Support Policy
COVID-19 Revised Support Policy
Fourth is maintaining all Fourth and HotSchedules applications to ensure our products are fully operational. Our platforms and processes continue to be monitored 24 hours a day by our global teams. Fourth business continuity and disaster recovery programs are designed and tested for such an unprecedented situation. Our Customer Support teams are still available 24/7 with some slight modifications as noted below:
- Our telephone service will be reserved for Emergency purposes only.
- EMERGENCY purposes definition:
- Critical Impact Incident – Subscription service application is down or in a state that most customers cannot reasonably perform any work, or the integrity/security of data is in jeopardy.
- Non-Emergency callers will be asked to visit the Customer Success portal to submit a support request.
- EMERGENCY purposes definition:
1. Support Centre
Users can contact HotSchedules and Fourth Customer Support in the following ways:
| Where? | How? | When? |
|---|---|---|
| Self-Serve | Click blue ‘Help’ button on the Customer Success portal | AnswerBot & Leave a Message: 24/7 Live Chat: 8am – 4pm GMT, 8am – 4PM CST |
| Articles and guides | Customer Success portal | 24/7 |
| Request to Support | Submit a Request | 24/7 |
| Support Phone Line | US/CAN – (877) 720-8578 UK – +44 (0) 8081349883 AUS – +61 1800983162 UAE – +97 1800035770167 | Priority 1 Incidents only |
All of our platforms can be monitored for P1 Incidents via the Fourth Status Page
- We offer 24/7 Customer Support services through selected channels to active and authorised Users of our software solutions.
- Our support language is English with some members of our team also fluent in Spanish.
- Admin Level Support is provided as standard, unless otherwise stated in your contract.
The Customer Support Team consists of four tiers as described below:
| Tier | Description |
|---|---|
| Tier I | Tier I handles the majority of inbound live chat, web tickets and phone calls. Tier I Personnel are certified to handle general user enquiries, basic troubleshooting of software and integrations, and issue tracking. |
| Tier II | Tier II addresses advanced features of the software including more complex enquiries and troubleshooting, issue escalation, and issue tracking. |
| Tier III | Tier III handles complex engineering issues including databases, debugging software code and related services. |
| Tier IV | Tier IV is the Engineering Teams who resolve issues within the infrastructure, database, or software code. |
2. Escalation Procedures & Process
Please include the Ticket number as a reference in the email.
3. Support Targets & Priority Definitions
Support Targets or SLAs are based upon the priority of each enquiry or issue and can range from something that affects business operations, which is fixed swiftly, to a browser specific UI issue that does not limit functionality, which could take up to 12 weeks.
Our Support Targets 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:
| Target | Description | Response Time | Resolution |
|---|---|---|---|
| Critical (P1) |
| 30 mins P1 Incidents must be raised by telephone (24/7) or Live Chat (during operational hours) | 3 hrs |
| High (P2) |
| 3 hrs | 12 hrs |
| Medium (P3) |
| 8 business hrs | Up to 6 weeks (varies by Product, complexity and type of resolution needed) |
| Low (P4) |
| 48 business hrs | Up to 12 weeks |
| Exceptions | Note |
|---|---|
Exceptions of Note |
|
4. Availability
“Availability” or “Available” means you can log in and access the services.
4.1 Scheduled Maintenance
There will be regular maintenance scheduled for all products. During these times the service may be unavailable.
Customers will be advised not less than 2 weeks in advance of any scheduled maintenance.
Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue.
Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows.
Notifications will be delivered via the Fourth Status Page.
Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.
5. Data/Storage Management Security
We have a data/storage management security programme; please review our legal page and terms of service for details. Click here for Legal Documents and Terms of Service.
6. Mobile Application Version Policy
The purpose of this policy is to ensure the best possible user experience of our mobile applications by enforcing the use of the current and supported version.
Our mobile applications are updated in line with planned and regular releases.
These updates may include minor bug fixes, improvements, and major feature enhancements.
Any user experiencing technical issues on an older version of the application will be asked to upgrade to the current version.