Support Policy COVID-19 Revised Support Policy Fourth is maintaining all Fourth and HotSchedules applications to ensure our products are fully operational. Our platforms and processes continue to be monitored 24 hours a day by our global teams. Fourth business continuity and disaster recovery programs are designed and tested for such an unprecedented situation. Our Customer Support teams are still available 24/7 with some slight modifications as noted below: Our telephone service will be reserved for Emergency purposes only. EMERGENCY purposes definition: Critical Impact Incident – Subscription service application is down or in a state that most customers cannot reasonably perform any work, or the integrity/security of data is in jeopardy. Non-Emergency callers will be asked to visit the Customer Success portal to submit a support request.  1. Support Centre 1.1. Contact Information Users can contact HotSchedules and Fourth Customer Support in the following ways: All of our platforms can be monitored for P1 Incidents via the Fourth Status Page 1.2. Offering We offer 24/7 Customer Support services through selected channels to active and authorised Users of our software solutions. Our support language is English with some members of our team also fluent in Spanish. Admin Level Support is provided as standard, unless otherwise stated in your contract. 1.3. Tiered Response The Customer Support Team consists of four tiers as described below:  2. Escalation Procedures & Process The escalation process for any Support related query can be followed by emailing servicemanagers@fourth.com. Please include the Ticket number as a reference in the email.  3. Support Targets & Priority Definitions Support Targets or Services Level Objectives (SLOs) are based upon the priority of each enquiry 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, which could take up to 12 weeks. 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:  4. Availability “Availability” or “Available” means you can log in and access the services. 4.1 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. 4.2. 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.  5. Data/Storage Management Security We have a data/storage management security programme; please review our legal page and terms of service for details. Click here for Legal Documents and Terms of Service.  6. 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. LATEST BLOG POST What’s in Store for Physical Retail in 2022? Talent, Technology and Convenience are on The Cards Retailers in the UK have faced a perfect storm of challenges for the past 18 months. From Covid-induced closures, drops in sales volumes, talent shortages, to supply chain issues, they have gone through it all. Read More COMPANY Why Fourth Press Room Careers Contact Us Red Book Solutions Support Policy Status.fourth.com PLATFORM Workforce Overview Inventory Overview Analytics Overview Services Overview RESOURCES Resources Overview Resource Centre Events Partners Blog © 2021 Fourth Enterprises LLC. Legal | Privacy Policy | Cookie Declaration