Customer Support and software maintenance updates are available to all UNIT4 customers with an active maintenance contract.
UNIT4 customers can obtain support from a number of sources. The following describes each of those.
Documentation, Updates and Release Notes: UNIT4 has developed a rich set of timely documentation and other information to keep customers informed about their product’s new features, improvements, and planned updates. A knowledge base is also available, allowing you to take immediate action to remedy a wide variety of support-related issues. Finally, customers can download and apply software updates and hot fixes to their systems as necessary. Please log in to our customer portal to access all the docummentation: MYUNIT4.
Web-based Support: Customers can enter support requests directly into either the Agresso or Coda Incident Management Systems. Customers can also update support requests or track their status. Using Web-based support ensures the same analyst is continuously engaged in the issue resolution.
Telephone Support: Please see our phone contact and office hours listed in this page. UNIT4 also utilizes online meetings in conjunction with phone support to ensure we understand our customer’s problem and offer the proper recommendations.
Email: UNIT4 Customer Support email is regularly monitored during our office hours.
Premium Support: In addition to Standard Support, Premium Support offerings can be developed to meet your unique needs. UNIT4 can provide a combination of support staff located in offices around the world with on-call personel to provide 24/7 support to customers. Please contact your Customer Account Executive to discuss your needs beyond Standard Support.
Consulting on Demand: UNIT4 Customer Support provides short duration, billable assistance to customers who would like help with a report they are developing, trouble-shooting workflow or adjusting other profile settings. Customers can call, send email or submit a Support Request to obtain our expert consulting support.
Escalating Support Issues
If you are ever unsatisfied with the quality or timeliness of the support you have received, please contact the UNIT4 North American Manager of Customer Support, Ware Hartwell. He can be reached at firstname.lastname@example.org or by telephone at 250.704.4475.
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