Unit4

At Unit4, our aim is to ensure you achieve maximum benefit from using our solutions. With this in mind, we have developed a range of customer service options to complement your organization's resources and enable you to realize the full benefits of your investment in our solutions.

We offer three Tiered Support service options: 

  • Standard – prompt, reactive support (i.e. when needed) to get you back up and running if something goes wrong.

  • Enhanced – proactive support to ensure your organization gains good business value from your Unit4 products.

  • Premium – holistic support, working in close partnership with you, to deliver the very best from our software and services.

The individual elements that are included in each option for our Global Cloud, On-premise and Local products are set out in the tables below:

Key
Standard  S     Enhanced  E     Premium  P 
  • Global Cloud Tiered Support

     

    S

    E

    P

    Access to support
    Ability to access and submit cases to Unit4 and Unit4’s comprehensive knowledge database.

     

    Access to Unit4 Customer Portal
    Unit4’s comprehensive knowledge database delivered in English.

     

    24/7 support response
    24/7 support for business-critical events (P1).

     

     

    Assigned success consultant
    Assigned point of contact to discuss and seek guidance on ad hoc operational questions or escalations.

     

     

    Application value check
    Annual review of the business value created for the customer, with guidance on future optimizations.

     

     

    Assigned support team
    Support team “ringfenced” as per customer’s business needs, handling support requests.

     

     

     

    Functional application review
    Review of customer's functional use of the software and guidance on future areas of optimization.

     

     

     

    Business continuity, compliancy and security advisory
    Access to key experts on above-mentioned topics.

     

     

     

    Upgrade support
    Proactive assessment and recommendation on appropriate timing for customers to upgrade.

     

     

     

    Service quality review
    Assessment of quality of support and service delivered.

     

     

    A

    Q

    Local language support (optional)
    Access to local-language-speaking support personnel.

     

     

     

    O

    Key
    ✔ = Included
    A = Annual
    Q = Quarterly
    O = Optional

       

  • On-Premise Tiered Support

     

    S

    E

    P

    Access to support
    Ability to access and submit cases to Unit4.

     

    Access to Unit4 Customer Portal
    Unit4’s comprehensive knowledge database delivered in English.

     

    24/7 support response
    24/7 support for business-critical events (P1).

     

     

    Assigned success consultant
    Assigned point of contact to structurally discuss and seek guidance on ad hoc operational questions or escalations.

     

     

    Application value check
    Annual review of the business value created for the customer, with guidance on future optimizations.

     

     

    Assigned support team
    Support team “ringfenced” as per customer’s business needs, handling support requests.

     

     

     

    System health advisory
    Annual technical assessment of customer's software implementation and guidance on futures areas of optimization.

     

     

     

    Service quality review
    Assessment of quality of support delivered.

     

     

     

    A

    Local language support (optional)
    Access to local-language-speaking support personnel, handling customer cases.

     

     

     

    O

    Key
    ✔ = Included
    A = Annual
    O = Optional

       

  • Local Product Tiered Support

     

    S

    E

    P

    Access to support
    Ability to access and submit cases to Unit4 and Unit4’s comprehensive knowledge database .

     

    Assigned success consultant
    Assigned point of contact to structurally discuss and seek guidance on ad hoc operational questions or escalations.

     

     

    Assigned support team
    Support team “ringfenced” as per customer’s business needs. All customer support requests routed to established assigned teams.

     

     

     

    Local language support (optional)
    Access to local-language-speaking support personnel, handling customer cases.

     

     

     

    O

    Key
    ✔ = Included
    O = Optional

       


Further information

Please choose from the options below, if you would like to find out more about our Support services.

Visit your local Unit4 website. Please select from this drop-down list, to see full details of support for Unit4 solutions in your region.

Contact your Account Manager

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