Guide to Our Support Tools

Modified on Sun, Oct 27 at 3:57 PM

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.

  • NOTE: Please be aware of the following guidelines for support 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 the ticketing system.
    • 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 through your Partner.

 

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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 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.

 

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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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