WE got your back!

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.

Tact.ai Support Services

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.

TACT HELP CENTER

Our premium support services are available to all customers.  All Tact premium customers have access to our Help Center:

  • 24/7/365 online
  • Including self-guided resources and product walk-throughs
  • Submit requests, track tickets progress and resolutions
SUPPORT OPERATIONAL HOURS

Monday – Friday, 7am – 7pm US PST

Note: After hours request with a response time within the first hour of the next business day

SUPPORT RESPONSE TIMES

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.

Severity
1
2
3
4
Priority
Urgent
High
Normal
Low
First Response Time
1 hour
4 hours
This is some text inside of a div block.
This is some text inside of a div block.
Targeted Recovery Time
2 days
3 days
This is some text inside of a div block.
This is some text inside of a div block.
Update Interval
1 day
2 days
This is some text inside of a div block.
This is some text inside of a div block.
Definition
Critical business impact, Production down, more than 2 users impacted, product/feature/functionality not working, no workaround
Some business impact, 1-2 users impacted, product/feature/ functionality/performance degradation, loss of key functionality, the system still usable, workaround available
This is some text inside of a div block.
This is some text inside of a div block.
Severity 1

Priority
Urgent

First Response Time
1 hour

Targeted Recovery Time
2 days

Update Interval
1 day

Definition
Critical business impact, Production down, more than 2 users impacted, product/feature/functionality not working, no workaround

Severity 2

Priority
High

First Response Time
4 hours

Targeted Recovery Time
3 days

Update Interval
2 days

Definition
Some business impact, 1-2 users impacted, product/feature/ functionality/performance degradation, loss of key functionality, the system still usable, workaround available

Severity 3

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

Severity 4

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

HAVE MORE QUESTIONS?