At Tacklit, we strive to provide efficient and effective support to ensure the best experience for our customers. Below are the details of our customer support policy, including access methods, support timings, and Service Level Agreements (SLAs).

1. Accessing Support

Customers can access our support team through the following channels:

• Email Support: Reach us at [email protected]
• In-App Support: Submit a ticket or request directly from the support section within our platform.
• Knowledge Base: Visit our self-help portal at https://tacklit.helpscoutdocs.com/ for FAQs, guides, and troubleshooting tips.

Note: We recommend using the knowledge base for common queries to expedite resolution.

Our helpdesk is designed to support you and your Authorised across the following areas:

1. Technical Troubleshooting: Support for issues related to the platform’s functionality and performance for authorised users.
2. Account Issues: Assistance with logging in, password resets, workspace management and configuration management. Note: That through the platform Super Users can help resolve access issues for your own team directly.
3. General Enquiries: Answering questions about Tacklit’s features and how to best use them, how to answer client questions / issues.

We are not able to offer direct support to your clients. They should direct enquiries to you in the first instance, and you can direct relevant questions to us per the channels above.  If a client does happen to reach out to us we will endeavour to direct them to the right support channel for you.

2. Support Availability

• Standard Support Hours:
  • For AU/NZ customers 8:00 AM – 6:00PM AEST / AEDT on Business Days
  • For UK / EU customers 8:00AM - 6:00PM GMT on Business Days
• Emergency Support: Critical issues impacting platform-wide availability are monitored 24/7.

Our support policy operates on ‘fair and reasonable’ use principles. Where your use of our support services is significantly above normal levels based on your number of Authorised Users we may recommend a Premium or Custom support plan to meet your needs. These recommendations may entail further costs over and above the already agreed support fees. Where you don’t wish to extend your support agreement we reserve the right to limit the number of enquiries and support tickets you can have open at any one time.

3. Service Level Agreements (SLAs)

We prioritise support tickets based on their urgency and impact. Below are the SLA guidelines for A.Technical Troubleshooting and B. Account Issues.