Support Policy
Support Policy
Support Policy
Support Policy
Standard Customer Support
At Tacklit, we strive to provide efficient and effective support to ensure the best experience for our customers. Below are the details of our customer support policy, including access methods, support timings, and Service Level Agreements (SLAs).
1. Accessing Support
Customers can access our support team through the following channels:
Email Support: Reach us at support@tacklit.com
In-App Support: Submit a ticket or request directly from the support section within our platform.
Knowledge Base: Visit our self-help portal at https://tacklit.helpscoutdocs.com/ for FAQs, guides, and troubleshooting tips.
Note: We recommend using the knowledge base for common queries to expedite resolution.
Our helpdesk is designed to support you and your Authorised across the following areas:
Technical Troubleshooting: Support for issues related to the platform’s functionality and performance for authorised users.
Account Issues: Assistance with logging in, password resets, workspace management and configuration management. Note: That through the platform Super Users can help resolve access issues for your own team directly.
General Enquiries: Answering questions about Tacklit’s features and how to best use them, how to answer client questions / issues.
We are not able to offer direct support to your clients. They should direct enquiries to you in the first instance, and you can direct relevant questions to us per the channels above. If a client does happen to reach out to us we will endeavour to direct them to the right support channel for you.
2. Support Availability
Standard Support Hours:
For AU / NZ customers 8:00 AM – 6:00PM AEST / AEDT on Business Days
For UK / EU customers 8:00AM - 6:00PM GMT on Business Days
Emergency Support: Critical issues impacting platform-wide availability are monitored 24/7.
Our support policy operates on ‘fair and reasonable’ use principles. Where your use of our support services is significantly above normal levels based on your number of Authorised Users we may recommend a Premium or Custom support plan to meet your needs. These recommendations may entail further costs over and above the already agreed support fees. Where you don’t wish to extend your support agreement we reserve the right to limit the number of enquiries and support tickets you can have open at any one time.
3. Service Level Agreements (SLAs)
We prioritise support tickets based on their urgency and impact. Below are the SLA guidelines for A.Technical Troubleshooting and B. Account Issues.
Label | Priority | Example | Response Time | Target Resolution Time (where issue verified and requires fix) |
|---|---|---|---|---|
Outage | Critical P1 | Platform-wide outages | < 1 hour | < 2 hours from incident open |
Disruption | High | Major feature failure or disruption affecting core workflows for multiple customers. | < 2 hours | < 2 hours from incident open |
Priority Support | Medium | Urgent feature issues or performance bugs impacting individual customers. | < 4 business hours | < 8 business hours |
Support | Low | Bugs / issues / user error that don’t block critical functionality or prevent work happening. | < 24 hours | n/a |
We use best endeavours to minimise downtime caused by outages. Our commitment is to provide availability of the SaaS Solution to you without interruption 99.9% of the time (measured annually, based on each customer's region). We record and share details of any outages, reasons and lessons learned via our service disruption log. Where we fail to meet our uptime target you will be eligible for Service Credits as outlined in the SaaS Agreement.
For C.General Enquiries our target is to respond to 80% of enquiries within 24 hours, with >75% Great response rating. We publish these stats quarterly so you can see how we are performing.
Resolution Time Notes:
Resolution times may vary based on the complexity of the issue.
For custom integrations or unique setups, extended timelines will be communicated.
These SLAs do not cover:
Issues caused by third-party integrations or services outside our control.
Custom development or configuration requests beyond the standard platform capabilities.
5. Your Responsibilities
To help us assist you efficiently, please ensure:
Tickets include clear and concise descriptions of the issue.
Screenshots, error messages, and steps to reproduce the issue are provided where applicable.
Timely responses to our follow-up questions.
Knowledge is shared internally across your organisation to minimise repetitive support tickets.
Optional Premium Support Add-ons
These optional add-ons can be offered based on your specific customer needs. They will incur additional charges based on the specifics for each individual customer.
A. Telephone direct number - ability to call directly and ask questions
B. Shared Slack or Teams channel - connect directly with our product, tech and support teams via chat
C. Steer Co / Governance meeting collaboration - if you want us to support and contribute to internal ceremonies
At Tacklit, we strive to provide efficient and effective support to ensure the best experience for our customers. Below are the details of our customer support policy, including access methods, support timings, and Service Level Agreements (SLAs).
1. Accessing Support
Customers can access our support team through the following channels:
Email Support: Reach us at support@tacklit.com
In-App Support: Submit a ticket or request directly from the support section within our platform.
Knowledge Base: Visit our self-help portal at https://tacklit.helpscoutdocs.com/ for FAQs, guides, and troubleshooting tips.
Note: We recommend using the knowledge base for common queries to expedite resolution.
Our helpdesk is designed to support you and your Authorised across the following areas:
Technical Troubleshooting: Support for issues related to the platform’s functionality and performance for authorised users.
Account Issues: Assistance with logging in, password resets, workspace management and configuration management. Note: That through the platform Super Users can help resolve access issues for your own team directly.
General Enquiries: Answering questions about Tacklit’s features and how to best use them, how to answer client questions / issues.
We are not able to offer direct support to your clients. They should direct enquiries to you in the first instance, and you can direct relevant questions to us per the channels above. If a client does happen to reach out to us we will endeavour to direct them to the right support channel for you.
2. Support Availability
Standard Support Hours:
For AU / NZ customers 8:00 AM – 6:00PM AEST / AEDT on Business Days
For UK / EU customers 8:00AM - 6:00PM GMT on Business Days
Emergency Support: Critical issues impacting platform-wide availability are monitored 24/7.
Our support policy operates on ‘fair and reasonable’ use principles. Where your use of our support services is significantly above normal levels based on your number of Authorised Users we may recommend a Premium or Custom support plan to meet your needs. These recommendations may entail further costs over and above the already agreed support fees. Where you don’t wish to extend your support agreement we reserve the right to limit the number of enquiries and support tickets you can have open at any one time.
3. Service Level Agreements (SLAs)
We prioritise support tickets based on their urgency and impact. Below are the SLA guidelines for A.Technical Troubleshooting and B. Account Issues.
Label | Priority | Example | Response Time | Target Resolution Time (where issue verified and requires fix) |
|---|---|---|---|---|
Outage | Critical P1 | Platform-wide outages | < 1 hour | < 2 hours from incident open |
Disruption | High | Major feature failure or disruption affecting core workflows for multiple customers. | < 2 hours | < 2 hours from incident open |
Priority Support | Medium | Urgent feature issues or performance bugs impacting individual customers. | < 4 business hours | < 8 business hours |
Support | Low | Bugs / issues / user error that don’t block critical functionality or prevent work happening. | < 24 hours | n/a |
We use best endeavours to minimise downtime caused by outages. Our commitment is to provide availability of the SaaS Solution to you without interruption 99.9% of the time (measured annually, based on each customer's region). We record and share details of any outages, reasons and lessons learned via our service disruption log. Where we fail to meet our uptime target you will be eligible for Service Credits as outlined in the SaaS Agreement.
For C.General Enquiries our target is to respond to 80% of enquiries within 24 hours, with >75% Great response rating. We publish these stats quarterly so you can see how we are performing.
Resolution Time Notes:
Resolution times may vary based on the complexity of the issue.
For custom integrations or unique setups, extended timelines will be communicated.
These SLAs do not cover:
Issues caused by third-party integrations or services outside our control.
Custom development or configuration requests beyond the standard platform capabilities.
5. Your Responsibilities
To help us assist you efficiently, please ensure:
Tickets include clear and concise descriptions of the issue.
Screenshots, error messages, and steps to reproduce the issue are provided where applicable.
Timely responses to our follow-up questions.
Knowledge is shared internally across your organisation to minimise repetitive support tickets.
Optional Premium Support Add-ons
These optional add-ons can be offered based on your specific customer needs. They will incur additional charges based on the specifics for each individual customer.
A. Telephone direct number - ability to call directly and ask questions
B. Shared Slack or Teams channel - connect directly with our product, tech and support teams via chat
C. Steer Co / Governance meeting collaboration - if you want us to support and contribute to internal ceremonies
At Tacklit, we strive to provide efficient and effective support to ensure the best experience for our customers. Below are the details of our customer support policy, including access methods, support timings, and Service Level Agreements (SLAs).
1. Accessing Support
Customers can access our support team through the following channels:
Email Support: Reach us at support@tacklit.com
In-App Support: Submit a ticket or request directly from the support section within our platform.
Knowledge Base: Visit our self-help portal at https://tacklit.helpscoutdocs.com/ for FAQs, guides, and troubleshooting tips.
Note: We recommend using the knowledge base for common queries to expedite resolution.
Our helpdesk is designed to support you and your Authorised across the following areas:
Technical Troubleshooting: Support for issues related to the platform’s functionality and performance for authorised users.
Account Issues: Assistance with logging in, password resets, workspace management and configuration management. Note: That through the platform Super Users can help resolve access issues for your own team directly.
General Enquiries: Answering questions about Tacklit’s features and how to best use them, how to answer client questions / issues.
We are not able to offer direct support to your clients. They should direct enquiries to you in the first instance, and you can direct relevant questions to us per the channels above. If a client does happen to reach out to us we will endeavour to direct them to the right support channel for you.
2. Support Availability
Standard Support Hours:
For AU / NZ customers 8:00 AM – 6:00PM AEST / AEDT on Business Days
For UK / EU customers 8:00AM - 6:00PM GMT on Business Days
Emergency Support: Critical issues impacting platform-wide availability are monitored 24/7.
Our support policy operates on ‘fair and reasonable’ use principles. Where your use of our support services is significantly above normal levels based on your number of Authorised Users we may recommend a Premium or Custom support plan to meet your needs. These recommendations may entail further costs over and above the already agreed support fees. Where you don’t wish to extend your support agreement we reserve the right to limit the number of enquiries and support tickets you can have open at any one time.
3. Service Level Agreements (SLAs)
We prioritise support tickets based on their urgency and impact. Below are the SLA guidelines for A.Technical Troubleshooting and B. Account Issues.
Label | Priority | Example | Response Time | Target Resolution Time (where issue verified and requires fix) |
|---|---|---|---|---|
Outage | Critical P1 | Platform-wide outages | < 1 hour | < 2 hours from incident open |
Disruption | High | Major feature failure or disruption affecting core workflows for multiple customers. | < 2 hours | < 2 hours from incident open |
Priority Support | Medium | Urgent feature issues or performance bugs impacting individual customers. | < 4 business hours | < 8 business hours |
Support | Low | Bugs / issues / user error that don’t block critical functionality or prevent work happening. | < 24 hours | n/a |
We use best endeavours to minimise downtime caused by outages. Our commitment is to provide availability of the SaaS Solution to you without interruption 99.9% of the time (measured annually, based on each customer's region). We record and share details of any outages, reasons and lessons learned via our service disruption log. Where we fail to meet our uptime target you will be eligible for Service Credits as outlined in the SaaS Agreement.
For C.General Enquiries our target is to respond to 80% of enquiries within 24 hours, with >75% Great response rating. We publish these stats quarterly so you can see how we are performing.
Resolution Time Notes:
Resolution times may vary based on the complexity of the issue.
For custom integrations or unique setups, extended timelines will be communicated.
These SLAs do not cover:
Issues caused by third-party integrations or services outside our control.
Custom development or configuration requests beyond the standard platform capabilities.
5. Your Responsibilities
To help us assist you efficiently, please ensure:
Tickets include clear and concise descriptions of the issue.
Screenshots, error messages, and steps to reproduce the issue are provided where applicable.
Timely responses to our follow-up questions.
Knowledge is shared internally across your organisation to minimise repetitive support tickets.
Optional Premium Support Add-ons
These optional add-ons can be offered based on your specific customer needs. They will incur additional charges based on the specifics for each individual customer.
A. Telephone direct number - ability to call directly and ask questions
B. Shared Slack or Teams channel - connect directly with our product, tech and support teams via chat
C. Steer Co / Governance meeting collaboration - if you want us to support and contribute to internal ceremonies
At Tacklit, we strive to provide efficient and effective support to ensure the best experience for our customers. Below are the details of our customer support policy, including access methods, support timings, and Service Level Agreements (SLAs).
1. Accessing Support
Customers can access our support team through the following channels:
Email Support: Reach us at support@tacklit.com
In-App Support: Submit a ticket or request directly from the support section within our platform.
Knowledge Base: Visit our self-help portal at https://tacklit.helpscoutdocs.com/ for FAQs, guides, and troubleshooting tips.
Note: We recommend using the knowledge base for common queries to expedite resolution.
Our helpdesk is designed to support you and your Authorised across the following areas:
Technical Troubleshooting: Support for issues related to the platform’s functionality and performance for authorised users.
Account Issues: Assistance with logging in, password resets, workspace management and configuration management. Note: That through the platform Super Users can help resolve access issues for your own team directly.
General Enquiries: Answering questions about Tacklit’s features and how to best use them, how to answer client questions / issues.
We are not able to offer direct support to your clients. They should direct enquiries to you in the first instance, and you can direct relevant questions to us per the channels above. If a client does happen to reach out to us we will endeavour to direct them to the right support channel for you.
2. Support Availability
Standard Support Hours:
For AU / NZ customers 8:00 AM – 6:00PM AEST / AEDT on Business Days
For UK / EU customers 8:00AM - 6:00PM GMT on Business Days
Emergency Support: Critical issues impacting platform-wide availability are monitored 24/7.
Our support policy operates on ‘fair and reasonable’ use principles. Where your use of our support services is significantly above normal levels based on your number of Authorised Users we may recommend a Premium or Custom support plan to meet your needs. These recommendations may entail further costs over and above the already agreed support fees. Where you don’t wish to extend your support agreement we reserve the right to limit the number of enquiries and support tickets you can have open at any one time.
3. Service Level Agreements (SLAs)
We prioritise support tickets based on their urgency and impact. Below are the SLA guidelines for A.Technical Troubleshooting and B. Account Issues.
Label | Priority | Example | Response Time | Target Resolution Time (where issue verified and requires fix) |
|---|---|---|---|---|
Outage | Critical P1 | Platform-wide outages | < 1 hour | < 2 hours from incident open |
Disruption | High | Major feature failure or disruption affecting core workflows for multiple customers. | < 2 hours | < 2 hours from incident open |
Priority Support | Medium | Urgent feature issues or performance bugs impacting individual customers. | < 4 business hours | < 8 business hours |
Support | Low | Bugs / issues / user error that don’t block critical functionality or prevent work happening. | < 24 hours | n/a |
We use best endeavours to minimise downtime caused by outages. Our commitment is to provide availability of the SaaS Solution to you without interruption 99.9% of the time (measured annually, based on each customer's region). We record and share details of any outages, reasons and lessons learned via our service disruption log. Where we fail to meet our uptime target you will be eligible for Service Credits as outlined in the SaaS Agreement.
For C.General Enquiries our target is to respond to 80% of enquiries within 24 hours, with >75% Great response rating. We publish these stats quarterly so you can see how we are performing.
Resolution Time Notes:
Resolution times may vary based on the complexity of the issue.
For custom integrations or unique setups, extended timelines will be communicated.
These SLAs do not cover:
Issues caused by third-party integrations or services outside our control.
Custom development or configuration requests beyond the standard platform capabilities.
5. Your Responsibilities
To help us assist you efficiently, please ensure:
Tickets include clear and concise descriptions of the issue.
Screenshots, error messages, and steps to reproduce the issue are provided where applicable.
Timely responses to our follow-up questions.
Knowledge is shared internally across your organisation to minimise repetitive support tickets.
Optional Premium Support Add-ons
These optional add-ons can be offered based on your specific customer needs. They will incur additional charges based on the specifics for each individual customer.
A. Telephone direct number - ability to call directly and ask questions
B. Shared Slack or Teams channel - connect directly with our product, tech and support teams via chat
C. Steer Co / Governance meeting collaboration - if you want us to support and contribute to internal ceremonies
Any other questions? Get in touch
