Support packages

Enterprise Support Program

This offering is the most appropriate if you need Tiledesk to know you, your environment, and your Tiledesk integration solution. All support cases submitted are given the highest priority and have the shortest targeted response times.This Service is for you if you:

  • Have a large project

  • Want a designated Tiledesk Technical staff member to be part of your team

  • Need help managing your issues

  • Would like a preview of the product road map

  • Require Best Practice advice

  • Need someone who knows your technical environment and is able to offer proactive support geared specifically to your needs

  • Require a designated technical contact

  • Would like an annual health check

  • Need scalability testing

  • Desire a specific Tiledesk Product Training for your staff

The Tiledesk Enterprise Support Program provides large enterprise customers with a Tiledesk Service Engineer dedicated to the planning, deployment, and day-to-day maintenance of your Tiledesk product solution. This resource serves as the primary point of contact for all technical issues and requests, optimizes the Tiledesk solution to meet demanding user requirements and helps content managers plan for future growth. With this program, your dedicated Tiledesk Service Engineer works for you remotely from our offices.

With this program Tiledesk provides a highly skilled, proactive Technical Account Manager (TAM) who acts as a single point of contact into the Tiledesk global support organization. This resource is assigned to you, has a detailed knowledge of your work environment and business needs, and acts as your advocate, ensuring that support issues and technical requests are addressed and resolved quickly.

Pro support

Pro support is most appropriate for small non-mission critical applications.

Pro support is a support delivered remotely by a dedicated team of developers.

Pro support is provided on a best effort, commercially reasonable basis within 30 days period or the conditions provided in the Order Form. At this time, there is no SLA offered for case resolution. Unlimited cases can be raised by email.