Whatever the Products and Services you buy from us, the F4F Support Team provides a single point of contact for all problems and questions you may have. They actively monitor the whole B2B infrastructure and often identify and deal with problems without trading partners ever being aware of them. Our goal is to avoid any adverse impact on trading partners and the documents they are sending across the F4F network.

Proactive Support

F4F staff use a dashboard which reports on any problems with either the component parts of the B2B infrastructure or the business documents flowing across it. The component Adapters, Gateways and eHub are configured to trigger alerts if they stop functioning, whilst any documents which are not delivered within 20 minutes of being despatched will also cause an alert to be triggered. The Support Team are able to diagnose the likely cause of the problem from the information they receive, and work with whoever needs to be involved to find a solution.

Reactive Support

F4F offers a standard (office hours) support service and a premium (24 x 7) service. Problems can be logged at our Support Centre by phone, e-mail or via a website. We will agree with you a priority based on the impact of the problem on your business, and will work to resolve the problem in line with the target times published in our Service Level Agreement (SLA).