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 365||Emergency customer support and monitoring of the platform|
|24 x 5 x 365||Standard 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.
|Emergency customer support+372 50 19 559 (Europe)|
|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.|
|Standard customer support+372 50 19 559 (Europe)|
|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.|
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.
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.