Standard Support Process

Standard Support Process

The Tydy Support team works in conjunction with your company's internal IT/Support team. Here is how our Standard Support process works.

To get help from Tydy Support, your internal team (pre-assigned contacts) can email support(at)tydy.it. Coming soon: We are working on providing our customers a form based Support system to log their requests.

image.png

 

Categorization of Support Issues

Support for Tydy can be categorized into two types: Knowledge & Technical Issues 

image.png

 

Incident Submission

Incidents are to be submitted to Tydy by a supported contact through the supported channels as indicated. In order to expedite the resolution of Incidents, Tydy expects that Customer to provide as much information requested below:

image.png

 

Closure of Incidents

After assigning a Priority Level, Tydy will use contractually agreed efforts to provide initial responses and updates. Incidents shall be closed in the following manner:

image.png

 

    • Related Articles

    • Getting support from Tydy

      If you're having trouble with access to Tydy. For any issues during the login process, send us an email at <support@tydy.it> with your email address and domain name or simply forward your invitation email to us highlighting the issue and we will help ...
    • Create a Support Request

      Fill the form below to make a support request. https://forms.clickup.com/f/83r7e-2191/EEU5MUD5ZXOZLJMKDM
    • Internal Support at your company

      While the Tydy will support your internal business/IT teams through support channels, we recommend the following to reduce the reliance on Tydy's support: Internal Support An internal ‘support or help email’ is critical to have to allow anyone using ...
    • 2022 Holiday Schedule

      Here is a list of upcoming holidays which are considered non-business days for our team. The Tydy Support team will only provide Limited Support during these non-business days. *Limited Support will only include support for critical issues that are ...
    • Logging into Tydy

      Learn how to successfully login to the Tydy platform   Lookout for your Invitation Email: Once you accept the offer, you will receive an invitation email with your email address and domain name details to login to Tydy. Recommendation: Please do ...