Support Services

Taleo Business Edition™

Our customer support representatives are available to help with your technical challenges, setup issues, and simple how-to questions online, by email, and by phone. Users always have access to Taleo Business Edition's interactive help system, user guide, and online tutorials right at their fingertips to help further their training.

We offer three levels of support for your growing business. Within the guidelines below, all support is offered at no additional charge.

Standard Support
Response Time Within 24 hours
Web Support 10 requests per month by main user
Online Support 24x7 web access to online user guide and tutorials
Phone Support None


Plus Support
Response Time Within 24 hours
Web Support 10 requests per month; up to five active users
Online Support 24x7 web access to online user guide and tutorials
Phone Support 7 a.m. to 10 p.m. ET, Monday-Friday


Premium Support
Response Time Within 24 hours
Web Support 10 requests per month; up to 20 active users
Online Support 24x7 web access to online user guide and tutorials
Phone Support 7 a.m. to 10 p.m. ET, Monday-Friday


Non-Emergency Response Times

Request Type Response Time
Question on Product Usage Within 24 hours
General Comments Feedback Acknowledgement within 24 hours
Request to Modify or Add a Feature Acknowledgement within 24 hours


Emergency Response Times

We will handle all emergency requests through verbal contact with your primary user until the issue is resolved. Final resolution will be confirmed via email.

Feature Request
Request to modify an existing feature or add a new one
Response Time Acknowledgement with 24 hours
Frequency Quarterly


Low Priority Request
Application problem is cosmetic in nature and/or displays minor flaws that have little or no impact on the customer's normal business operations
Response Time Acknowledged within one business day when received during normal business hours

Escalated as needed
Frequency Quarterly


Medium Priority Request
System users are unable to perform a non mission-critical business function, which results in a process or transactional slowdown
Response Time Acknowledged within one business day when received during normal business hours

Escalated as needed
Frequency Monthly


High Priority Request
System users are unable to perform mission-critical business functions and there is no workaround in place. "Mission-critical" is defined as any problem under Taleo's control that results in customer employees being unable to complete materially important business transactions via the Application
Response Time Taleo development/support resources will work during business hours until a temporary repair is in place and then work to provide a permanent repair
Frequency Daily


Business Stand Priority Request
Complete loss of service in which the Production systems or servers are down, or users cannot access or use software. Causes could include network components under Taleo's control or under the control of Taleo's hosting or network partner, or application errors
Response Time Should be phoned into support

Acknowledged as soon as received during normal business hours

Escalated within 30 minutes during normal business hours
Frequency Every two hours


Support Resources

Online Tech Support
Submit questions and requests to our tech support analysts via our built-in web support tool. We'll respond via email within 24 hours.

Online User Guide
Get access anytime to comprehensive information on product usage and configuration, including step-by-step instructions for self-service set-up of your new system.

Online Tutorials
Learn how to perform some of the most common system tasks, from requisition to setting up your career web site.

Telephone (with Plus or Premium Service)
Dial 1-877-922-3847 to reach a support analyst, 7 a.m. to 10 p.m. ET Monday-Friday, excluding official Taleo holidays.

Email
Submit question or request, and a support analyst will respond within 24 hours. Send all emails to TBESupport@taleo.com during normal business hours, 7 a.m. to 10 p.m., Monday-Friday, excluding official Taleo holidays.

Take the Next Step

Find out how your business can benefit from the assistance of Taleo Support Services. Contact a Taleo representative today.

Resources

Literature

Taleo University Campus