Basic, Enhanced, and Premium Support plans
You can choose a Basic, Enhanced, or Premium support plan to customize your TapClicks support experience for your business needs. The level of support that you select determines the severity that you can assign to support cases and your level of access to additional support as outlined below.
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Basic Support |
Enhanced Support($) |
Premium Support($) |
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Description |
Basic business protection that is included with your Subscription account |
Prioritized case handling and support experience that is aligned with your business needs |
Client engagement that is aligned with your business outcomes to accelerate time-to-value |
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Availability |
Business Hour Support Submit a request through TapClicks Support Portal (preferred) or email customercare@tapclicks.com |
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Initial response time objectives (See below for Priority Definitions) |
P1: Less than 8 hours |
P1: Less than 4 hours |
P1: Less than 2 hours |
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Additional support |
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Priority handling of cases
Ability to set priority for certain cases |
Priority handling of cases Ability to set priority for certain cases
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Severity Descriptions is as follows:
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Priority |
Description |
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P1 (Critical) |
A serious issue preventing access to dashboard with no available work around. |
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P2 (High) |
Platform is usable, but an essential feature or component is not functioning as designed. A critical defect with an acceptable workaround exists. |
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P3 (Medium) |
Issue does not have a serious effect on business operations. The system is fully functional with minor limitations. |
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P4 (Low) |
A request or minor issue that does not affect the usability of the Platform (i.e., general usage or Feature Requests, defined below) |
Please Reference our Services Package for additional services available