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Customer Support Options

World-Class Support Programs for Every Business Need

At Bottomline, we know that an implementation is only the beginning of a productive, long-term relationship. That's why we strive to be the very best in providing world-class product support to every customer. Bottomline offers various support options to meet every need.

Create!form, FormScape and Optio Support

Standard Support Program
Standard software support includes technical phone support (during standard call center hours) and other benefits, including: licensed software version upgrades and releases offered at no charge*; access to a secure environment for the transfer of application files and data; call escalation and resolution through Bottomline's Technical Support Group; and unlimited access to online support that provides in-depth information such as service request status, patches available for download and technical product documentation.  

Premium Support Options
The following support options are available to customers enrolled in Bottomline's Maintenance and Support Program for an additional fee. For more information, or if you have specific questions about Bottomline's Premium Support Program, please contact Bottomline's Customer Technical Assistance Center (CTAC) at 800.839.9029. 
        

                     

Scheduled After-Hours/Weekend Support
Scheduled after-hours or weekend support is applicable to activities such as planned ERP system upgrades, project or user testing, or other data migrations performed outside of normal business hours. Scheduling additional support coverage within this program must be completed at least one week prior to the requested dates. 

24x7 Pager Emergency Support
Emergency support is available seven days a week, 24 hours a day for emergencies with an established system in production. 24x7 support is limited to a "production down" situation in which a customer is unable to use Bottomline products that affect in-production software. Enrolled customers are supplied an after-hours toll-free number and once the call is placed, an assigned Bottomline representative will respond to the request within one hour. 

PayBase and WebSeries Support 

Standard Support Program
Standard software support includes technical phone support (during standard call center hours), preferred customer discounts and other benefits, including: licensed software version upgrades and releases offered at no charge*; 25% discount for multiple enrollments in Bottomline training courses; email and FTP services for the transfer of application files and data; call escalation and resolution through Bottomline's Technical Support Group; and unlimited access to Bottomline's Customer Care Portal, a technical database providing in-depth information such as technical documentation and troubleshooting techniques.

Premium Support Options
The following support options are available to customers enrolled in Bottomline's Maintenance and Support Program for an additional fee. For more information, or if you have specific questions about Bottomline's Premium Support Program, please contact Bottomline's Customer Technical Assistance Center (CTAC) at 800.839.9029. 

                     

Gold Level Support
Gold Support includes all of the standard support features but offers customers desiring a more focused program with: a dedicated Enterprise Support Account Manager (ESAM) that serves as the primary point of contact, an initial on-site account orientation and planning visit by the ESAM, one additional designated support contact (for a total of 2) and up to two days** of on-site support consulting.

Platinum Level Support
The purchase of Platinum Support provides a powerful problem-solving environment for our customers who have purchased more complex systems and require a greater level of attention and protection for their users. Platinum Support combines Gold Support  with one additional designated customer support contact (for a total of 3), an in-house instance of your application for problem identification and resolution, and 24x7 pager support for critical, after-hours emergencies. 
 
24x7 Emergency Pager Support
Critical support options are available for an additional fee to customers enrolled in Bottomline's Standard or Gold Support Programs. Emergency support is available seven days a week, 24 hours a day for emergencies to clients with an established system in production. 

Legal Spend Management Support

Legal-X and Legal eXchange clients have access to the superior customer service provided by Bottomline’s Legal Spend Management support desk which is staffed with live operators Monday - Friday, 8:00 AM - 8:00 PM Eastern (excluding Bottomline holidays). Support during non-business hours is defined as Monday - Thursday, 8:00 PM - 8:00 AM Eastern; Friday, 8:00 PM - Monday, 8:00 AM Eastern; and all Bottomline holidays. Bottomline also offers a Customer Care Portal (CCP) that provides customers with a single point of access for a variety of customer service functions, including live chat with a Customer Service representative, logging new Support tickets and the ability to review all closed and pending Support tickets. If you don’t already have access to the CCP, simply visit http://portal.bottomline.com and click on the "Not Registered" link. Provide us with your information and within 24 hours you'll receive an email with your user name and password.

For more information on the Legal Spend Management support program, please contact the LSM Support Team for Legal eXchange at 888-923-9553 or Legal-X at 866-645-7444.


Also, see our comprehensive software maintenance program


* Service fees may apply. Applicable only to customer licenses with current software maintenance contracts.
** Requires advance scheduling; travel and expense charges are additional.

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