IT SUPPORT SERVICES
Tallan provides white glove customer and technical support to accommodate your project needs.
Choose from three levels of support: Platinum, Gold, and Silver.
Contact us for a customized quote.
SUPPORT TIERS
As a Tallan Platinum customer, you will receive support engagement within 4 business hours of a case received by phone. Platinum support also offers Tallan’s 24/5 premium availability to trouble shoot or discuss any platform issues in real time by phone at any Severity Level. There is no guaranteed response time for support cases submitted via email.
Response Time:
Severity 1: 1 hr 24/7
Severity 2-4: 4 Business Hours
Business Hours: Defined by region
Phone Support: Yes
Email Support: Yes
As a Tallan Gold customer, you may open any level of support case by phone. For cases outside of Severity 1, Gold Tier support promises engagement within 12 business hours. There is no guaranteed response time for support cases submitted via email.
Response Time:
Severity 1: 1 hr 24/7
Severity 2-4: 12 Business Hours
Business Hours: Defined by region
Phone Support: Yes
Email Support: Yes
As a Tallan Silver customer, you may access Tallan 24/7, toll-free phone support covers only Severity 1 issues (production down). If we find that an issue is not Severity 1, we will handle it according to the Statement of Work, which is normally two business days. Please keep in mind that there is no guaranteed response time for support cases submitted via email.
Response Time:
Severity 1: 1 hr 24/7
Severity 2-4: 2 Business Days
Business Hours: Defined by region
Phone Support: No
Email Support: Yes
PRODUCTION DOWN, ALL TIERS
- All support tiers offer 24/7 support for Severity 1 issues (production down).
- Support Services will engage within 2 hours of cases received by phone.