1. Support at TASKE Technology Inc.
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.
Technical Support services are available to TASKE customers with a current Total Care support plan. Customers with Perpetual licenses pay an annual fee to enroll in a support plan. Customers with Subscription licenses receive the Total Care plan as part of their subscription fees. View the expiry date of your support plan by choosing About from the Help menu of any TASKE application.
3. Hours of Operation
TASKE Technology provides support during normal business hours of Monday to Friday 9:00 AM - 8:00 PM 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
- Voice mail – an acknowledgment response within two business hours
- Web form – an acknowledgment 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.
|Critical||TASKE Technology software-licensed programs have ceased to function, are negatively affecting the functioning of other customer applications, or are creating non-recoverable data errors.||Immediate (according to your support plan level)|
|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
|Medium||The TASKE Technology software functions, but requires 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|
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.
|Mature Release (Up to 2 prior to current)|
|Retired Release (More than 2 prior to current)|
Technical Support includes help with licensing, bug investigation, feature requests and basic questions about the product's operation.
Software Support includes software updates and bug fixes. These updates will be made available as long as you have a current Total Care Support agreement and subject to the availability of trained personnel and resources.
TASKE Technology designates Releases by the major and minor release codes. The Current Release is 2019.3. Mature Releases include 2018.4 and 2017.4. Retired Releases include 2016.4 and all versions prior. For Retired Releases, 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 release of the product.
TASKE Technology products are continuously being enhanced with new features and fixes. These changes are incorporated only into the Current Release of the product. For optimal performance and support, TASKE encourages customers to migrate to the Current Release of a specific product as soon as practical. Technical assistance will be available for a minimum of 12 months after the general availability release of any TASKE product.
TASKE software releases are numbered in the format yyyy.qq.zzzz.z, 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, yyyy, which coincides the with year of the release. The second value, qq, is the minor release number, coinciding with the calendar quarter of the release. The last 5 digits, zzzz.z, designate the build and sub-build number respectively.
The Current Release is available to customers with a Subscription license as long as their subscription in is good standing.
9. Support & Maintenance Plan Renewal
TASKE Total Care support plans for customers with Perpetual licenses 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. Customers with Subscription licenses receive the Total Care plan as part of their subscription fees. View the expiry date of your support plan by choosing About from the Help menu of any TASKE application.
Note: TASKE support plan fees are non-returnable, non-refundable, and non-transferable.