Here you can find all details on how you can reach out to our Support Team and some tips.
1.Support Line for Onboardees
Onboardees have no direct access to Talmundo Support. Customers need to assign internally a Support contact (HR,IT, Admin, or Manager) or multiple support contacts who will reach out to us on behalf of the onboardee if needed.
2. Support Line for Administrators
In-app support system available in the Back End and/or email directly to support@talmundo.com
In-app support:
3. Incident Reporting
Support tickets will be handled during working hours from Monday – Friday from 9 AM – 5 PM CET (With the exception of Dutch public holidays
4. Fault Response
Please note the fault response table below, unless otherwise specified in the initial Service Level Agreement with Talmundo.
5. Fault Classification
Critical/Emergency
• Complete failure of the system to function
• Processing is not possible, resulting in a significant business impact
• Loss of significant system functionality
• Corruption of software databases which require service-affecting corrective actions
• Loss of access to maintenance or recovery actions
Hight/Major Inconvenient
• Partial restriction in system functionality
• Processing is possible with some business impact
• Significant degradation of access for maintenance or recovery operations
• Content not available
Low/Minor
Other faults within the system which do not meet the criteria defined for Critical/Emergency or Major faults. Reporting problems will fall under this severity level.
Any request for new features or changes in the existing features will not be reported under any of the above fault classifications.
6. Tips for Efficiently contacting support
When reaching out to customer support, providing all the necessary details is crucial for a quicker and more effective resolution. Here are some key pieces of information you should include:
1. Description of the issue: Clearly explain the problem you are facing or the assistance you require. If possible, provide as much detail as possible.
2. Steps to reproduce: If the issue is reproducible, list the steps you took that led to the problem. This will help the support team understand the situation better.
3. Error messages: If you encountered any error messages or codes, include them in your communication. These can provide valuable clues for troubleshooting.
4. Screenshots or recordings: Whenever possible, include screenshots or recordings that demonstrate the problem you are facing. A picture or video can convey more information than words alone.
The more comprehensive and precise your information, the easier it will be for the support team to pinpoint the problem and offer a solution. This will ultimately lead to a faster and smoother resolution of your issue.