Support Request

Support RequestAre you an existing customer, client or trading partner needing support right now?

Do not wait another minute lost on websites or in automated phone trees. Our professional customer support staff is waiting to immediately resolve your issue.Get Support

International Support

International SupportAre you ready for the global market?

Just like our technology allows your systems to connect without changing their language, our support team will speak your language in your time zone.
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Professional Direct

Professional DirectWhen you need support, you don't need to be waiting on the phone.

UpNet customers connect with their very own techie at any time using their direct phone number and/or email address.Read More

Support Request

How Are We Doing
Tracking Our Performance

UpNet is constantly improving the service we provide our customers and clients. Constant upgrading of the underlying technology, the environment and the user tools ensure that our performance in meeting your business requirements. In order to continue this process of improvement, and hold ourselves accountable to our high standards; we track a series of metrics which best reflect the outcomes of the customer experience.

They include:

  • Customer Uptime
  • Transactional Integrity
    Transactional Deployment Time
  • New System On Boarding Time
  • Support Call Type


Support Call Type Print E-mail
The first line of support to our clients and their customers is our unique online tool which provides transparency and control to our customers to see all aspects of each and every individual transaction. Information about document formatting, translation confirmation, account verification is all easily accessible 24/7 online.  We encourage our customers who can not access the online tools to contact our office directly.
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New System Onboarding Print E-mail
Each new system - whether inside the firewall as part of the enterprise architecture, or an external trading partner - has a unique configuration. In order to track our on-boarding time we average a system with 5 standard events as the base.
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Transactional Deployment Time Print E-mail
From data collection, through translation to delivery - the transactional deployment time is essential to our commitment to meet the real time business processing requirements of our clients. 
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Transactional Integrity Print E-mail
The integrity of each individual transaction is essential to the success of the system. We understand transactional integrity to be the successful communication, translation, and acknowledgement of each individual event-based data transaction.
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Customer Uptime Print E-mail

The most critical metric that UpNet tracks is the customer uptime. We understand customer uptime to be the total time that the system is up and operating within their customized Service Level Agreement parameters.

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Success Story

Fox Packaging Fulfills Customers Compliance Requirements with UpNet
February 2005 -- Fox Packaging staffed an internal EDI team that struggled to effectively communicate purchase to payment information with over 40 customers.  They even had to rely on the support of external consultants to keep up with programming and testing.
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