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.
b3lineicon|b3icon-user-support||User Support

1. Support Center

1.1. Contact Information

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

Where?How?When?
Self-ServeClick blue ‘Help’ button on the Customer Success portalAnswerBot & Leave a Message: 24/7


Live Chat: 8am – 4pm GMT, 8am – 4PM CST
Articles and guidesCustomer Success portal24/7
Request to SupportSubmit a Request24/7
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

1.2. Offering

  • We offer 24/7 Customer Support services through selected channels to active and authorized 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.

1.3. Tiered Response

The Customer Support Team consists of four tiers as described below:

TierDescription
Tier ITier I handles the majority of inbound live chat, web tickets and phone calls. Tier I Personnel are certified to handle general user inquiries, basic troubleshooting of software and integrations, and issue tracking.
Tier IITier II addresses advanced features of the software including more complex inquiries and troubleshooting, issue escalation, and issue tracking.
Tier IIITier III handles complex engineering issues including databases, debugging software code and related services.
Tier IVTier IV is the Engineering Teams who resolve issues within the infrastructure, database, or software code.
b3lineicon|b3icon-envelope-send||Envelope Send

2. Escalation Procedures & Process

The escalation process for any Support related query can be followed by emailing servicemanagers@fourth.com.

Please include the Ticket number as a reference in the email.

b3lineicon|b3icon-clock||Clock

3. Support Targets & Priority Definitions

Support Targets or Services Level Objectives (SLOs) are based upon the priority of each inquiry 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:

TargetDescriptionResponse TimeResolution
Critical (P1)
  • Subscription service application is down
  • Integrity/security of data is in jeopardy
30 mins


P1 Incidents must be raised by telephone (24/7) or Live Chat (during operational hours)
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 hrs12 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 hrsUp 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)


ExceptionsNote

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.
b3lineicon|b3icon-success||Success

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.

4.2. Unplanned or Emergency 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.

b3lineicon|b3icon-cloud-upload||Cloud Upload

5. Data/Storage Management Security

We have a data/storage management security program; please review our legal page and terms of service for details. Click here for Legal Documents and Terms of Service.

b3lineicon|b3icon-mobile-devices||Mobile Devices

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.