TaskFlow Support

Introduction

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.

Business Hours

South Africa

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	--

United States

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	--

Response Times

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	The entire system is offline / unreachable / unusable An essential part of the system is unusable in such a way that no one using the system can continue their day-to-day work No workaround can be put in place and normal business operations cannot continue	2 hours	12 hours
Bug	An essential part of the system is not functioning correctly and causes high irritation to most users Normal business operations can continue since there is a workaround that can be put in place	2 hours	48 hours
Development*	Requests for a new feature Modifications to existing features Bugs from the previous levels where workarounds were put in place, but a permanent solution still needs to be developed	24 hours	Depends on complexity of the development
Support / Training	Day-to-day queries and questions on using the system Requests for extra training or an explanation on a part of the system	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

Submitting Issues

When submitting issues to support@taskflow.co.za, please remember to:

Include your name and contact number
Include your company name
Include your TaskFlow URL
Be as descriptive as possible, including all the relevant information, such as where you clicked, what you were doing before the issue occurred
Log one issue for one problem; do not mention multiple problems in one issue or log many issues for one problem

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.

Client Error

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.

Requesting Configurations

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:

Configuration	Examples*	Difficulty
Add/Amend list/form view	Display the existing field x on an existing list or form view Hide field x only if a certain condition is met on a form view Change the label of field x on an existing list of form view Move field x to a different location in the list or form view Create a new list or form view from an existing model
Add/Amend graph/pivot view	Change the default rows, columns or measurements of an existing graph or pivot Create a new graph or pivot view with rows, columns and measurements for an existing model
Add/Amend kanban view	Change the look and feel of an existing kanban view Create a new kanban view for an existing model
Add/Amend search view	Search on field x by typing in the search bar Create a new filter based on specific search criteria Create a new group-by option based on field x Create new favourite item with specific search and group-by criteria Pre-populate the search bar with an existing favourite item
Add/Amend database model	Create a new model with basic fields Add field x to an existing model Create a computation on field x Make field x required or read-only
Add/Amend email template	Create a new email template with variables Make changes to an existing email template
Add/Amend SMS template	Create a new SMS template with variables Make changes to an existing email template
Add/Amend PDF report	Create a new PDF report from a single record Modify an existing PDF report
Add/Amend automated action	When the user does x then y must happen
Add/Amend scheduled action	Schedule a cron that will do y every x hours
Add/Amend server action	Send an email Send an SMS Create a new record Update an existing record Trigger a webhook on a third party system Execute custom Python code
Add/Amend dashboard item	Create a new BI report by joining data from multiple models
Add/Amend security rules	Create a rule where users belong to group x can only read and create model y Create a rule where records with a certain condition can be deleted by users belonging to group x
Add/Amend menu items	Create a new menu item Change the label of an existing menu item Change the order or location of an existing menu item

* These are most common examples of configuration that we do for clients. For more information about how we can configure your TaskFlow instance, please contact us.

Requesting Custom Developments

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:

We may choose to use our resources to build other, higher priority features
The feature may make sense for the future, but not for right now
The feature may not make sense for all of our other clients
The development cost versus the value added may be of too little benefit
The cost of developing the feature may be low, but the future cost of supporting it too high

New features can most of the time be configured rather than developed. Configuration has many advantages:

The configuration can happen quickly and at a low cost
The configuration can be exactly tailored to your business need
The configuration can happen while we sit face-to-face with you and discuss the solutions
The configuration is stored in the database which means the data belongs to you
The configuration will only be stored on your database which means your competitors will not benefit from it