Customer Support

1. Support Center

Contact Information

Users can contact HotSchedules and Fourth Customer Support in the following ways:

Channel Contact Details Hours of Business
Self-Serve Customer Success Portal

24/7
Support Phone Line US/CAN: (877) 720-8578
UK: +44 (0) 8081349883
AUS: +61 1800983162
UAE: +97 1800035770167
HotSchedules:
8:00 am — 8:00 pm EST (Mon-Fri),
8:30 am — 6:30 pm EST (Sat, Sun)

PeopleMatter:
8:00 am — 11:00 pm EST (Mon-Fri),
8:00 am — 8:00 pm EST (Sat, Sun)

Fuego:
8:00 am — 6:00 pm EST (Mon-Fri)

UK Support:
07:00 — 23:00 GMT (Mon-Fri)
07:00 — 17:30 GMT (Sat, Sun)

 *Leave a Message 24/7


All of our platforms can be monitored for P1 Incidents via the Fourth Status Page

2. Support Targets & Priority Definitions

Support Targets or Services Level Objectives (SLOs) are based upon the priority of each inquiry or issue and can range from something that affects business operations, which is fixed swiftly, to a browser specific UI issue that does not limit functionality.  Our Support Targets are the same for all customers, unless otherwise stated in your contract. We staff our operations with the objective of meeting the following target response and resolution times:

Target Description Response Time Resolution
Critical (P1)
  • Subscription service application is down
  • Integrity/security of data is in jeopardy
30 mins 3 hrs
High (P2)
  • Critical business operation is impacted due to serious performance degradation
  • Critical business operation is impacted due to persistent loss of a feature
3 hrs 12 hrs
Medium (P3)
  • Critical business operation is impacted due to intermittent performance degradation
  • Critical business operation is impacted due to unscalable or inconvenient workaround to use a feature
8 business hrs Up to 6 weeks

(varies by Product, complexity and type of resolution needed)

Low (P4)
  • Non–critical functionality is unavailable
  • Single customer is impacted
  • Exception case with suitable workaround
48 business hrs Up to 12 weeks

(varies by Product, complexity and type of resolution needed)

Exceptions of Note
  • Simple ‘How Do I’ Support Inquiry – up to 1 Business Day
  • Complex Support Inquiries and Changes – up to 5 Business Days
    • Consists of questions pertaining to advanced functionality including transfer of data, data variances within the platform or settings not configured to a customer’s preference.
  • RFI (Request for Information) – up to 14 Business Days
    • This entails any information requested that is outside normal reporting capabilities. Please reference Section 5. Data/Storage Management Security, for limitations on historical data archive. Fees will apply.
  • Macromatix turnarounds for Priority-2 defects
    • Fixes are highly dependent on additional complexities, including customer testing and deployment coordination. Due to this, Priority-2 code defects will vary on resolution time.

3. Availability

“Availability” or “Available” means you can log in and access the services.

3.1 Scheduled Maintenance

There will be regular maintenance scheduled for all products. During these times the service may be unavailable. Customers will be advised not less than 2 weeks in advance of any scheduled maintenance.

3.2. Unplanned or Emergency Maintenance

Unplanned or Emergency Maintenance are periods where the System access is not available as a result of the need to address a critical or emergency issue. Where possible, we will notify our Customers prior to any Unplanned or Emergency Maintenance that falls outside any Scheduled Maintenance windows. Notifications will be delivered via the Fourth Status Page.  Any maintenance is considered “Unplanned” or “Emergency” if our Customers have not been provided at least 2 weeks’ notice of the maintenance.

4. Data/Storage Management Security

We have a data/storage management security program; please review our legal page and terms of service for details. Click here for Legal Documents and Terms of Service.

5. Mobile Application Version Policy

The purpose of this policy is to ensure the best possible user experience of our mobile applications by enforcing the use of the current and supported version. Our mobile applications are updated in line with planned and regular releases. These updates may include minor bug fixes, improvements, and major feature enhancements. Any user experiencing technical issues on an older version of the application will be asked to upgrade to the current version.