Support Plans FAQ

Does TaskRay Support include any hands-on time by your Support team to help us build out or customize TaskRay?

Sorry, but those types of services are not included in TaskRay Support. However, the Elite Support plan does include two Optimization Packages where you will have the opportunity to work with a TaskRay expert to get best practice recommendations around designing and implementing new processes.

If you want someone to handle your build-out and/or help maintain your advanced configurations and customizations, we suggest engaging a Salesforce consultant. Check out our list of trusted implementation partners or contact your Customer Success Manager for a recommendation. 

Do any of the TaskRay support plans include help with onboarding?

Our support plans are designed to help you after you have onboarded TaskRay. If you need help with onboarding, please ask your Account Executive or Customer Success Manager for details.

Do any of the TaskRay support plans include Admin training?

While training is not included in any of the TaskRay Support plans, we do provide some options that will help you and your team learn all about TaskRay functionality. The majority of our resources are on our Support Site and we hold monthly webinars specifically geared towards Admins. Additionally, we offer Onboarding Plans and Optimization Packages that are thoughtfully designed to ensure that you are getting the most out of your TaskRay implementation. Reach out to your Account Executive or Customer Success Manager if you have any questions.

Who is eligible for Standard Plus and Elite Support?

All customers are eligible to purchase these support plans for an additional fee. The Elite Support Plan, requires the customer to complete either Foundation or Expert Onboarding (see our Onboarding Plans page for reference). While the Standard Plus Support Plan does not require completion of onboarding, it is encouraged. Reach out to your Account Executive or Customer Success Manager to get more details.

Do I buy it one time and have it for life?

Standard Plus and Elite Support are annual plans that are paid for at the same time as your TaskRay license(s) renewal.

 Can I cancel at any time?

If you decide that a paid TaskRay support plan isn’t for you, please let us know in advance of your next renewal date.

What if I don’t want it now but change my mind halfway through the year? 

Talk to your Customer Success Manager—they will help get you set up with Elite or Standard Plus support plan when it makes sense for you. If you upgrade mid-year this plan will be co-termed to your existing subscription dates and services will be prorated based on the remaining time.

What are the key differences between the different TaskRay support plans?

TaskRay offers three support plans: Standard, Standard Plus, and Elite. The Standard plan is provided for all customers and it includes access to the TaskRay support site, unlimited email support, and standard ticket response times. The Standard Plus plan includes everything in the Standard plan, as well as enhanced (shorter) ticket response times. Finally, the Elite plan will include everything in the Standard Plus plan, as well as some additional services, such as Pre-Release Support, Annual Technical Account Planning, Proactive Case Monitoring, two Optimization Packages, Advanced Configuration Support, and a Designated Technical Analyst. 

What are the responsibilities of a Designated Technical Analyst?

The Elite Support Plan incorporates having a Designated Technical Analyst who works closely with the customer throughout their plan year. The Designated Technical Analyst is a member of the TaskRay Support team who oversees all of the customer’s tickets, is closely familiar with the customer’s unique implementation of the TaskRay application, as well as manages all the Elite Support plan services offered to the customer.

What are the Optimization Packages that are included in the Elite Support plan?

The Optimization Packages are designed to help customers get the most out of TaskRay when it comes to implementing new TaskRay features or optimizing processes. These packages are put together by a TaskRay expert and are tailored to the unique needs and requirements of the organization. Two Optimization Packages are included in the Elite Support plan (per year). You can read more about the packages in this blog post.

Need help deciding if Standard Plus or Elite Support is right for you?

If you’re not sure if you need Standard Plus or Elite Support, we highly recommend speaking with your Account Executive or Customer Success Manager to explore how to maximize your investment with TaskRay. Not sure who your Customer Success Manager is? Send us an email at [email protected] and we’ll let you know!