Customer Support

Support Resources

User Guide
The Business Edition online user guide provides detailed information on all aspects of product usage and configuration including step by step instructions for getting started with the set up of your new system.

Tutorials
Business Edition provides users with easy access to online tutorials for some of the most commonly performed system tasks from requisition creation to setting up your career website.

Web
Users of Business Edition have access to our tech support analysts via our built in web support tool. All submissions will receive an email response within 24 hrs.

Telephone
Live telephone support is offered for customers purchasing our Plus or Premium Service. A support analyst can be reached by dialing: 1.888.560.1717. We offer live telephone support 7:00 a.m. to 10:00 p.m. ET, Monday - Friday, excluding official Taleo holidays.

Email
A support analyst will respond to email requests and questions during normal business hours, 7:00 a.m. to 10:00 p.m. ET, Monday - Friday., excluding official Taleo holidays, within 24 hours of submitting your request. Send all email queries to: TBESupport@taleo.com.

Customer Support Levels

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

Silver Support: Personal and Standard Service Customers

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

Gold Support: Plus Service Customers

Response time: Within 24 hours
Web Support: 20 requests per month per user; up to 5 active users
Online Support: 24x7 web access to online user guide and tutorials
Phone Support: 7:00 a.m. to 10:00 p.m. ET, Monday - Friday.

Platinum Support: Premium Service Customers

Response time: Within 24 hours
Web Support: Unlimited; up to 20 active users
Online Support: 24x7 web access to online user guide and tutorials
Phone Support: 7:00 a.m. to 10:00 p.m. ET, Monday - Friday.

Request Types and Response Times

Request Types

Request Type Definition Response Time
Question Question on product usage Within 24 hours
Request System error, incorrect functionality, configuration, setup, reports, etc. See Request Response Time Chart
Feedback General comments Acknowledgement within 24 hours
Feature Request Request to modify an existing feature or add a new one Acknowledgement within 24 hours

Request Response Time

Priority Severity Definition Response Time
Business Stand 0 Complete loss of service in which the Production system(s) or server(s) are down, or network components under Taleo's control or under the control of Taleo's hosting or network partner, or application error are preventing access to Software, or use of the Software. Should be phoned into support.

Acknowledged as soon as received during normal business hours.

Escalated within 30 minutes during normal business hours.
High 1 System users are unable to perform mission-critical business functions and where 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. Taleo development / support resources will work during business hours until a temporary repair is in place and then work to provide a permanent repair.
Medium 2 System users are unable to perform a non mission-critical business function, which results in a process or transactional slowdown. Acknowledged within 1 business day when received during normal business hours.

Escalated as needed.
Low 3 Application problem is cosmetic in nature and/or displays minor flaws that are easily circumvented that have little or no impact on the Customer's normal business operations. Acknowledged within 1 business day when received during normal business hours.

Escalated as needed.

Request Follow-Up Time

Issue Type Frequency Action
Request - Business Stand Every 2 hours Verbal to primary contact until resolved.
Final resolution confirmed via email.
Request - High Daily Verbal to primary contact until resolved.
Final resolution confirmed via email.
Request - Medium Monthly Verbal to primary contact until resolved.
Final resolution confirmed via email.
Request - Low Quarterly Verbal to primary contact until resolved.
Final resolution confirmed via email.
Feature Request Quarterly Verbal to primary contact until resolved.
Final resolution confirmed via email.

Disclaimer

Taleo.com, or its designee(s), shall provide telephone and e-mail support between 7:00 a.m. to 10:00 p.m. (Eastern time) Monday-Friday, except on Taleo holidays, but has no obligation to provide you with hard-copy documentation, upgrades, enhancements, modifications, or other support unless specifically contracted for.

Learn More