Rootstock Customer Success & Support
Go live is not the finish line. It's where our partnership begins.
Our customer success and support team exists for one reason: to make sure every customer runs Rootstock better with each year that passes. You get answers from experts who learn your business, plus a customer-led user group that helps shape our roadmap. And when your business demands a white glove experience, Platinum Success puts a named expert beside you.
“Rootstock’s support has been excellent, and they have an extremely knowledgeable staff with many, many years of manufacturing experience.”
— Mitch Cahn, President, Unionwear
Customer Success & Support
Support That Shows Up
Most ERP vendors make you re-explain your business every time you open a case. Not here. Your cases go to people who know your environment — how you’re configured, what you build, and what you’ve been through with us. That continuity is the difference between a ticket getting closed and a problem getting solved. Our customer success and support teams are committed to measuring our success by yours.
Continuity Matters.
Your configuration and your case history travel with you. You never start over.
Manufacturing runs in our blood.
Our support and success staff brings decades of manufacturing and industry experience.
With you for the long haul.
Go-live is day one, not the deliverable. We partner with you through every release, every growth phase, and every change.
We also understand that sometimes a business needs more. For customers that require a more personal touch, Rootstock offers a Platinum Success Plan that provides your team with a dedicated Technical Account Manager: a guiding hand intimately familiar with your unique environment.
Premium Success Plan
Rootstock Platinum Success
Run Rootstock better, with an expert by your side
Every Rootstock customer gets expert support, but our most engaged customers choose our Platinum Success Plan. This premium success plan pairs your team with subject matter expertise by way of a dedicated Technical Account Manager, backs your cases with faster response times, and gives you a direct line into Rootstock's deepest product expertise. Issues resolve faster, upgrades land smoother, and your ERP strategy stays ahead of your business.
What you’ll get with Platinum Success:
A named expert who knows your business. A Technical Account Manager (TAM) deeply familiar with your environment, configuration, and objectives.
Faster answers from people who know you. One-business-hour critical response target, priority case handling, up to six designated contacts, and frequent touchpoints.
Upgrades without drama. TAM-led release assistance, feature previews, and testing guidance, so you stay current with confidence.
Strategic guidance all year. Up to four business reviews a year, early roadmap visibility, an SME and advocate inside Rootstock who makes sure your requests are heard.
15%
higher CSAT reported by Platinum customers.
Compare Your Options
Standard vs. Platinum
Community
Our Customers’ Voices Matter
Listening to customer voices is one of the many ways Rootstock delivers on our promise of an exceptional user experience. Two communities make sure your voice reaches us…and reaches your peers.
The Root Group
A user community run by customers, for customers, led by an independent customer advisory board. Quarterly user group meetings, monthly Ask Me Anything sessions, and an active Slack channel connect you with peers who understand your challenges. Most importantly, The Root Group shepherds customer needs and ideas directly to Rootstock, helping shape features, enhancements, and roadmap priorities.
The Rootstock Success Community
Your online home for all things Rootstock: open and track support cases, search documentation and release notes, and swap best practices with other users, partners, and Rootstock employees.
With Rootstock, you're never on your own. You join a connected ecosystem of customers growing together.
Learn More →