1. Support Center

Contact Information

Users can contact HotSchedules and Fourth Customer Support in the following ways:

Self Service Options

Need Help with	Hours of Coverage	Link	Phone Number/Email
Self Service: Help Articles and Product Guides	24/7	Customer Success Portal

General Requests

Need Help with	Hours of Coverage	Link	Phone Number/Email
Billing or Payment Questions	Mon -Fri (response within 3 days)	Contact Us: Billing or Payment Questions	Contact Us: Billing or Payment Questions
Sales	08:00am – 08.00pm ET (Mon-Fri)	Contact Sales	Contact Sales

HR & Payroll Requests

Need Help with	Hours of Coverage	Link	Phone Number/Email
US HR Services	08:00am – 06.00pm ET (Mon-Fri)	Contact Us: HR & Payroll Services Questions	Toll Free: (877) 315-0004 Direct: (813) 643-4000  hr_ondemand@fourth.com
US Payroll Services	08:00am – 06.00pm ET (Mon-Fri)	Contact Us: HR & Payroll Services Questions	payrollusa@fourth.com
UK Payroll Services	09:00am – 05.30pm GMT (Mon-Fri)	Contact Us: HR & Payroll Services Questions	01625-750-100  payroll@fourth.com

Technical Support

Need Help with	Hours of Coverage	Link to Contact	Phone Number/Email
US Workforce Management:  HotSchedules Labor PeopleMatter Logbook Schoox GoHire Fourth Analytics US	08:00am – 08.00pm ET (Mon-Fri) 09:00am – 06.00pm ET (Sat-Sun)	Contact Us: Technical Support	US/CAN: (877) 720-8578
UK Workforce Management and Inventory:  Workforce Management Inventory Adaco Tradesimple Recipe and Engineering FnB Live Fourth Analytics UK	07:00am – 11.00pm GMT (Mon–Fri) 09:00am – 05.30pm GMT (Sat–Sun)	Contact Us: Technical Support	UK: +44 (0) 8081349883
Fuego	08:00am – 08.00pm ET (Mon-Fri) 09:00am – 06.00pm ET (Sat-Sun)	Contact Us: Technical Support	US: (855) 715-8518
Macromatix	M – F: 8a – 8p ET Sa – Sun: 9a – 6p ET	Contact Us: Technical Support	US/CAN: (877) 720-8578 AUS: +61 1800983162

All of our platforms can be monitored for P1 Incidents via the Fourth Status Page

2. Support Targets & Priority Definitions

The table below summarizes Fourth’s Service Level Objectives, including target response and resolution times for support requests. Our Service Level Objectives are based on the priority of each inquiry or issue. Service Level Objectives are the same for all customers, unless otherwise stated in your contract. We staff our operations with the objective of meeting the following target response and resolution times. Generally, issues are given higher priority if based on perceived impact on business operations.

Service Level Objectives

Priority Level	Description	Response Target	Resolution Target
Critical (P1)	Subscription service application is down. Security of data has been compromised	30 mins	3 hrs
High (P2)	Critical business operation is impacted due to serious performance degradation Critical business operation is impacted due to persistent loss of a feature	3 hrs	12 hrs
Medium (P3)	Critical business operation is impacted due to intermittent performance degradation Critical business operation is impacted due to unscalable or inconvenient workaround to use a feature	8 business hrs	Up to 6 weeks (varies by Product, complexity and type of resolution needed)
Low (P4)	Non–critical functionality is unavailable Single customer is impacted Exception case with suitable workaround	48 business hrs	Up to 12 weeks (varies by Product, complexity and type of resolution needed)

Exceptions of Note

Simple ‘How Do I’ Support Inquiry – up to 1 Business Day Complex Support Inquiries and Changes – up to 5 Business Days Consists of questions pertaining to advanced functionality including transfer of data, data variances within the platform or settings not configured to a customer’s preference. RFI (Request for Information) – up to 14 Business Days This entails any information requested that is outside normal reporting capabilities. Please reference Section 5. Data/Storage Management Security, for limitations on historical data archive. Fees will apply. Macromatix turnarounds for Priority-2 defects Fixes are highly dependent on additional complexities, including customer testing and deployment coordination. Due to this, Priority-2 code defects will vary on resolution time.

3. Maintenance

3.1 Scheduled Maintenance

Fourth conducts regular maintenance for all services. Our practice is to advise customers of scheduled maintenance at least two weeks whenever feasible. Services may be unavailable during scheduled maintenance windows.

3.2. Unplanned or Emergency Maintenance

Services may be unavailable if it becomes necessary for Fourth to conduct unplanned or emergency maintenance to address a critical issue. Where possible, we will notify our customers prior to any unplanned or emergency maintenance that falls outside if scheduled maintenance windows. Notifications of unplanned or emergency maintenance will be delivered via the Fourth Status Page.

4. Data Security

Please visit our Hosting and Data Security page for information about Fourth’s Hosting and Data Security Practices.

5. Mobile Application

Fourth recommends that mobile app users verify that they are using the most current version. Mobile applications are updated regularly to release improvements and feature enhancements, and to address minor bug fixes. Any user experiencing technical issues on an older version of the application will be asked to upgrade to the current version.