HotDocs Support
We are committed to excellent technical support for our customers. Technical support experts are available to Maintenance and Support customers Monday – Friday, excluding major holidays.
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Become a HotDocs expert on your own terms with on-demand tutorials and personalized training options. Our resource center features videos to provide an overview of HotDocs, and tips for getting started.
Consulting Services
If you need assistance with template development, integration with other applications, older versions of HotDocs (2010 and below), or if you do not have a Maintenance and Support plan, our consultants are available on a per-incident fee basis.
Introducing the HotDocs Premium Support Program
The new Premium Support offering is designed for customers seeking to reduce business risk, increase productivity, and optimize their investment in AbacusNext technology through a more direct and customized partnership with the AbacusNext support organization. Read the Press Release here.
Purchase a Maintenance and Support plan by contacting your HotDocs Account Manager or authorized reseller.
When you subscribe to the HotDocs Premium Support program, you will receive enhanced benefits to optimize your organization’s software experience. Any maintenance or change requests needed to update and support ANY template that we have created for you is included in your Premium Support subscription. In addition, when a new release of software comes out, you can get the update WITH the assistance you need from your dedicated representative.
You may contact us by telephone on a 24×7 basis to report a software problem or service request and provide input for the severity level of the issue. Your issue severity level determines our initial response objective, so expect contact within:
- 30 Minutes response time, 24 x 7, for Severity Level 1
- Two hours response time, 24 x 7, for Severity Level 2
- Four regular business hours response time for Severity Level 3
You will have access to a dedicated support phone line that will place you in our Premium Support queue for expedited response to your requests.
Your TAM is available for a yearly onsite visit to review your account, plan your upcoming upgrade, participate in strategic planning discussions, and review product roadmaps. Your TAM will be available for weekly or bi-weekly project calls with you to
ensure you are getting the most out of the premium service. In addition, your TAM will assist with scheduling your application upgrade at a time that meets your business needs. Upon request, we’ll also create a screen recording of the process we used to resolve your ticket, or a written step-by-step guide on how to use the software.
You will have a quarterly business review with your TAM. During this review, you will have the ability to provide feedback on your service and also provide insight as to what additional functionality you would like us to consider putting into our roadmap.
Access to our Learning Management System (LMS) which includes all of our certification training classes, video content, and more. Premium Support customers will also get 50% discounted pricing on any Abacus events including the annual AbacusNext user conference, and any premium Online Webinars.
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