Guide to Our Support Tools

Martus' Support Tools include the Support page, our Knowledge Base and our ticketing portal. 

The Martus Support Page

From the Support page, you have options to:

• Open Support Website - Launch the Martus support website
• Check Martus Status - Review the Martus Status Report for disruptions to service or planned outages
• Guide to Our Support Tools - View this page in our Knowledge Base.

You can also manage the Martus mailing lists you are signed up for from here.

The Support Portal

Click Open Support Website to access the Martus support portal, available online 24/7/365. A new tab opens in your browser and provides access to the Knowledge Base for all Martus users. Users are permitted to create support tickets via the support portal per the guidelines below.

• NOTE: Submitting support tickets is based on your Martus agreement.
  • If you purchased Martus directly from Martus (not through a Martus Partner), our support team will assist you directly through tickets submitted via the support portal.
  • If you purchased Martus through a Martus Partner, your support will be handled by the Partner. This means all questions should be sent to your Partner through their support options. If your Partner requires assistance from Martus, this escalation will be handled between Martus and your Partner. Any inquiry sent to Martus will be routed to your Partner.

Support Tickets

From the Home tab, users of direct clients can view existing support tickets, and submit new support tickets. Partner clients should contact their Partner for support for Martus.

When you send in a support ticket, please use the following guidelines so that we can assist you most efficiently and effectively:

• Include one or more full-screen screenshots of your screen, including the URL in the address bar.
• Include as much detail as possible, including steps to reproduce the issue you are experiencing.
• Include attachments for reference, like the Excel files you are importing.
• If something doesn’t seem accurate, show/tell us what you would expect to see.
• If you are getting an error message, include the error and steps to reproduce it.
• If the system seems slow or isn’t responding, explain what you were doing right before that occurred.
• And if you think you need a refresher on an aspect of Martus, just ask!

Providing this information with your ticket may help us to fully address your question with a written response. But if needed, we are always glad to get on a call with you, and having this information helps us be better prepared to assist you.

The Knowledge Base

Use the Knowledge Base to research topics of interest, review documents, view tutorial and explanatory videos, and review previous webinars. The Knowledge Base is available for all Martus users.

Other Ways to Reach Martus Support

If an email is sent directly to Martus that requires a ticket, we will forward the email to our support system if you are a direct customer or we'll ask that you contact your Martus partner if you purchased Martus through one of our partner resellers.

Occasionally, our Support team will log a support ticket on your behalf. All tickets logged this way will generate an email to you and will be tracked within our support system, just as if you’d entered them.

Our Support Commitment

Our Support Team is available Monday through Friday, 8AM until 8PM US Eastern Time, excluding holidays. Our response time commitment (SLA) is the next working day, although we expect to respond in a much shorter timeframe.

List of Martus Holidays

Martus Support observes the following holidays for 2025:

Wednesday, January 1 – New Year's Day 

Friday, April 18 – Good Friday

Monday, May 26 – Memorial Day

Friday, July 4 – Independence Day

Monday, September 1 – Labor Day

Thursday, November 27 – Thanksgiving Day

Friday, November 28 – Thanksgiving Holiday

Wednesday, December 24 – Christmas Eve Holiday

Thursday, December 25 – Christmas Holiday

Wednesday, December 31 – New Year’s Eve 2025