Tact.ai Support Team is dedicated to provide a frictionless support experience with a high commitment to your success. We will gladly answer any questions you have about setup, usage or troubleshooting.
Provides complete support coverage for our AI Sales Assistant solutions. Our services include remote troubleshooting, installation assistance and basic usability assistance. Additionally, we provide outreach to users notifying on new products updates and releases.
Our premium support services are available to all customers. All Tact premium customers have access to our Help Center:
Monday – Friday, 7am – 7pm US PST
Note: After hours request with a response time within the first hour of the next business day
Tact.ai will provide an acknowledgment of a reported issue to the customer and respond within the target time frames specified below. The response will include the priority assigned to the ticket, any actions taken, immediate resolution if available, and any escalation plans.
Priority
Urgent
First Response Time
1 hour
Targeted Recovery Time
2 days
Update Interval
1 day
Definition
Critical business impact, Production down, more than 4 users impacted, product/feature/functionality not working, no workaround
Priority
High
First Response Time
4 hours
Targeted Recovery Time
3 days
Update Interval
2 days
Definition
Some business impact, 1-4 users impacted, product/feature/ functionality/performance degradation, loss of key functionality, the system still usable, workaround available
Priority
Normal
First Response Time
1 day
Targeted Recovery Time
4 days
Update Interval
3 days
Definition
Minimal to no business impact, non-critical function/isolated feature/functionality impacted, the system still usable, workaround available
Priority
Low
First Response Time
1 day
Targeted Recovery Time
5 days
Update Interval
As Needed
Definition
No business impact, minor/intermittent performance impact, the question on feature/functionality, how-to, enhancement/feature request
