CONTACT SALES 703-429-1236

Support Offerings

The Unanet Customer Support team is here to help you address any technical issues related to Unanet products.

PROVIDING SUPPORT WHEN AND WHERE YOU NEED IT

It’s ingrained in our culture to listen to and collaborate with our customers, as we believe that together, we all win! With a variety of support options and plans to meet your specific needs, we’re here to enable your success.

 Support OfferingAccess Details
Live Customer Support

Standard Business Hours:

8:30 am – 7:30 pm Eastern Standard Time

Per Call After-Hours Support:

Coming soon
Telephone SupportCall center to create tickets
Web Portal (summary of Knowledge Center articles, status of systems)No login required
Web Portal Enhanced Content (create tickets, check status of tickets, access to downloads area, access to Community Forums)Login
Email SupportActive supported domain**
Product FutureAccess to suggestions portalIncluded
EducationKnowledge CenterIncluded
Unanet User Conference
* Users with active support agreements can request logins through associated business domain

** Emails must come from business email domains associated with active support agreements

Service levels for responses

To help us best serve you, please review the below table prior to submitting your support request.

 Priority*CriteriaResponse TimeResolution Time
Standard1 (Critical)Production System Down, all users unable to access4 business hours24 business hours
2 (High)Operations severely restricted and no convenient workaround6 business hours48 business hours
3 (Medium)Bug or Product does not operate as designed, minor impact on usage8 business hours10 business days
4 (Low)Question on usage, License issue, Enhancement request and/or documentation error24 business hours
Enhanced (24×7 on-call)1 (Critical)Production System Down, all users unable to access4 business hours24 business hours
2 (High)Operations severely restricted and no convenient workaround6 business hours48 business hours
3 (Medium)Bug or Product does not operate as designed, minor impact on usage8 business hours10 business days
4 (Low)Question on usage, License issue, Enhancement request24 business hours
* Priority can be set through the Customer Support portal or by telephone support. Priority will be reviewed by a support agent and may be adjusted if issue does not meet defined criteria

FEE-BASED Services

Get expert assistance in optimizing your business with additional for-purchase support services.

Invoice format – configuration

1099 support

Reconciliation assistance:

  • Cost Pool Calculations
  • CP Invoice reconciliation to JSR
  • CP Rates true-up
  • Credit Card
  • Fixed Assets
  • GL Accounts
  • GL-PL

Projects – configuration

Acquisition support (for acquirer)

Month-end/year-end close support

Building new exports

Audit preparation/ICE submission

STILL NEED HELP?

Call (703) 689-9709 for telephone support.