Principles for Customer Support

LAST MODIFIED: 01.08.2016

1. Support levels

CargoTASK offers a variety of customer support services to assist Customer as it uses the Software Services. Both Emergency support and Standard support, as outlined below, is available free of charge to any Customer. The Standard support program includes the following services:

24 x 7 x 365Emergency customer support and monitoring of the platform
24 x 5 x 365Standard customer support: Monday 9:00 to 17:00 (+02:00, EET -Eastern European Time)

2. Support level priorities

Prioritization of support issues and Response Time Targets follow the matrix below.

Priority levelDescriptionResponse
Emergency customer support+372 50 19 559 (Europe)

support@cargotask.com

When the Platform is inaccessible or unusable. A problem is deemed critical when no workaround is available.A major feature of the Platform is disabled or not working as documented. A problem is deemed serious when no alternative solution (e.g. workaround) is available.

Examples:
+ Major product feature non-functional
+ Feature behavior does not behave as documented
+ Critical notifications not successfully delivered to users

60 minutes
Standard customer support+372 50 19 559 (Europe)

support@cargotask.com

When the Platform is inaccessible or unusable. A problem is deemed critical when no workaround is available.Issues with the Platform that are not “critical” or “serious” and for which a reliable alternative method exists and questions not related to application.

Examples:
+ Cosmetic issues with user interface or functionalities
+ Issues not preventing the use of any critical Platform functionality
+ “How to…” questions
+ Feature working as identified but user would prefer different behavior
+ Corporate information requests (addresses, phone numbers, etc.)

8 hours

3. Identification

In order to prevent unauthorized access to Customer data, CargoTASK personnel may ask specific questions to determine the identity of the user in case of a telephone support call.

4. Language

We primarily provide Customer Support in English. Our support teams will use reasonable efforts to provide Customer Support in different languages. CargoTASK manuals are available in English, Estonian.