Ongoing Support

Planning software support is fundamentally different from generic SaaS support. When a planner has a question about forecast bias, exception prioritization, or safety stock methodology, they need an answer from someone who understands both the software and the planning discipline. That is why ForecastWorx support is staffed by experienced planning professionals — not a script-reading help desk.

Our support team has hands-on experience in demand planning, inventory optimization, replenishment management, and supply chain operations. When you submit a ticket, your issue is triaged by someone who has implemented planning systems, managed forecasting cycles, and optimized inventory for real businesses. They understand the business context behind your question, which means faster resolutions and better recommendations.

Support tiers include standard support with email and portal access, priority support with guaranteed response times and phone escalation, and premium support with a dedicated planning advisor assigned to your account. Premium support customers also receive proactive system health monitoring, quarterly planning performance reviews, and priority access to new feature releases and beta programs.

We track every support interaction against internal SLA benchmarks: average first response under two hours, resolution rate above 98 percent, and customer satisfaction consistently above 4.8 out of 5. These are not aspirational targets — they are the performance standards we hold ourselves to every day, because we know that unresolved planning issues directly impact your forecast accuracy, inventory health, and service levels.