Support
Getting Started With Tourplan#
Once you sign with us, we undertake to get you up and running as quickly as possible. We provide you with a test system, trainer and customer success manager to ensure your system implementation is tailored to your needs. Everyone has different objectives, so we work alongside you to recommend best practice and help you understand what to prioritise to ensure you can get value from your Tourplan system as quickly as possible.
myTourplan#
Our myTourplan user portal hosts the resources needed for you to find answers to your questions. With a vast range of resources available for the simplest or complex cases, use our AI search or drop-down menus to easily find what you need.
Resources include:
- User Manuals
- Knowledge Base
- Release Notes
Tourplan Ticketing#
If you need more help, your authorised users can send a ticket to our local Tourplan Support Team for assistance. We will endeavour to find a solution for you as quickly as we can. Tickets are prioritised by:
- Impact on your business - Can you continue to operate with a workaround. Is it a request or an issue that needs resolving to get you operating efficiently. Outages will always be treated as urgent.
- Complexity of the issue - Some issues require investigation before work can be scheduled. The better information we receive up front, the faster we can schedule tasks for you. In some cases, a risk assessment needs to be conducted to consider if the actions we need to take will impact other users.
What can you do to help?#
To help our teams help you, please ensure you provide us with as much information as you can in your ticket. For example:
- Is the issue impacting all users?
- Is it intermittent or constant?
- Which applications are affected?
- What is the error message you can see?
- Confirmation you have checked all browsers and other websites to isolate if it is an internet or browser issue?
- Include timestamps or screen shots where applicable.
- Can you replicate the issue in a test environment?
Selecting your ticket priority#
We rely on all clients fairly representing the priority of the ticket on submission to ensure everyone receives urgent service when they truly need it. These quick definitions are designed to help guide you in your selection.
- Low - Question, minor issue, or request.
- Normal - Issue with impact, work can continue.
- High - Major issue affecting key functions or multiple users.
- Urgent - Outage or critical issue causing significant disruption.