Clients can rely on TechnoMile for fast, expert technical support. Each customer becomes part of our TechnoMile Customer Support Program upon solution deployment. Our Essential Support package is included with your annual subscription fee. Our most successful customers, judged by their solution adoption rates, take advantage of our Premium Support package, which includes additional training and enablement, as well as faster turnaround times on support cases.
TechnoMile Support Packages
TechnoMile’s Support packages allow you to select the level of technical support that best aligns to your business needs. Use the table below to compare our support options:
Support Add-Ons
Our support add-ons give clients the flexibility to supplement their selected customer support package with additional professional services and/or training hours to align with their business needs.
TechnoMile Assist
With TechnoMile Assist, you can leverage our professional services team for ongoing solution administration, application enhancement, upgrade configuration, and feature enablement needs.
TechnoMile Professional Services On-Demand
TechnoMile Professional Services On-Demand provides an easy way to address your organization’s unique solution requirements without requiring a full professional services engagement and the hassle of contracting through a Statement of Work (SOW). On-Demand services hours give you the flexibility to use them for a wide variety of tasks, and you can change or add to your original project scope without additional paperwork.
***Customers can purchase multiple On-Demand Packages. All work must be scheduled and planned by the TechnoMile Professional Services team.***
Additional Details About TechnoMile Support
Contacting TechnoMile Support
Clients can access technical support through the TechnoMile Customer Success Portal (https://success.technomile.com/) or by speaking with your Customer Success Manager. Our Customer Success Portal enables you to submit a new support case, review open cases, and search our ever-growing library of knowledge articles designed to help you quickly and accurately solve any questions or issues. All customers may register for access to the TechnoMile Customer Success Portal by clicking Sign up on the portal’s login screen.
TechnoMile Support Terms and Conditions
Definitions
Break-Fix: Out-of-the-box (OOTB) product functionality that has been successfully deployed and is no longer working.
Customization: Added functionality to a product that is not OOTB functionality. Any customization requested by the customer is only covered during the allotted warranty period of customization creation (30 days past customization creation close out).
Customization Support: Triage support of customizations within designated guidelines.
Initial Response Target: The time from case creation to case assignments and first response from Support team.
Out-of-the-Box (OOTB) Functionality: Standard features generally available for the Subscription Services.
Case Severity Definitions: Each support request is assigned a Severity Level by TechnoMile Support, with critical production issues prioritized to minimize downtime. See the severity guide below for details:
Case Resolution: TechnoMile Support will troubleshoot, identify a root cause, and provide a resolution. The time to resolve a case is defined as the time from its creation to the time we provide a resolution.
Product Bug Handling: If a product bug is identified, our Product Engineering team will validate, test, and provide a fix in a future release.