We have a dedicated support team that monitor the support@taskflow.co.za email address. As soon as we receive an email, it is automatically assigned to one of our staff who will assist you with your request, or point you to the correct section of the documentation. In general, our support staff do not log into your system to resolve queries, since the data in your TaskFlow belongs to you. We offer guidance on where you may struggle. If we notice many support requests from a specific client, we offer extra training hours at our standard training rate.
Emergencies can be reported to your account manager directly. All other queries should be directed to support@taskflow.co.za |
| Day | Hours (GMT +2) |
|---|---|
| Monday | 08:00 - 17:00 |
| Tuesday | 08:00 - 17:00 |
| Wednesday | 08:00 - 17:00 |
| Thursday | 08:00 - 17:00 |
| Friday | 08:00 - 17:00 |
| Saturday | -- |
| Sunday | -- |
| Public Holidays | -- |
| Day | Hours (GMT +2) |
|---|---|
| Monday | 15:00 - 23:00 |
| Tuesday | 15:00 - 23:00 |
| Wednesday | 15:00 - 23:00 |
| Thursday | 15:00 - 23:00 |
| Friday | 15:00 - 23:00 |
| Saturday | -- |
| Sunday | -- |
| Public Holidays | -- |
Depending on the severity of the request we receive, there are different timelines to resolution of the issue. Unless we have a separate agreement with the client, our response times to issues are as listed in the table below.
| Request Level | Description | Response Time | Resolution Time |
|---|---|---|---|
| Emergency |
| 2 hours | 12 hours |
| Bug |
| 2 hours | 48 hours |
| Development* |
| 24 hours | Depends on complexity of the development |
| Support / Training |
| 24 hours | Depends on the complexity of the question or query |
*Please read the "Requesting Configurations" and "Requesting Custom Developments" section for clarity on requesting developments
When submitting issues to support@taskflow.co.za, please remember to:
If you have questions rather than issues, please read through our online documentation first, and be sure to go through our FAQs page, before logging issues. Additional training may be requested by sending an email to support@taskflow.co.za.
The following screen will pop up in case something unexpected happens in TaskFlow. It will automatically send a crash report to the TaskFlow support team containing valuable information about the incident such as the user that was logged in, the screen they were viewing and the full code traceback.
This screen may pop up for a number of reasons but the most common reasons is incorrect configurations in search domains, custom filters or automated actions. You can click on the "Show Traceback" button and scroll to the bottom of the message to better understand the reason for the error.
TaskFlow is highly configurable and we have set of configuration tasks that we can perform if and when clients request it. Configuration is charged per hour and the hourly rate is stipulated in your SaaS agreement with TaskFlow. The most common configuration tasks we do on a daily basis are listed below:
For more information about how we configure TaskFlow, please contact us.
We work closely with existing customers and are always open to listen to ideas on new features or improvements to existing features. We do, however, not guarantee that we will build new features and there are many reasons for not doing so:
New features can most of the time be configured rather than developed. Configuration has many advantages: