Martus' Support Tools include our Knowledge Base and our ticketing system.
The Support Page and Knowledge Base
Select Support from the main Martus menu, and then click Open Support Website to access the Martus support page, available online 24/7/365. This page opens to a new tab in your browser and provides access to the Knowledge Base and to your support tickets.
Support Tickets
From the Home tab, you can view existing support tickets, and submit new support tickets.
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 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.
- 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
You can also log a support ticket by simply sending an email to support@martussolutions.com. Tickets sent via email are tracked within our support system, just as if you’d entered them from the Martus support page.
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 2024:
Monday, January 1 – New Year’s Day 2024
Friday, March 29 – Good Friday
Monday, May 27 – Memorial Day
Thursday, July 4 – Independence Day
Monday, September 2 – Labor Day
Thursday, November 28 – Thanksgiving Day
Friday, November 29 – Thanksgiving Holiday
Tuesday, December 24 – Christmas Eve Holiday
Wednesday, December 25 – Christmas Holiday
Tuesday, December 31 – New Year’s Eve
Wednesday, January 1 – New Year's Day 2025
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