Technical Support Policy

1. Support at TASKE Technology Inc.

TASKE Technology is committed to providing its customers with the highest quality of software support. For your convenience you can contact us by phone, email, chat, web form, or fax.

The Professional Services Team at TASKE Technology is composed of technical consultants who are available to answer questions related to product features and functions, and solve technical problems associated with the installation, administration, and ongoing operation of TASKE products.

2. Eligibility

Technical Support services are available to TASKE customers with a current Total Care subscription, or on a per-incident basis. The per-incident fee is $500 USD, payable by VISA, MasterCard or American Express at the time the issue is raised with TASKE. (See TASKE’s Per Incident Support Policy).

3. Hours of Operation

TASKE Technology provides support Monday - Friday, 9:00 a.m. - 6:00 p.m. EST/EDT (excluding statutory holidays). For "off-hours" support you are welcome to submit your questions/issues via the Support Information form or by leaving a voice message. A support specialist will be in contact with you the next business day.

4. Supported Configurations

For supported technical configurations, please refer to TASKE System Requirements.

5. Response Goals

To address support requests in the most time efficient manner, TASKE has outlined the following response-time goals for:

  • Phone calls – immediately based on availability of agents
  • Voicemail – an acknowledgement response within two business hours
  • Web form – an acknowledgement response within four business hours

6. Problem Severity and Priorities

The following table outlines the level of severity assigned to each problem, and the priority assigned to commence the problem resolution process. The actual time to resolve the issue will depend on the nature of the problem and the corrective action required.

Urgent problems are subject to a daily internal progress review. High and medium severity problems are reviewed on a weekly basis until resolved.

Problem Severity and Priority
Severity
Description
Priority
Urgent TASKE Technology software-licenced programs have ceased to function, are negatively affecting the functioning of other customer applications, or are creating non-recoverable data errors. Immediate
High The TASKE Technology software functions, but in a degraded mode. Some features do not operate as documented, with no available work-around solution. Within 24 hours
(business day)
Medium The TASKE Technology software functions, but require the application of a work-around solution. 1-3 business days
Low Applies to an issue that is either cosmetic in nature or a new feature request. Varies

 

7. Escalation

If, for any reason, you are not completely satisfied with the quality of the support service, or the speed with which your support request is being addressed, we encourage you to escalate your concerns to the TASKE management team.

8. Version Support Policy

TASKE Technology provides technical support for the two most recent software versions (as designated by the major and minor release codes) of any TASKE application. For older versions, some technical assistance will be provided, as long as you have a current Total Care Support agreement and subject to the availability of trained personnel and resources. Limited assistance consists of responding to questions, providing technical workarounds and aiding in the migration to a supported version of the product. It does not include new bug fixes or integration of any bug fixes into versions prior to the current shipping release. Notwithstanding the foregoing, technical assistance will be available for a minimum of 12 months after the general availability release of any TASKE product.

TASKE Technology products are continuously being enhanced with new features and fixes. These changes are incorporated into the latest release of the product. For optimal performance and support, TASKE encourages customers to migrate to the latest release of a specific product as soon as practical.

TASKE software releases are numbered in the format x.y.zzzz.zz, where the numbering scheme is used to determine whether the release is a major, minor, or patch release. The major release number is designated by the first value, x. The second value, y, is the minor release number. The last 6 digits, zzzz.zz, designate the build and sub-build number respectively.

Major Release (x)

A major release generally represents a new product, or a significant change in the functionality or features of an existing product.

Minor Release (y)

A minor release is defined as any version of licensed software that enhances the functionality of a current major release. It integrates the most recent major or minor release with any patch releases and new functionality.

Patch Release (zzzz.zz)

A patch release is used to address critical, non-critical, and customer-requested updates to the current software release.

New product, minor and patch releases are available to customers who have a current subscription to the TASKE Total Care Program. To request a software upgrade, complete the Update Request form.

9. Software Maintenance Renewal

TASKE Total Care subscriptions are renewed annually. To renew or re-activate a lapsed agreement, contact your reseller or call TASKE at 1.877.778.2753 or fill out the Request for Information form.

Note: TASKE Total Care subscriptions are non-returnable, non-refundable, and non-transferable.

10. Per Incident Support Policy

Software users who do not wish to maintain their software through a subscription to the TASKE Total Care Program can obtain technical support for a fixed fee of $500.00 USD per incident payable by VISA, MasterCard or American Express at the time the issue is raised.

An incident is defined as a single TASKE issue, problem or question, regardless of the number of communications required to resolve the issue. If the resolution of an incident requires an upgrade to the current revision of TASKE software, the user will have to subscribe to the TASKE Total Care Program to be eligible to receive the upgrade. Users who do not have a current subscription are not entitled to receive program or content updates, and will only receive technical support.

 

2008 Statutory Holidays

The TASKE office is closed for the following 2008 holidays:

  • January 1, New Years Day
  • March 21 , Good Friday
  • July 1, Canada Day
  • July 4, Independence Day
  • September 1, Labor Day
  • October 13, Thanksgiving Day - Canada
  • November 27, Thanksgiving Day - USA
  • December 25, Christmas Day
  • December 26, Boxing Day