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 works tirelessly and proactively with our customers to ensure their success with Rootstock Cloud ERP.
Choose one of our two support plans to best align with your goals and needs.
Standard Support Plan: Our Standard Support plan provides access to our world class Knowledge Center and online Community, as well as a team of Technical Support Engineers who assist with questions and product issues daily. Standard Support customers may also work with their account manager to schedule an annual business review for strategic planning.
Platinum Support Plan: Our most successful customers take advantage of our Platinum Support plan, which includes more dedicated support contacts, faster response times, a Customer Success Manager as your trusted advisor, and frequent reviews to support your strategic and operational needs.
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.
