Tipalti Technical Support overview
This article explains how Tipalti Technical Support works: what we cover, how we define severity, the response times you can expect, and how to reach us or escalate a ticket.
Our mandate and scope
Tipalti Technical Support is your point of contact for incidents and issues relating to the service, functionality, or availability of the Tipalti platform.
When you create a ticket, a Support Engineer reviews the information you provide, assigns the issue a severity level using the definitions below, and works it toward resolution.
Technical Support covers platform issues such as outages, errors, and functionality problems. It doesn't cover optional add-on services.
Severity definitions
We classify every incident into one of three severity levels based on its impact:
| Severity | Definition | Initial response time target |
|---|---|---|
| Sev 1 | Urgent payment issues that require immediate resolution, or a key Tipalti service is unavailable (for example, the payee portal, the Tipalti Hub, or another critical part of the platform). | 2 hours |
| Sev 2 | A Tipalti service is unavailable to a subset of payees or Tipalti Hub users, or a critical function is degraded. | 1 business day |
| Sev 3 | Non-critical functionality is unavailable, or the issue affects only a small number of users without impacting critical functionality. | 2 business days |
Response time is measured from when you first report the issue to Tipalti to when we acknowledge it and begin work.
Response service level policies
Initial response
Our target time to first acknowledge and begin working a new ticket depends on its severity level: 2 hours or sooner for Sev 1, 1 business day for Sev 2, and 2 business days for Sev 3.
Ongoing updates
Technical Support provides status updates on a cadence appropriate to severity until the issue is resolved, more often for higher-severity issues. If the expected update cadence on your ticket isn't specified, ask your assigned Support Engineer.
How to contact Support
| Help Center | Accessible from the Tipalti Hub. See Access Tipalti help resources. |
| Web form |
help.tipalti.com/hc/en-us/requests/new Requires signing in through the Tipalti Hub. See Submit a new support ticket. |
| Phone | North America toll-free: +1 800-305-3550, option 2 International: +1 (650) 319-8999, option 2 |
| Support hours |
ET: Monday–Friday, 3:00 AM – 9:00 PM PT: Monday–Friday, 12:00 AM – 6:00 PM UTC: Monday, 8:00 AM – 11:59 PM; Tuesday–Friday, 12:00 AM – 2:00 AM and 8:00 AM – 11:59 PM; Saturday, 12:00 AM – 2:00 AM. During US daylight saving time, UTC hours are one hour earlier. Excludes US national holidays. |
How to escalate a ticket
Escalation requests: what and why
An escalation routes your ticket to Tipalti Support Leadership when the standard support process isn't working as expected. For example, progress has stalled, expectations were missed, or communication has broken down.
To keep escalations effective, please reserve them for the right situations:
- Follow the standard support process first. Most tickets are resolved fastest that way.
- Provide complete details up front to reduce back-and-forth (see below).
Don't use escalation to request an update, provide missing information, or change a ticket's severity.
When to escalate
- Your ticket hasn't received an initial response within the target time for its severity (see Severity definitions).
- You've followed up and aren't seeing progress or a clear next step.
- The assigned severity doesn't reflect the actual business impact.
- Communication has broken down, or expectations set by Support haven't been met.
What to include in an escalation
- Reason for escalation: Where and why the standard process broke down.
- Business impact: Who's affected, the severity, timelines, and any critical milestones.
How to escalate
- Recommended: Escalate the ticket directly from the Tipalti Help Center. For step-by-step instructions, see Ticket Escalation Process.
- By email: Write to escalation@tipalti.com and include your ticket number so we can pick up the full history without delay.
After you escalate, a Support leader contacts you within 1 hour during regular business hours to review your concern and discuss next steps. Escalating doesn't change the ticket's severity on its own. Support management changes it after review, if needed.