Policies and Procedures - Technical Support Policy

Overview

TADTechnology will provide technical support to its users from 6 am - 7 pm Pacific Standard Time. Users call toll-free (866) TAD-LINE (823-5463) option 3.

Technical support will be charged as follows:15-minute increments, with a 15-minute minimum, at $45 1 hour at $175Technical support plans may also be purchased in advance. Five hours of technical support may be purchased for $500 or two hours may be purchased for $300. There is no expiration on pre-purchased technical support plans.

Web Based Communications Management System
TADTechnology provides a tremendous amount of help online in the "Getting Started" help documentation and FAQ's. This information can be found by signing in and clicking on the "Help" tab. Personalized Technical Support is available for items addressed in the online help documentation and FAQ's at the rates listed above. Issues that will not incur Technical Support charges are as follows:

-An issue not addressed in the online help documentation or FAQ's, but should be. This would be an issue that is an integral part of the TADTechnology system and is not adequately explained in the online support.-A peculiarity in your account that does not work with the explanation as outlined in the online support. The TADTechnology technical support representative will decide this on a case-by-case basis.Realtime Upgrade
TADTechnology provides separate online help for Realtime Upgrade issues. Personalized Technical Support is available for items addressed in the online help documentation and FAQ's at the rates listed above. Issues that will not incur Technical Support charges are as follows:- An issue not addressed in the online help documentation or FAQ's, but should be. This would be an issue that is an integral part of the TADTechnology system and is not adequately explained in the online support.

- A peculiarity in your account that does not work with the explanation as outlined in the online support. The TADTechnology technical support representative will decide this on a case-by-case basis.

Technical support charges will apply if the issue is caused by changes at the client location that TADTechnology has no control over. These types of issues include purchasing a new computer or printer, upgrading or changing your operating system or internal changes to your network. TADTechnology will work with you or your IT personnel at the charges stated above.