Introduction

This document has been created by Taguchi^® and is intended to be used for the purpose of advising users of the Taguchi^® Digital Marketing system in the use of support services.

About Taguchi^®

Taguchi^® is a world-class, enterprise-level digital marketing platform. It integrates with a range of existing data sources. It has powerful analytics, sophisticated automation, and patented optimisation technology.

But what sets Taguchi^® even further apart is its ability to accurately predict your short and long-term ROI. Understanding the lifetime value of your database enables you to plan and implement your marketing strategies with more confidence than ever before.

For marketers, retailers and publishers, Taguchi^® is much more than a one-to-one communications tool. It’s a window to the future.

We have staff across our two offices in Melbourne and Sydney, where we operate our commercial, administrative and R&D resources.

Our technical infrastructure and hardware (eg. secure servers and applications) are located primarily in the USA. Our Technical Development resources and support are based in Australia, which provides greater flexibility in custom integration options and on-going support to clients.

Getting help

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.

Registration is free and only takes a minute.

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 support portal 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.

Creating a ticket using the portal

Access

Our support portal can be accessed the following ways:

1. The support tab in your Taguchi^® organisation
2. Directly via the support portal

Register

Registering is free and easy. It will take less than a minute to be up and running. Head to our support portal here and click “Sign up for an account".

Next, fill in your details. Ensure you double check your details to ensure they are correct and fill in the Captcha correctly.

After clicking ‘Sign Up’, a confirmation email will be sent to your nominated email address and you will immediately gain access to our support portal.

Submit a support ticket

From the support portal main page, you can click on one of the following options:

• General Support

  For all general support enquiries such as reporting bugs, system issues or general questions about the functionality and use of the Taguchi^® interface.

• Templates

  For all template specific issues with any of the Taguchi^® Smart Templates and Webforms.

• Reports & Extracts

  For all report and extract issues relating to generating reports or extracting data through the Taguchi^® interface.

• Subscriber Management

  For all issues relating to subscribers including updating subscriber data and subscription management.

• Integration

  For all requests and issues regarding integration with external databases and systems and access to Taguchi^® API’s.

• Custom Development

  For all enquiries and requests for custom development work by Taguchi^®, such as new Taguchi^® Smart Templates or Webforms, custom reports, and data extracts.

• Feature Request

  If you have a feature request for us to consider, please log a ticket using the feature request category.

After clicking on the relevant category, you will be taken to a screen where you can add a summary, detailed description and any attachments.

Important information to include in tickets

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:

• Platform version, i.e V4 or V5
• Name or ID of your organisation
• Campaign ID, Activity ID or Subscriber List ID relevant to your issue or question
• Email client and the version used.
• Browser and version (if relevant to your issue). If you don’t know this information Support Assistant can help you detect this.
• Email client and the version used. If you don't know this information Support Assistant : Check your email version will help guide you on finding this.
• Screenshots of any error messages or rendering issues. If you don’t know how to do this Support Assistant : How to take a screenshot can help you

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

How to add a comment to a ticket

1. Add your comment to the text box "Comment on this request..." at the top of the ticket.
2. Click the 'Add' button to submit your comment.

How to add additional people to tickets

If the person you wish to add to the ticket is not a current user in the Taguchi support system, they will need to sign up here.

Once you have confirmed they have signed up for a support account, you will then be able to add them to the ticket:

1. Click the '+Add people' button on the right hand side of the ticket
2. Type the email address of the person
3. Click the 'Add' button

The person who's email has been added will now be able to see and participate in the ticket either via the support portal or email.

How to attach a file to a ticket.

Please Note: In order to view the files you've added to a ticket, they must be attached via the support portal. Files added to a ticket via email cannot be viewed in the support portal. It's also important to note:_

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.

To attach a file

1. Click on the comment text box. The 'Add attachment' button will appear
2. Click on the 'Add attachment' button
3. Navigate to the file located on your computer
4. Select the file and click open

The file will now be attached to the ticket and any support representative will be able to view and download the attachment.

You may also include the attachment in your comment by using [^filename.extension]. This will make the attachment into a link so it can be downloaded by anyone who has access to the ticket via the support portal.

How to view your tickets

After logging into the support portal, view your requests/support tickets by clicking on the 'My requests' (shown in Figure 1) link in the top right hand corner of the support portal.

How to filter your tickets

The requests dropdown menu (shown in Figure 2) allows you to filter your requests by All, Open and Closed requests. The requests dropdown will show all open tickets by default.

How to update your profile

You can view your profile by clicking on your profile avatar and selecting 'Profile' located in the top right hand corner of the support portal.

Once you have access to your profile you can edit profile details or change your password.

To update your profile name or your timezone click on 'Edit' or the 'Edit your profile' link located on the right hand side of your profile. Enter a new name or update the timezone and click 'Save'.

To change your password, click on the 'Change your password' link. This is located under the 'Edit your profile' link. A light box will appear and you will be asked to enter your current password and then your new password twice. Once you have entered these, click 'Update'.

How to reset your password

If you forgot your password, you can reset it by following below.

1. Go to the login screen.
2. Click on the 'Forgotten your password?' link.
3. Enter your username and click "Email me". If you aren't sure, please feel free to ask us.
   Note: Your username in support portal can be different to your Taguchi username.
   
4. If the request is successful, you will receive an email to reset your password from "support@taguchimail.com".
5. Follow the link in the email to pick your new password.

Creating a ticket using email

If you are unable to access our 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 so our system can pick up your response.

_Please Note: Our support team members cannot send attachments via email support tickets. To view attachments within a ticket, please log in to the support portal._

Documentation

Taguchi^® offers a range of documentation and user guides to help you get started

eDM user guide

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.

SMS user guide

Taguchi^® makes it easy to send marketing messages by connecting to SMS gateways and providing an SMS template that can be activated either via a manual broadcast; or triggered using our API.

Our SMS documentation will help you understand the basics of sending SMS and creating your first SMS campaign/activity.

View SMS User Guide

Knowledge base

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.

Access the Knowledge Base

Can’t find what you’re looking for? Try finding the answer using the search at support.taguchi.com.au

Service Levels & Technical Support

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:

1. The Taguchi Support Portal via the Support tab in the Taguchi^® interface, https://taguchi.com.au/support or as advised.
2. Email support@taguchi.com.au or as advised.

Taguchi^® Application – Availability, Bugs, crashes & software outages

Note:

1. 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.

2. Severity priority to be determined by Taguchi^® and your authorised contact(s) based on nature of issue and urgency