Support Center
The team at Northwoods prides itself on providing the best possible service and solutions to our customers. We are constantly striving to improve our products and enhance our ability to provide the most effective support to you, our Northwoods customers.
To achieve this goal, we have implemented a centralized Support Center. The Northwoods Support Center (NSC) will provide your System Administrator with direct access to the Northwoods Support Center located in our Dublin, Ohio office.
How does my System Administrator contact the NSC?
Your System Administrator can contact the NSC toll free at 866-424-7800 or by email at help@teamnorthwoods.com.
How can the NSC help you?
The staff at the NSC is available to your System Administrators to assist with:
When is the NSC available?
The NSC is available Monday through Friday 8 a.m. – 8 p.m. ET, excluding Northwoods-designated holidays. Additional coverage may be provided under special arrangement.
What will happen to my request for help?
When an issue is reported to the NSC it will be assigned a case number, priority, and a notification is sent via e-mail to the System Administrator. If you already have an open Support Issue, please provide the Support Issue number when calling in for additional assistance.
Support requests are prioritized in accordance with the demonstrable impact on your Compass Solution in production. Each Northwoods Support team member is empowered to determine an issue’s impact on your solution and can obtain immediate assistance, if needed, from a variety of subject matter experts to resolve the issue.
When contacting the Northwoods Support Team regarding issues or errors within your Compass Solution, you should provide as much information as possible. The more information you can provide and have available, the faster we can work toward a resolution. Any information collected will help us determine the overall scope of the issue and reduce time to resolution.
What information should my System Administrator provide when contacting the NSC?
When contacting the NSC, they will need to provide:
