Product support gives you help with TAOM Process Studio – from fixing software errors to personal support with an individual SLA. You choose the support level that suits your operations.
- Basis (registered accounts without a licence): report software errors (incidents), without a guaranteed response time – hence ◐ for the support portal.
- Standard (included in every licence): error correction with feedback, security and software updates; response usually within two working days, without a fixed commitment.
- Business: in addition, questions about operation and user support, prioritised handling, extended response times; all of the company’s tickets in view.
- Enterprise: in addition, priority “Critical”, individual SLA, personal support – and on request a separate support for your employees (own area, own installation or own ticket system), with hand-over to TAOM when the software is affected.
There is no support without registration – sign in with your TAOM account; in the support portal and in the editor (“Support” button) this works without signing in again.
| Service | Basis | Standard | Business | Enterprise |
|---|---|---|---|---|
| Price surcharge on the recurring licences | without licence | Included | +8 % | +15–20 % |
| Support portal (support.taom.ai) | ✓ | ✓ | ✓ | |
| Report software errors (incident) | ✓ | ✓ | ✓ | ✓ |
| Error correction and feedback on the ticket | ✓ | ✓ | ✓ | |
| Security and software updates | – | ✓ | ✓ | ✓ |
| Questions about operation and user support | – | – | ✓ | ✓ |
| Help with configuration and setup | – | – | Optional | ✓ |
| Training platform (training.taom.ai) | – | ✓ | ✓ | ✓ |
| Development platform | – | – | Optional | ✓ |
| Support hours | – | 8×5 | 8×5 | Extended hours |
| Prioritised handling | – | – | ✓ | ✓ |
| Response time | no commitment | usually 2 working days | Extended | Individual SLA |
| Own support for your own employees (own area, own system) | – | – | – | Optional |
| Personal contact | – | – | Optional | ✓ |
| Regular service reviews | – | – | Optional | ✓ |
| Dedicated Enterprise support | – | – | – | Optional |
✓ included · limited · – not included · “Optional” at extra cost by agreement
Basis: registered accounts without a licence can report software errors; no response time is guaranteed. Standard is included in every licence, without a fixed response time. There is no support without registration.
Support portal: support.taom.ai – with “Basis” only for reporting software errors.
Training platform: training.taom.ai – in all levels.
The surcharge applies to the recurring licences of your contract and is calculated as a percentage of the licence costs. With “Enterprise”, the final price and response times follow the agreed SLA. Services marked “Optional” are agreed on request at extra cost.
