This document has been created by Taguchi® and is intended to be used for the purpose of advising users of the Taguchi® Marketing Automation system in the use of our support services and the OneDesk client support portal.
We have support staff across our two offices in Melbourne and Singapore.
Our technical infrastructure and hardware (eg. secure servers and applications) are located in USA, Germany & Australia.
If you encounter any issues with the Taguchi® interface or if you have any questions, this is the place to start.
Taguchi® support operates between the hours of 9:00am – 5:30pm AEST, Monday to Friday, excluding public holidays. There are various ways of contacting us to ensure that we can assist you promptly.
Our support portal is open to all clients to use. It enables you to contact Taguchi® and speak with a dedicated team of support experts to help resolve any issues that may arise.
The support team can also be reached via email. This is useful for workplaces that have limited access to external websites, which makes our support portal difficult to access.
User guides and documentation are available via the Taguchi® interface and the knowledge base to help guide you step-by-step through creating campaigns, sending activities, generating reports and much more.
If you have a frequently asked question, our knowledge base is the ideal place to find a solution.
Our client support portal can be accessed the following ways:
The support option in your Taguchi® organisation
** OneDesk is available via Taguchi 'Single Sign On' so your Taguchi account will give you direct access into the OneDesk portal. You no longer need a separate username and password to contact our Support team.
** If you do not have a Taguchi Marketing Automation account, you'll need to sign up for one via login.taguchi.com.au.
There is no need to register for a separate OneDesk account. If you have access to the Taguchi Marketing Automation platform, you will be able to access our client support portal.
If you don't have access to Taguchi, you'll need to sign up for an account via login.taguchi.com.au.
Alternatively, you can email our support team.
In order for our support team to help resolve your issue faster, please ensure you submit as much detail as possible in your support ticket.
This may be in the form of any error messages, browser type, email client used or any attachments such as images.
The more detail submitted in your ticket, the more efficiently we can help you to resolve it.
As a minimum, please provide the following:
Our data handling and security policy prevents us from accepting personal information via support (email or via the portal), so please do not send us data files containing personal information under any circumstance. For information on permitted data transfer mechanisms please contact us.
After submitting your ticket, you will receive an email confirmation. Please wait for a Taguchi® support team member to respond to your ticket.
If your request is urgent, please do not lodge further tickets. All tickets are allocated to a support team member and are responded to during work hours within the required service time requirements.
Below is an overview of a ticket:
Our data handling and security policy prevents us from accepting personal information via support (email or via the portal), so please do not send us data files containing personal information under any circumstance. For information on permitted data transfer mechanisms please contact us.
When you access the client support portal, you will be able to see your tickets all in the one place. By default, they are sorted by recent.
You can change the view to show popular tickets or use the filters on the left side menu to refine by 'your items', 'followed items', by type, by project or by status.
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If you are unable to access our client support portal, you may also lodge a ticket using email.
Simply send an email to support@taguchi.com.au with the ticket summary as the Subject, and the body of the email to describe your issue in detail. Supply as much information as possible about the issue and include screenshots if applicable.
You should receive an email confirmation once your email ticket has been sent to us stating that we have received your ticket request.
When replying to an email support ticket, ensure you keep the subject line in-tact and add your comments above the specified 'line' so our system can pick up your response.
Taguchi® offers a range of documentation and user guides to help you get started
If you are a first time user or if you are having difficulty with a function within Taguchi®, our eDM user documentation is a fantastic place to start. Formatted in an easy to understand guide, this document takes you through various functions within the interface, step-by-step.
Whether you need to find out how to set up a new campaign/activity, generate a report or find out more about our Smart Templates, our eDM user documentation is the first place to find the information you require.
Our knowledge base is a great area to find answers to common questions quickly. It has hundreds of articles related to the Taguchi® interface and back end which makes it a great resource for those just starting out, or those who are wanting to deeply integrate Taguchi® with their business.
Can’t find what you’re looking for? Try finding the answer using the search at support.taguchi.com.au
The table 2.1 represents the target system availability and technical support response times for the Taguchi® online application.
Whilst we always aim to exceed target availability and resolve issues as quickly as possible, often inside the timeframes below, the following times are target benchmarks and are not guaranteed. Additionally, the estimated times rely on all client initiated support queries being reported through the following support contact channels:
Taguchi® Application – Availability, Bugs, crashes & software outages
| Availability | The percentage of time that the Taguchi® application is available minus the impact time from any events (scheduled or unexpected) | Target 99.5% | |
| Problem severity levels and priority classifications | Problem Response and Resolution Goals | ||
|---|---|---|---|
| Priority Level | Description | Initial Response / Analysis | Update Frequency |
| Priority 1 | Crash: Taguchi® Application is inoperable, not functioning, data is being lost (e.g. 100% click or open tracking failure, all emails are not being scheduled for broadcast) | 2 Hours - initial response / 4 hours – analysis | 4 hourly |
| Priority 2 | Major: business outage or significant impact threatening future productivity. Very difficult to work around, system is somewhat useable. | 2 Hours - initial response / 4 hours - analysis | 4 hourly |
| Priority 3 | Minor: Problem impact high, production proceeding. Workarounds available | 4 hours - initial response / 8 hours analysis | Daily |
| Priority 4 | Cosmetic: no current significant production impact (e.g. GUI error, minor functionality not working properly but without impact). | 8 hours - initial response / As appropriate | As appropriate |
| Priority 5 | Feature Request or Modification: no production impact, request for product or feature enhancement | As appropriate | As appropriate |
Note:
All times are in normal business operating hours (9.00am to 5.30pm Mon-Fri AEST - excluding public holidays) and assume delivery of relevant information required for analysis.
Severity priority to be determined by Taguchi® and your authorised contact(s) based on nature of issue and urgency