The Tact.ai Support Team is dedicated to providing a frictionless support experience with a high commitment to customer success.
Support Services
Our premium support services are available to all customers. Tact.ai Support Services provides complete support coverage for our AI Sales Assistant solution. Our services include remote troubleshooting capabilities, installation assistance, and basic usability assistance. Additionally, we provide outreach to users notifying them of new product updates and releases.
Self-service resources are available online 24/7 via the Help Center. Resources are there to help users quickly resolve technical issues, submit requests, track ticket resolution, and adopt new features.
Support Operational Hours
Monday – Friday, 7 am – 7 pm US PST
Note: After-hours request with a response 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 case, any actions taken, immediate resolution if available, and any escalation plans.
|
Severity |
Priority |
First Response Time |
Targeted Recovery Time |
Update Interval |
Definition |
|
1 |
Urgent |
1 hr |
2 days |
1 day |
Critical business impact, Production down, more than 2 users impacted, product/feature/functionality not working, no workaround |
|
2 |
High |
4 hrs |
3 days |
2 days |
Some business impact, 1-2 users impacted, product/feature/functionality/performance degradation, loss of key functionality, the system still usable, workaround available |
|
3 |
Normal |
1 day |
4 days |
3 days |
Minimal to no business impact, non-critical function/isolated feature/functionality impacted, the system still usable, workaround available |
|
4 |
Low |
1 day |
5 days |
As Needed |
No business impact, minor/intermittent performance impact, the question on feature/functionality, how-to, enhancement/feature request |
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