Back to Blog

At TaskRay, one of our top goals is to provide the best service to our customers. After all, we want to make sure that our customers are successful and that our product helps streamline business processes in the most efficient way possible. One of the ways we do this is with our three-tiered support model that provides the flexibility to choose between options that include self-service, faster response times, and a proactive, consultative approach.  In this blog post, we’ll take a look at our support plans to help you decide which one is right for you. 

What can you expect from TaskRay Support Plans?

While the services included in each plan are different, what stays the same is the 5-star experience you get at all levels. Whether it’s robust online documentation, responsive email support from a live person, or designated resources, you’ll have access to our technical expertise and best practices. Sure, it’s not the same as a week-long stay at a luxury all-inclusive resort but hopefully the feeling you get from knowing we have your back is a close second (or third).  Don’t just take our word for it, though. We’re proud to be the top-rated customer onboarding solution on the Salesforce AppExchange, with users consistently mentioning how amazing our support service is

Now, let’s explore our three support tiers: Standard, Standard Plus, and Elite. 

Standard Support

First up, our Standard Plan. This plan is free to all customers on any Edition and includes unlimited email support, as well as access to our robust support site that is chock full of helpful information developed for users and admins. The support site is an access point to our Trailblazer user community where you can share ideas and best practices with other users. We also have an Ideas Exchange where you can submit product feedback or feature requests – we truly value and encourage our customers’ input!

As part of this plan, TaskRay Support will provide assistance with troubleshooting and configuring the documented customizations and automations from our support site. For all technical requests, customers can reach out to TaskRay Support and one of our awesome support agents will be sure to respond and provide guidance for next steps!

Standard Plus Support

Up next, there is the Standard Plus plan, which is one of our paid options. Customers who choose this option will receive all the support services from the Standard Plan with an extra benefit: priority ticket routing which delivers enhanced timelines for ticket responses. Standard Plus is a great fit for organizations who have technical resources on staff that can generally self-service for troubleshooting or configuration but want to have faster response times when issues arise. 

Elite Support 

Finally, our top-tier option: Elite Support. This is our other paid plan and is the most comprehensive as it is designed with a proactive and consultative focus to provide guidance tailored to each unique implementation of TaskRay. Elite Support includes everything you get in Standard Plus, and so much more:

  • Proactive case monitoring through monthly updates and quarterly reviews that provide insight into ticket trends and recommendations
  • Advanced configuration and diagnostics for complex use cases beyond what is documented on our support site
  • Annual technical account planning for architectural review and best practices
  • Pre-release support and demos that let you get a sneak peek of releases and ensure you have the right process and configurations in place for smooth sailing prior to production
  • 2 included Optimization Packages per year for building out features, templates, or automation
  • Dedicated Technical Analyst who will become familiar with your  build and be positioned to give more targeted support guidance (aka your TaskRay Support BFF)

The Elite Support option is ideal for organizations that have complex use cases and/or a lot of automations and advanced configurations built in TaskRay. If you don’t have technical resources, or if your Salesforce admins are stretched thin, dedicated TaskRay resources provide your team with the best practices they need to quickly and effectively troubleshoot and build, and get back to working on other projects. You’ll get the value of a plan that is designed to maximize your investment in TaskRay and a dedicated team that is your partner in continued success. 

So, what’s next? Ideally, a 5-star luxury vacation… but in the meantime, hopefully you have a good idea of which plan is right for your business. And the best part is, you can start with one plan and move to a different one as the needs change and your use of TaskRay grows. 

Check out this datasheet and FAQ page to learn more. If you’re a current customer interested in upgrading to Standard Plus or Elite Support, reach out to your Customer Success Manager or to get started!