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Build a custom support package

Customer support options


Our representatives can develop a customized offering specific to your organization, based on your product, region and specific need.

BT action 84

Accelerate solution deployment

BT personnel 142

Drive
user adoption

BT documentation & messaging 60

Maintain
productive uptime

BT documentation & messaging 50

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

02 Standard Support
03 24x7 Emergency Support

24/7 emergency support

24/7 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.

04 Out of Hours Support
05 Premium Care

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 24/7 support can be catered for as well as other elements such as:

  • Access to hot fixes and patches for issues via a customized 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 organization

BT legal 116

Service offerings

Comprehensive planning, design, implementation and training to help you maximize your technology investment.

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BT documentation & messaging 50

Training programs

Bottomline's training programs are designed to increase knowledge and skills to ensure user productivity.

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Bottomline maintains an extensive 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