 hours a day, 7 days a week, and 365 days a year, unless otherwise set forth here. Support requests may be made by Customer via telephone, email, or Internet to Bottomline’s Help Desk. The contact information for the Help Desk can be found here based on region and type of Products and Services.
Support Term. The initial term for Software Support shall commence three (3) days after shipment of the Software and continue for one (1) year. Thereafter the term shall automatically renew on an annual basis unless either party provides thirty (30) days written notice of termination.
Support Payment. Unless otherwise set forth on an Order Form, Fees for Software Support shall be invoiced annually in advance at Bottomline’s then-current pricing. For the avoidance of doubt, Bottomline will only provide Support for Software if Customer has paid Software Support Fees. If Customer discontinues Software Support, additional fees may be required to upgrade Customer to supported Software version(s) prior to re-commencing Software Support.
Support Limitations. Bottomline will not be responsible for supporting or correcting any incidents that are (i) not reproducible by Bottomline; (ii) on modified versions of the Products and Services; or (iii) incidents related to any of the following: Customer’s infrastructure, failure to install or implement all software releases made available to Customer; changes to Customer’s operating system or environment that adversely affect the Products and Services; any alterations of or additions to the Products and Services made by a third party; use of the Products and Services in a manner for which such Products and Services were not designed or not otherwise in conformance with the Documentation; accident, negligence or misuse of the Products and Services; or use of the Products and Services on a CPU other than the designated CPU(s) for the Products and Services at issue. Software Support is limited to the current version of the Software and any versions released during the previous year.
Bottomline will respond to Incidents in accordance with the target response and resolution times set forth in the table below. For the purposes of this section, the term “Incident” shall mean a material defect in the Products and Services that prevents the Products and Services from conforming in any material respect to the Documentation. Bottomline will determine, in its sole discretion, the applicable severity level of any reported Incident in accordance with the descriptions set forth below. All Critical and High Incidents must be reported to Bottomline’s Help Desk via telephone.
Critical - Incidents will be acknowledged within 4 business hours.
High - Incidents will be acknowledged within 1 business day.
Medium - Incidents will be acknowledged within 3 business days.
Low - Incidents will be acknowledged within 5 business days.
Critical - Incidents will be acknowledged within 1 business hour. A work around or fix will be provided within 2 business days.
High - Incidents will be acknowledged within 4 business hours. A work around or fix will be provided within 10 business days.
Medium - Incidents will be acknowledged within 1 business day. A work around or fix for an accepted defect will be provided within 90 business days.
Low - Incidents will be acknowledged within 3 business days and will be considered for a future product release.
Critical - Incidents will be acknowledged within 30 business minutes. A work around or fix will be provided within 1 business day.
High - Incidents will be acknowledged within 2 business hours. A work around or fix will be provided within 3 business days.
Medium - Incidents will be acknowledged within 4 business hours. A work around or fix will be provided within 30 business days.
Low - Incidents will be acknowledged within 1 business day and will be considered for a future product release.
Last Updated: August 7, 2020
