Customer Success and Support

Rootstock Software® is committed to offering high quality, high touch professional services and 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, the Rootstock Learning Center to help expand your knowledge and the Rootstock Community to help you collaborate and communicate with other customers.

Rootstock 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: Find out about new applications and product releases.

Rootstock Learning Center

We believe that the more our customers know, the more successful they can be. That’s why we launched the Rootstock Learning Center, an online self-training environment in which customers and partners can expand their knowledge of Rootstock Cloud ERP by taking courses in a variety of subjects, tracking their progress and viewing a calendar of scheduled courses and online events.

  • Take courses: Expand your knowledge with self-paced eLearning or instructor-led courses. Take courses in Beginner and Advanced tracks to ensure that you’re getting the most out of your learning experience.
  • Track your progress: Save your course progress at any time and pick up where you left off later.
  • View the calendar: A convenient calendar helps you keep track of scheduled courses and events.
  • Join Live Rootstock Learning Hours: These informal learning hours hosted by Rootstock lets you discuss topics suggested by users, including new product features, implementation tips, and more with Rootstock experts and other users.
  • Report on your progress: View a summary of your Learning Center activity on a single screen. The Admin role lets your manager or team leader report on the learning progress of your team, enroll team users, and upload and view certificates.

How to Request Access

To request access to the Learning Center, contact your Customer Success Manager, your Account Executive or simply send an email to: learningcenter@rootstock.com

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 a Customer Success Manager, live telephone support and faster response times.

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 8am - 5pm, Monday through Friday excluding public holidays 24 hours a day, 7 days a week
Time Zone United States – Pacific Time Zone All time zones
Rootstock Case System
Telephone N/A +1-800-928-6313 (Toll free)

To Learn more about each support plan, contact your Customer Success Manager or Rootstock Account Executive.

Professional Services

Our Professional Services team are experts in manufacturing, distribution and supply chain who are driven by and rewarded for customer success. Rootstock uses a proven implementation methodology to bring your company on board to our robust Cloud ERP system.

Learn More about Professional Services

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

Mitch Cahn, President, Unionwear