Support

Online Support


For information regarding ToolBook Support, please click here.

For Phoenix and Preference customers, you are welcome to submit incidents or contact Support Management by sending emails to phoprefsupport@sumtotalsystems.com.

 

Support for All Other Solutions

For online support, Designated Support Contacts can submit a Technical Support Incident by logging into SumTotal Connect.

Contact Us Via Email

For general inquiries or comments unrelated to support incidents, please submit your requests to contactsupport@sumtotalsystems.com. 
(if you need to submit a support incident, please see the Online Support section above or contact us by telephone at one of the numbers listed below.)

To escalate an existing incident, or if you need to contact Support Management, please submit your request to supportescalations@sumtotalsystems.com.

For questions or comments about Knowledge Base articles, please submit your requests to kbadmin@sumtotalsystems.com.

Contact Us Via Telephone

For support via telephone, please call the phone number below associated with your geographic region:

The Americas
United States, Mexico & Canada +1 877 TOTALCS 
+1 877 868 2527 (Toll-Free)
+1 425 637 1673 
(calling from outside the US)
 5:00 AM - 5:00 PM Pacific Time [GMT -8]
SumTotal Maestro (Formerly GeoLearning Maestro) +1 866 420  4258 (Toll-Free)

+ 1 515 222 6399 
(calling from outside the US)
24/7
Europe, Middle East, and Africa (EMEA)
United Kingdom 08000 159 726  
(UK only Toll Free)


01189 315 734 
( UK and rest of EMEA)
9:00 AM - 5:30 PM UK Time [GMT]
Dubai 800 0357 03322 (Toll-Free) 9:00 AM - 5:00 PM Dubai Time [GMT +4]
Asia - Pacific
Asia +91 40 6695 0500 9:00 AM - 5:00 PM India Standard Time [GMT +5.5]
Japan +81 3 5405 2235 9:00 AM - 5:00 PM Japan Time [GMT +9]
Australia 1 800 068048 9:00 AM - 5:00 PM Australia Time [GMT +10]
China 400-120-0842
 (Toll Free) 9:00 AM - 5:00 PM China Time [GMT +8]
Hong Kong 800908496 (Toll Free) 9:00 AM - 5:00 PM Hong Kong Time [GMT +8]
Singapore 8001012861 
(Singapore Toll Free)

1800816566 
(Malaysia Toll Free)
9:00 AM - 5:00 PM Singapore/Malaysia Time 
[GMT +8]
India 1 800 425 1003 (Toll Free) 9:00 AM - 5:00 PM India Standard Time [GMT +5.5]
For Workforce Management and Expense Management
The Americas 1 877 TOTALCS (1 877 868 2527) 5:00 AM - 5:00 PM Pacific Time [GMT -8]
For Payroll
The Americas 1 877 TOTALCS (1 877 868 2527)
 5:00 AM - 3:00 PM Pacific Time [GMT -8]
EMEA and United Kingdom 08000 159 726 or 01189 315 734 9:00 AM - 5:30 PM UK Time [GMT]

ToolBook Product Support

With a ToolBook Technical Support subscription, you receive the following during the term of your subscription:

  • High quality problem analysis and responses by ToolBook technical experts
  • Unlimited toll-free phone and email support
  • Free product updates and upgrades
  • Free periodic web seminars to learn tips, tricks, and techniques
  • Detailed newsletters to help you be more productive with ToolBook
  • Access to new authoring extensions using the LiveXtensions feature

Self-Help

For technical information about ToolBook, browse or search our library of technical information:

Contacting Technical Support

Customers who have purchased a ToolBook Technical Support contract can contact Technical Support for assistance. You will be asked to provide your Technical Support ID Number when contacting ToolBook Support, please have this information available. If you have a ToolBook Activation problem or question you may contact Technical Support even without a Support Contract.

Web Form

Depending on your needs, use one of the following two online forms to submit your details.

Phone Support

USA-based phone support is also available.

  • Telephone: 1-877-TOTALCS (1-877-868-2527) or +44 1753 211 966
  • Support Hours (Except observed US Holidays):
    6:00 AM – 5:00 PM (USA West Coast Time) Monday through Thursday
     
    6:00 AM – 3:00 PM (USA West Coast Time) Friday

Customers from Mainland Europe, Middle East and Africa who purchased ToolBook Support through a reseller, should contact their reseller for product assistance.

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