Simple Support Procedures
This document is intended to provide a quick overview of how
to obtain technical support for TAME. It does not replace the official Terms of
Service at https://www.tametest.com/TermsOfService.
During your initial 30-day evaluation period, and while you
or your company hold a valid, paid TAME Professional or Enterprise license, you
are entitled to technical support in order to resolve problems in your use of
TAME (the “Service”).
All initial contacts shall be by email. Send a support
request to firstname.lastname@example.org.
Include your contact information (email and phone number),
your TAME login ID, the URL of the project or test in question, and a
description of the problem.
While our technical support staff investigates the problem,
please do not modify the project or test without notifying us.
We reserve the right to reject unsolicited telephone calls
until an initial support email has been sent and acknowledged by us.
Resolving Support Issues
TAME technical support will acknowledge your email within 2
business days of receipt, unless a higher priority service agreement has been
Support follow-ups shall be conducted exclusively by email,
telephone, or by a videoconference service of our choosing. Telephone or
videoconference communications shall be scheduled at mutually-agreeable times.
In the event that your problem or issue is due to a fault in
the Service, Model Compilers will, at its discretion, update the Service to
correct the fault. Model Compilers may request that you use a pre-release
(“beta”) site before the correction is made to the main site.
Consulting / Training Recommendations
If, in the determination of TAME’s technical support staff,
your problems or issues are not caused by faults or defects in TAME, the
technical support staff will suggest a paid training course and/or consulting
service in order to help resolve your problems or issues.