Deltek Customer Care: An Expert’s Guide to Getting Fast, Reliable Help

What Deltek Customer Care Covers

Deltek Customer Care supports organizations using solutions such as Costpoint, Vantagepoint (the successor to Vision), Ajera, Maconomy, WorkBook, Cobra, Acumen, Open Plan, Talent Management, PIM, and GovWin IQ. With more than 30,000 organizations worldwide relying on Deltek (founded in 1983; part of Roper Technologies since 2016), Customer Care is built to handle both daily “how-to” questions and mission-critical incidents across professional services, architecture and engineering, and government contracting.

Beyond case handling, active customers get access to the Deltek Support Center for knowledge articles, product downloads, compatibility matrices, release notes, regulatory updates, and end-of-support bulletins. For most product lines, Deltek focuses support on current and commonly one prior major version; the exact policy is posted per product in the Support Center. Cloud customers typically receive continuous updates and hotfixes with minimal or announced maintenance windows, while on-premises customers use the Support Center to obtain installers, patches, and documentation aligned to their entitlement.

Accessing the Support Center

The primary entry point to Deltek Customer Care is the Support Center at https://support.deltek.com. Your organization’s entitlement is tied to a company account; a designated Company Administrator (often assigned at onboarding) manages user access. New users create a Support Center login with their corporate email and request association to the company account. Access approvals and role assignments (view cases, open cases, downloads) are typically effective within minutes once the administrator confirms.

Cloud (SaaS) customers may have single sign-on options and role-based permissions synchronized with their tenant. If you are new to Deltek or cannot find your Company Administrator, use the “Contact Us” link on the Support page at https://www.deltek.com/en/support to request assistance. For newly signed customers, initial Support Center access typically arrives within 24 hours of contract booking; if not, open a request through the public Support page and reference your company name, product(s), and contract number to speed verification.

Opening Cases That Get Resolved Faster

High-quality case descriptions drastically reduce time to resolution. Always include product name and version/build (for example, Costpoint 8.x, Vantagepoint 7.x), environment (cloud production, cloud sandbox, on-prem test/prod), exact error messages, screenshots, relevant logs, steps to reproduce, and the business impact quantified (e.g., “15 AP clerks blocked from invoice entry; payroll cutoff 17:00 ET”). If you changed configurations or applied patches in the last 24–72 hours, document those changes, including dates and change ticket IDs.

Attach sanitized data where possible and indicate whether the issue is reproducible in a non-production environment. For performance issues, capture timestamps, affected user counts, and any network details (latency from user sites, VPN usage). For integration problems, include API endpoints, payload samples, and correlation IDs. Clear, complete problem statements commonly cut back-and-forth by 1–2 cycles and can reduce resolution time by a full business day.

• Severity 1 (Critical): Production down or data integrity at risk; no workaround. Typical target initial response under 1 hour with 24×7 engagement until service is restored.
• Severity 2 (High): Major functionality impaired; workaround exists but materially impacts operations. Typical initial response within 4 business hours.
• Severity 3 (Medium): Standard defect or configuration question with reasonable workaround. Typical initial response within 1 business day.
• Severity 4 (Low): How-to, enhancement request, general guidance. Typical initial response within 2 business days.

A sample problem statement that works

“Since 2025-08-26 13:40 ET, AP invoice save in Costpoint 8.2.5 (cloud production) returns ‘ORA-00060 deadlock detected.’ 12 out of 15 AP users impacted; no invoices posted since 13:40. Last change: Vendor import via Integration Hub at 12:55; job ID IH-73215. Happens 100% of attempts; not reproducible in our sandbox (last refreshed 2025-08-15). Attached: screenshot, last 200 lines of client log, and Incident Report #IT-2419. Payroll run depends on AP posting by 17:00 ET. Severity 1.”

This gives Support everything needed to triage quickly: scope, timing, environment, exact error, change context, impact, and artifacts. If you lack some details, say so explicitly and provide a timeline for when you can supply them; this keeps the case moving without guesswork.

Service Hours, Escalation, and Case Management

Deltek generally provides 24×7 coverage for Severity 1 incidents for entitled customers, with regional business-hours coverage for lower severities. Specific hours by region and product are posted inside the Support Center; a common pattern for non-critical requests is Monday–Friday during local business hours, excluding regional holidays. Cloud operations teams monitor platform health and post maintenance advisories and release notes in advance.

Use the portal’s “Escalate” option if a case stalls or the business impact increases. Include why the impact worsened (e.g., quarter-end close), who is affected (counts and roles), and hard deadlines. Escalations route to a duty manager for coordination across Support, Cloud Ops, and Engineering as needed. For mission-critical issues, keep the bridge line (if provided) active, agree on update intervals (e.g., every 30 minutes), and ensure a single accountable technical contact on your side is available for log collection and change approvals.

Cloud vs On-Prem: Who Does What

In Deltek-managed cloud environments, Deltek handles infrastructure, application hosting, backups, patching cadence, and platform monitoring. Customers handle user administration, functional configuration, data validation, integrations at the edge, and testing of new releases in sandboxes before production cutover. For issues impacting service availability, Deltek will generally lead triage and provide status updates and incident summaries post-restoration.

On-premises customers are responsible for OS/database maintenance, application installation and upgrades, and log access. Deltek provides guidance, supported configuration matrices, and fixes/hotfixes as applicable. When opening cases, include your full stack (OS, DB version and patch level, browser versions, SSO provider, and any load balancer or reverse proxy details). For hybrid deployments, note where data or authentication crosses boundaries, as these are common failure points.

Entitlements, Renewals, and Budgeting

Most cloud subscriptions include Customer Care entitlements in the subscription fee; details appear on your order form. Perpetual (on‑prem) customers typically renew annual maintenance to receive support, patches, and new releases. As a planning benchmark across enterprise software, organizations often budget 18–22% of net license value annually for maintenance and support; your actual percentage depends on product and negotiated terms.

Enhanced success options are available for organizations that need expedited SLAs, advisory services, or a named technical liaison. These programs typically add proactive reviews, upgrade planning assistance, and priority routing for critical cases. Discuss tiers and pricing with your Deltek account team; align entitlements to measurable outcomes (for example, reducing upgrade cycle time by 30% or cutting Sev1 incident mean time to restore to under 2 hours) to justify spend.

Useful Links and Contact Pointers

Bookmark these locations. The Support Center requires an active login; public pages help with onboarding and entitlement questions. For product documentation, release notes, and compatibility matrices, always check the product-specific sections within the Support Center to ensure version accuracy.

• Deltek Support Center (login required): https://support.deltek.com
• Customer Care overview and “Contact Support” (public): https://www.deltek.com/en/support
• Learning and training resources: https://www.deltek.com/en/learn
• Corporate website: https://www.deltek.com
• Corporate headquarters (for official correspondence): Deltek, Inc., 2291 Wood Oak Drive, Herndon, VA 20171, USA

Security and Data Handling When Working With Support

Never share regulated data (e.g., CUI, export-controlled, PCI, HIPAA/PHI, sensitive PII) in screenshots or log files. Use the secure file upload in the Support Center rather than email attachments, and sanitize exports by masking names, SSNs, bank details, and API secrets. If you must provide sensitive samples for reproducibility, request a time-limited secure transfer link and confirm handling requirements in the case notes.

Many Deltek cloud offerings undergo independent audits (for example, SOC 2) and follow strict access controls; current reports and security summaries are available through the Support Center or upon request under NDA. Ask your account team for product-specific compliance attestations and regional data residency details. Internally, maintain a data-sharing checklist so engineers and analysts consistently strip sensitive fields before uploading diagnostics.

KPIs to Track and How to Report on Them

Establish concrete targets and track them monthly: time to first response (TtFR) by severity, time to restore service (TTR) for Sev1/Sev2, time to resolution (TTRslv) for Sev3/Sev4, reopen rate, and backlog aging (e.g., percentage of open cases older than 14 days). Healthy support relationships often achieve a TtFR under 1 hour for Sev1 and under 1 business day for Sev3, with reopen rates under 10%. Export case data from the Support Center to your BI tool and dashboard by product, environment, and root cause category.

During quarterly service reviews, examine the top three recurring issues and agree on prevention actions (configuration hardening, user training, or scheduled upgrades). Quantify outcomes: for example, after implementing a standardized upgrade playbook, you should target a 25–40% reduction in upgrade-related incidents over the next release cycle. Converting your case history into measurable improvements is the fastest path to lowering support costs and increasing system reliability.

How do I log into my Deltek account?

Log into Deltek WorkBook

1. Tap Deltek WorkBook.
2. In the WorkBook Address field, enter the URL of your web-based WorkBook.
3. Tap the Username and Password fields and enter their corresponding values. Note: Your System Administrator should provide you with the URL and login information.
4. Tap Sign In.

Are Deltek and CostPoint the same thing?

Herndon, VA – July 16, 2025 – Deltek, the leading global provider of enterprise software and solutions for project-based businesses, today announced the latest version of Deltek Costpoint, the industry’s most trusted ERP for government contractors.

Who is Deltek owned by?

Roper Technologies
Since 2016, its parent company has been Roper Technologies.

How do I contact Deltek support?

You can call at 877.457. 7765 (877. HLP. PROJ).