Support & Maintenance Terms
Phone Support
24 Hours (Monday – Sunday) for Enterprise Customers.
Support Phone Number
+1 949 760 3888 Option 2.
Please leave a message. This will automatically create a ticket and inform our support team
Slack Channel (Opt- in)
Private channel for Enterprise Customers. Single Channel for Standard Customers
Support Email
support@qliktag.com
Case Logging
Telephone Support
Email Support
– Service maintenance, which includes maintenance releases, enhancements, new versions, additions, and modifications to the Service, that it provides to all other customers under support for no additional fee.
– Bug fixes to bring the Service into substantial conformance with its then- current user guide.
– Response time in accordance with the chart below.
– Resolution Process for Issues of Severity Levels 1 and 2:
(1) Trouble Ticket opened. (2) Assign engineer to determine and correct the error. (3) Periodic reports on the status of the correction. (4) Initiate work to correct the error.
– Scheduled Outages are usually scheduled during weekends and evenings and customers are usually notified via email.
Phone Support
24 Hours (Monday – Sunday) for Enterprise Customers.
Response Time Chart
Severity 1
Service substantially fails to perform.
1 hour
– Trouble Ticket opened.
– Assign engineer to determine and correct the error.
– Periodic reports on the status of the correction.
– Initiate work to correct the error.
Severity 2
Substantial degradation in performance of the Service.
2 hours
– Trouble Ticket opened.
– Assign engineer to determine and correct the error.
– Periodic reports on the status of the correction.
– Initiate work to correct the error.
Severity 3
Minimal-to-no impact on the availability or performance of the Service.
3 days
– Commercially reasonable efforts to include in next major release.