If you're an existing customer looking for help, please see Customer Support, otherwise read on to learn about our support services.
Today’s complex information technology ecosystem demands reliable performance from your FacilityForce software solution. You can scarcely afford the frustration and inconvenience that arise from system downtime. But the fact is, system-related issues do sometimes occur—and usually when you can least afford them.
That’s why it’s crucial to have the backing of a comprehensive support plan—one that rapidly resolves your technical issues, provides high-quality customer service and offers a wealth of valuable benefits.
FacilityForce Software Support delivers unparalleled value in a comprehensive portfolio of support services that enable your organization to get the most from your software investment.
|Features||Standard Success||Premier Success||Signature Success|
|Customer Resource Center||Yes||Yes||Yes|
|Customer Care Portal||Yes||Yes||Yes|
|Technical Support Contacts||1||Up to 5||Up to 10|
|Dedicated Customer Success Manager||Yes||Yes|
|Training and Services Discounts||Yes||Yes|
|Customer Health Checks||Yes||Yes|
|Event and Certification Management||Yes|
|Users Conference Passes||Early-Bird Discount||3 Passes||6 Passes|
FacilityForce is also pleased to offer system administration services for customers in transition between administrators, or who would like help training and onboarding a new system administrator. Contact us to discuss your situation and we would be happy to tailor a services engagement to meet your specific needs.
Our Software Support is a key element in our process approach to delivering professional services with customer success at the center of it all. Our various teams (including sales, service, technical services, custom development, customer care and account services) all work with your customer success manager who serves as a consistent contact and advocate for your success throughout the process.
We believe that our success as a software company depends entirely on your success with our software solutions. As such, we have a vested interest in helping you achieve your strategic and business goals. Our professional services can help ensure long-term success for both of us, by ensuring a solution fit to your business needs, driving user acceptance and adoption, and keeping it all running smoothly with technical and support services.
FacilityForce's professional services team is made up of project managers experienced in all aspects of facilities management. Leveraging industry best practices, we work with your organization to streamline and improve all aspects of your business processes in harmony with the design intent of our software.
Regularly release new versions including customer requested enhancements and major product innovation.
Defects are prioritized and addressed in major releases and patches throughout the year.
Tech stack and dependencies are kept up-to-date to avoid security-related vulnerabilities or degraded service.
All products tested against current web accessibility standards.
Multi-level support escalation to address all issues ranging from product support to mission critical.
Customer portal available 24x7. Multiple contacts can be notified as a ticket is troubleshot and reaches resolution.
24x7 access to KB articles based on the most common questions fielded by our customer support team.
Context sensitive searchable and up-to-date help related to each module and screen.
Extensive collection of webinars, training videos and conference sessions to help both new and existing users.
Regular contact with a customer success manager who can keep you on-track toward achieving your goals.
Interfaces and product extensions that provide automated integrations with external systems and improve operational efficiency.
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The best way to confirm whether our software is a good fit for your organization (and vice versa) is for us to discuss your specific challenges and goals, so let's talk...