Support & Service Level Commitments

TargetX uses the TargetX User Community to track Support Cases from open to close. A “Case” means any support issue submitted to TargetX via the TargetX User Community Cases tab in the TargetX Products, by email to support@targetx.com, or toll-free by phone at  888-812-7280. TargetX reserves the right to update this Service Level Agreement. Updates, along with the most current version of this agreement, will be available within the TargetX User Community.

What is supported?

TargetX supports:

• TargetX Products.

• For Premier Services, the warranty period applies only while the applicable Premier Services contract remains in effect.

• For Professional Services, including customizations or extensions to TargetX Products, the warranty period is 90 days from the completion of the work, unless otherwise specified in the applicable statement of work.

• The core product functionality of Third-Party Products which is bundled by TargetX for use in conjunction with TargetX products.

What is not supported?

TargetX does not support:

• Technical issues or questions related to third-party applications that are not specified in the Third-Party Products in the Order Form.
• Any customizations or extensions of TargetX Products or Third-Party Products (1) not built by TargetX, or (2) which are built by TargetX but are past the warranty for Premier or Professional Services in the Master Service Section 5(a) of this Agreement.
• Versions of the TargetX products that were released more than 12 calendar months ago.
• Questions and/or technical requests submitted to TargetX related to future product functionality requests.
  • These types of requests are considered “Ideas” rather than “Cases”.  These ideas are routed to the TargetX Ideas Tab on the TargetX User Community.  Submitted Ideas can be promoted by other clients using the TargetX User Community and are monitored and reviewed by TargetX's Product team.  Any Ideas submitted to TargetX shall be deemed owned by TargetX, and the Client hereby assigns all its rights in Ideas to TargetX for no consideration.
• Salesforce Standard Functionality
  • TargetX is powered by Salesforce, which means that TargetX is built upon the Salesforce platform, similar to how an app is built upon a mobile phone.  There will be times when an inquiry to the TargetX Support team will require the Client to submit a case directly to Salesforce.
  • While Cases regarding standard Salesforce functionality may be submitted to TargetX Support, and while TargetX may attempt to assist with such Cases, Support may refer such a Case to Salesforce at TargetX's sole discretion.  When this happens, the Client will be asked to open a case directly with Salesforce. 

Priority Level Definitions

• System Down: your system is down, or inaccessible to all users. Data integrity is compromised. This issue requires immediate, urgent attention. A component of the system is completely inaccessible. This may include:
  • ​No student can log in.
  • No student can submit an application.
  • No users can create Inquiry or Event Registration forms.
  • No users can process data loads (Informatica).
• High: examples include:
  • ​Email communications sent through TargetX cannot go out.
  • Email Content cannot be created.
  • Events cannot be created.
  • Unable to collect Application Fees or Enrollment Deposits.
  • Students/users cannot register for Events.
  • Students cannot submit Applications.
  • Users cannot review Applications.
  • Student-facing errors.
  • User cannot log in.
• Medium: major functionality in your production CRM is affected, and multiple users or students are unable to perform necessary activities in the system. This issue could cause serious interruptions to critical processes or negatively impact business. Examples include: 
  • Users cannot create Reports​.
  • Users have questions about user Permissions.
  • SOQL Query Errors.
  • Error message for internal staff and not students.
  • Group Assignment issues.
  • Product configuration questions.
  • Group Assignments not assigned as expected.
  • Payments are being submitted but not showing in CRM.
  • Event Confirmation emails are not being sent.
• Low: issue affecting some but not all students or users of the TargetX Product or Third-Party Product. The system is still working overall as expected, but help is needed in addressing the specific use of the product. Examples include: 
  • Internal users cannot view the Event calendar in the CRM​.
  • How-to questions.
  • Documentation requests.
  • New feature enablement.
  • Sandbox issues.
  • Email Broadcast Data not loaded.
  • Data Import questions.
  • Informatica Import template requests.
  • How to change logo/image in Events.
  • License provisioning requests.
  • Request for install links/package installs.

Timeline

All cases are unique, and software issues cannot be guaranteed to be resolved in a specific timeframe. TargetX will address and respond to cases in the above severity categories as follows:

1. System Down = 2 hrs
2. High = 4 hrs
3. Medium = 12 hrs
4. Low = 24 hrs

Response times are calculated based upon receipt of the case within TargetX standard business hours in the local time zone.  TargetX also offers on-call Product support for "System Down" issues outside core available hours and will post updates to the TargetX Announcement header in the User Community when a known issue is present.

Note:  while TargetX’s goal is to solve the issue as quickly as possible, these times are used to indicate an initial response to the Case.

Supported Versions

TargetX Products are provided as “managed packages” and cannot receive push updates. This means that if an issue is identified as requiring a code change, you will be required to upgrade your package to resolve it.

TargetX publishes tri-annual package updates that include both product enhancements and bug resolutions.  To that end, it is highly recommended to be on the most recently published packages. 

Issues submitted for packages released more than 12 months ago will not be actively pursued in the troubleshooting process, and the first step toward resolution will be to upgrade to the most recent package.

Product Versions

TargetX product releases are planned three times annually. Release packages are typically targeted for January, May, and September; however, these target months are subject to change. Off-cycle releases may be introduced as needed to address critical issues or support standard imports.

We use a monthly naming convention and associated package numbers to correlate, such as February ’26 (2602.00), May ’26 (2605.01), etc.

These releases may include new functionality enhancements (significant or minor) and defect fixes. These releases, along with associated documentation, are available in the TargetX User Community.

Support Case Process

1. New: when a Case is created, an automated email is sent to the Client confirming receipt and providing Case details.
2. Assigned: a member of the TargetX Support team will review the Case. TargetX reserves the right to update any field that defines the Case.
3. Investigation: subject to standard support hours, the Client will be contacted within the appropriate response time. All communication will be maintained in the Case Comments section or Chatter Feed on the Case. Phone calls or email updates separate from the audit trail in the Case Comments will be made as necessary, and a phone call may be requested by the client if desired.
   1. ​If a solution has been implemented and accepted, the Case is closed.
   2. If a solution has not yet been found or if the solution has not been accepted, TargetX will move to the next step.
4. Collaboration: communication will continue via Case Comments and follow-up calls until a solution has been implemented.
5. Solution: after a solution is implemented and the Client accepts the solution, the Case is closed.
   1. ​If the Client does not respond to the solution provided in the Case within 3 days, a follow-up email will be sent to the Client.
   2. If the Client does not respond within 2 days of the follow-up email, the Case will automatically be closed. An email will be sent letting the Client know that the Case has been closed.
      1. If the Client does not respond to the solution provided in the Case within 3 days, a follow-up email will be sent to the Client. 
      2. If the Client does not respond within 2 days of the follow-up email, the Case will automatically be closed. An email will be sent to the Client letting them know that the Case has been closed.
         

Note: cases will be closed when a solution has been implemented or a defect has been logged with Product & Technology.  However, Cases may also be closed without a solution if the Client is non-responsive for an extended amount of time.  Whether a solution has been implemented or not, any Case can be reopened if further assistance is needed.  Cases that meet our "Silent Acceptance" criteria will be automatically closed. 

Additional Notices and Hours of Availability

If a client chooses to use configurations for security or sharing settings outside of TargetX recommendations, the client assumes all responsibility and liability for all risk incurred. 

Support is available for case response and resolution: Monday - Friday, 8:30 AM to 5 PM, Local Time for the Continental United States. After hours, on-call support is available for Urgent, Production-down scenarios 24/7 by calling our toll-free number (888-812-7280) and pressing option 7 to reach the answering service, which will then alert the Support team member on call to reach out to you.

The TargetX User Community and Help Center are available 24 hours/day. 

Premier Services

Clients who have purchased Premier Lite, Premier, or PremierX Subscriptions have contracted for Services in addition to those allowed in our Standard Support SLA.  All Premier Service requests are tracked through the TargetX Case system and communication will be maintained via the case. All Premier engagements are virtual. All Premier Services cases will follow the Service Level Agreement (SLA) outlined here. TargetX reserves the right to update this Service Level Agreement. Updates, along with the most current version of this agreement, will be available in the TargetX User Community.  

Premier Service offerings by subscription level are outlined below: