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Standard Support |
Enhanced Support ($) |
Premium Support ($) |
Description |
Standard business protection that is included with your Subscription |
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 |
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 |
P1: Less than 8 hours |
P1: Less than 4 hours |
P1: Less than 2 hours |
Additional support |
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Severity Descriptions is as follows:
Priority |
Description |
P1 (Critical) |
A serious issue preventing access to the dashboard with no available workaround. |
P2 (High) |
The platform is usable, but an essential feature or component is not functioning as designed. A critical defect with an acceptable workaround exists. |
P3 (Medium) |
The issue does not have a serious effect on business operations. The system is fully functional with minor limitations. |
P4 (Low) |
A request or a minor issue that does not affect the usability of the Platform (i.e., general usage or Feature Requests, defined below) |
*If you are interested in upgrading or have questions on a higher support tier, please reach out to customercare@tapclicks.com