Support


At Tagetik, our support team is vital to customer success. For this reason our support team is committed to maintaining the highest level of customer satisfaction. Tell us what you want to achieve, and we’ll work tirelessly to help you get there.


We encourage you to utilize our industry-specific knowledge, as well as our guidance with best practices. Our department includes trained financial application specialists, product specialists, and IT professionals who will collaborate with you to resolve any issue—whether it be simple user inquiries or a more complicated technical request.


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STANDARD SUPPORT

All customers have a standard support included in the annual maintenance fee which include:



Support-Premises


ON-PREMISES


    • eSupport portal for Reporting Bug
    • Unlimited bug fixing 
    • Free download of most updated version of the purchased software
    • Access to the Tagetik Library and Question & Answer session (knowledge base, FAQs, and community forums). Self-help resources support 
    • Global partners who work with you in your local language/ A global network of certified partners will directly support you locally  

Support-Cloud


ON CLOUD


    • Access control and provisioning
    • Updates and upgrades
    • Data backup, restore and disaster recovery
    • Infrastructure performance fine-tuning
    • Access to the Tagetik Library and Question & Answer session ( knowledge base, FAQs, and community forums). Self-help resources support



ADVANCEd SUPPORT


We offer 4 advanced support packages to support you resolving your logical functional issues and not only that:


  • Advice and support for new (or upgrade) installations
  • Application ‘troubleshooting’ to identify possible causes of low performance or errors
  • Advice on software configuration in order to optimize its performance 
  • Advice on software reconfiguration in case of infrastructure changes by end user 

 

Choose the package that best fulfills your needs!


Advanced Package
Mini

10_support

Advanced support hours




Advanced Package
Small

Support 20

Advanced support hours




Advanced Package
Medium (MOST POPULAR)

Support 60

Advanced support hours




Advanced Package

Large

Support 100

Advanced support hours



SLA/Esclalation


Customers can choose to add our SLA/Escalation service to their Standard Support package so in the event that you need to escalate a case, our senior technical staff is immediately available to help bring your issue to a close. With this support package our technical staff can also report a problem up to the Chief Technical Officer level.


Contacts and Resources


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