Tovuti Client Support Guide
This Support Guide describes Tovuti’s current customer support practices and service objectives. It is provided for informational purposes only and does not create any legally binding obligations, warranties, or service level commitments. Tovuti may modify this Support Guide periodically to reflect improvements to its services. Any such updates will not materially diminish the overall level of support provided.
- Core Support Services
- Help Desk Support:
- Submit tickets via the Tovuti Help Center — Visit help.tovutilms.com
- Email our team at support@tovuti.com
- Support Hours — Tovuti provides help desk support during its standard business hours, typically:
- Monday to Friday
- 8:00 AM – 5:00 PM Mountain Time (Excluding U.S. Federal Holidays)
- Response times may vary based on demand and issue severity
- Languages
- Support is provided in English only at this time.
- Service Objectives and Escalation Guidelines
- Two (2) Named Customer Contacts
- Clear escalation processes for high-severity issues
- Help Desk Support:
- Self-Service and Automation
- Self-Service Portal:
- Centralized dashboard to manage tickets.
- Access to knowledge base and documentation.
- Guided Walkthroughs: Instead of just changing a setting for you, we'll often explain where to find it and the steps to manage it yourself.
- Contextual Explanations: We focus on the "why" behind a function, helping you understand its purpose and how it can be applied to other challenges.
- Linking to Resources: We will frequently supplement our answers with links to relevant articles and guides in our Help Center, creating a valuable learning path.
- Self-Service Portal:
- Advisory
- Tovuti may periodically offer account reviews and recommendations to help customers optimize use of the platform. Such reviews are provided as a value-added service and are not a contractual deliverable.
- Recommendations for cost optimization, security enhancements, and scalability.
