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 Services Tiers

PLATINUM TIER

• 50% roll over for unused hours
• 4 business hours SLA response time.

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

GOLD TIER

• 25% roll over for unused hours
• 12 business hours SLA response time.

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

SILVER TIER

• 15% roll over for unused hours
• 48 business hours SLA response time.

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.

GET STARTED

Pick from one of our support tiers or customize a plan to your needs!

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