Contact Information
Users can contact HotSchedules and Fourth Customer Support in the following ways:
| Need Help with | Hours of Coverage | Link | Phone Number/Email |
|---|---|---|---|
| Self Service: Help Articles and Product Guides | 24/7 | Customer Success Portal | |
| Self Service: Hotschedules Automated Scheduling Assistance | 24/7 | How to use the Automated Phone System | US: 1-866-753-3853 |
| Billing or Payment Questions | Mon -Fri (response within 3 days) | Contact Us: Billing or Payment Questions | Contact Us: Billing or Payment Questions |
| US HR Services | 08:00am – 06.00pm EST (Mon-Fri) | Contact Us: HR & Payroll Services Questions | Toll Free: (877) 315-0004 Direct: (813) 643-4000 |
| US Payroll Services | 08:00am – 06.00pm EST (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 |
| Sales | 08:00am – 08.00pm EST (Mon-Fri) | Contact Sales | Contact Sales |
Technical Support
| Need Help with | Hours of Coverage | Link to Contact | Phone Number/Email |
|---|---|---|---|
| US Workforce Management:
HotSchedules Labor |
08:00am – 08.00pm EST (Mon-Fri) 09:00am – 06.00pm EST (Sat-Sun) |
Contact Us: Technical Support | US/CAN: (877) 720-8578 |
| UK Workforce Management and Inventory:
Workforce Management |
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 – 06:00pm EST (Mon–Fri) | Contact Us: Technical Support | US: (855) 715-8518 |
All of our platforms can be monitored for P1 Incidents via the Fourth Status Page
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. 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 | 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
(varies by Product, complexity and type of resolution needed) |
| Exceptions of Note | |||
|
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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.
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.
Save time, reduce costs, and increase profitability with Fourth’s intelligent solutions.