Customer Success and Support

Rootstock Software® is committed to offering high quality, high touch support to ensure our success together as true business partners.

Ensuring Your Success

Customer success is at the heart of our mission at Rootstock Software. We succeed only when our customers succeed. That’s why we provide a variety of support plans and encourage participating in the the Rootstock Success Community to help you collaborate and communicate with other customers.

Rootstock Success Community

The Rootstock Community is your online destination for all things Rootstock, including support cases, documentation and most importantly, other customers. Connect, communicate and share experiences with other users, partners and Rootstock employees.

  • Collaborate: Discuss product and technical topics with other Rootstock customers and share your knowledge with other users.
  • Product Release Notes and Documentation: Use full-text search or menu-driven access to find detailed product articles and related user discussions.
  • Support Cases: Participate in discussions with Rootstock support reps, view the current status of your support cases and open new support cases.
  • Learn: As a complement to the Rootstock Learning Center, share lessons-learned and best practices with your peers.


>> Take a look inside the success community

Support Plans

Our world-class, dedicated support team is famous for proactively working with our customers to ensure their success with Rootstock Cloud ERP. We help you select the support plan that best fits your needs.

There are two different plans available:

Standard Support Plan: Our standard plan gives you access to a Technical Support Engineer during regular working hours and provides quarterly reviews and status reporting.

Platinum Support Plan: Our most successful customers take advantage of our Platinum Support plan for 24/7 access to the Success team via the Case System below.

Common Support Plan Features

Both plans include the following features:

  • Supported Versions: Our Support Plans support only the current (most recent) and the immediately preceding major release of Rootstock Cloud ERP. If you are running an older version than this, you will need to upgrade to a supported release before normal support can be resumed.
  • Case System: You can submit cases 24 hours a day, 7 days a week using the case system. You can also submit cases from and track case status in the Rootstock Community.
  • Designated Contacts: These are your users who can contact our Customer Support. All internal questions must be sent through a Designated Contact and all communication from us will be through your Designated Contact. Customers with the Platinum Support Plan can have up to six Designated Contacts.
  • Severity Levels: Support cases are categorized and handled according to an assigned severity level. The Case Severity Level is selected by you at the time you submit your case, although we may update the Severity Level as appropriate.

Support Hours

  Standard Platinum
Support hours 9am-6pm M/F India (IST)
8am-5pm M/F Central Europe (CET)
6am-5pm M/F US Pacific (PST)
(excluding public holidays)
24 hours a day, 7 days a week
(excluding public holidays)
Time Zone United States – Pacific Time Zone All time zones
Rootstock Case System

To Learn more about each support plan, download the Standard/Premium support plan datasheet here.

Rootstock’s support has been excellent and they have an extremely knowledgeable staff with many, many years of manufacturing experience.

Mitch Cahn, President, Unionwear