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From May 9th 2022 with our new Support portal we’ve got answers and solutions to your tech issues!
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Technical resources
Browse our technical resources and ask questions in the CCH Tagetik Community.
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Our support team is comprised of trained financial application specialists, product specialists, and IT professionals who will collaborate with you to resolve any issue — whether that's a simple user inquiry or a complicated technical request.
Standard support for
CCH Tagetik customers
If you're already a CCH Tagetik Customer, standard support is included in your annual maintenance fee. It includes:
On-premise
- eSupport portal for reporting bugs
- Unlimited bug fixing
- Free download of most updated version of your software
- Access to the CCH Tagetik Library and Question & Answer sessions, and self-help resources
- A global network of certified partners that support you locally
On the cloud
- Access control and provisioning
- Updates and upgrades
- Data backup, restore, and disaster recovery
- Infrastructure performance fine-tuning
- Access to the CCH Tagetik Library and Question & Answer sessions, and self-help resources
Additional support services
Need to extend your standard support package beyond functional issues? Check out our additional support services.
SLA and escalation
◦ Shortened response time
◦ Cure period
◦ Escalation
** Extra fee on the standard support contract
Follow the sun
◦ Extended first-level support to 24 hours by 5 days
** Extra fee on the standard support contract
Advanced support services
◦ Release/patch install
◦ Functional and technical assistance
◦ Application and performance troubleshooting
◦ Governance
** Time and material contract
What's included?
SLA and escalation:
- Shortened response time for a better responsiveness.
- Cure period: Time limit in service hours for providing a fix, a workaround or an action plan.
- Escalation request: By raising an escalation request, CCH Tagetik Senior Management will be notified. Our senior technical staff will be immediately available to help bring your issue to a close.
Follow the sun:
Extended first-level support service hours consisting of twenty-four working hours in five working days provided by CCH Tagetik support team based in Europe, Asia and USA.
Advanced support services:
- Release/patch installation assistance: The CCH Tagetik Team supports you with upgrades.
- Functional/technical assistance: Functional and technical assistance for maintaining your environment. E.e.: New forms implementation, usage of advanced functionalities, new data collection process setting, and more.
- Application troubleshooting: Our consultants check-up on a specific setting to suggest and apply best practices or the latest functionalities available.
- Performance troubleshooting: Our consultants check-up on a specific performance issue to apply the best setting to meet your needs.