Contact channels, response targets, escalation paths and enablement — everything your administrators need to keep learning running.
Every TalentRayz customer gets a named point of contact and access to our support desk. Start with the channel that matches what you need — it gets your request to the right team fastest.
support@talentrayz.com — platform issues, configuration questions, user and access problems, content and reporting help. Monitored during support hours.
Named Customer Success Manager for enterprise customers: adoption planning, quarterly reviews, roadmap input, training and rollout support.
security@talentrayz.com — suspected vulnerabilities, security questionnaires and incident queries. See responsible disclosure.
sales@talentrayz.com — new portals, additional user tiers, module add-ons, renewals and commercial questions.
Learners should contact their own organization first. Course assignments, deadlines, enrollment and certificate queries are managed by your company’s L&D or HR administrators, who can resolve most requests directly in the platform.
Standard support operates Monday to Friday, 9:00 AM to 7:00 PM IST, excluding public holidays. Critical (P1) incidents are handled outside standard hours where the applicable agreement provides extended or 24×7 coverage.
Response targets are indicative of our standard support model. Contracted service levels are governed by the Service Level Agreement in your enterprise agreement, which prevails where it differs.
We triage every ticket against four priority levels so the most disruptive issues get attention first. First-response targets are measured in support hours from the time a ticket is received.
Platform unavailable, or a core function blocking learning for a large group of users, with no workaround.
Handling: Continuous effort until service is restored or a workaround is in place
A major function is significantly degraded or a sizeable group is affected; a partial workaround may exist.
Handling: Daily updates until resolved
A function behaves incorrectly for a limited set of users, with a reasonable workaround available.
Handling: Scheduled into the next appropriate release cycle
Cosmetic issues, usage questions, documentation gaps, and enhancement requests.
Handling: Addressed in a future release or answered directly
Tickets that include the following are typically resolved without a second round of questions:
Please avoid sending passwords. Our team never needs your password to investigate an issue.
Support covers the operation and configuration of the platform as licensed:
Work that sits outside standard support — custom development, bulk content authoring, data migration, bespoke integration build, and on-site or bespoke training programs — is delivered as a scoped professional-services engagement. Your account team can quote it.
Structured enablement for your L&D, HR and IT administrators covering configuration, user management, content operations, reporting and governance.
Guided setup of portals, branding, organizational structure, SSO, HRMS integration and content migration during rollout.
Administrator and learner documentation, configuration guides and release notes, available to licensed customers through your account team.
Periodic reviews of usage, completion rates and program health, with recommendations to lift engagement across your learner population.
Planned maintenance is scheduled in low-usage windows and communicated in advance to nominated administrator contacts. Emergency maintenance may be carried out at shorter notice where it is required to protect the security, integrity or availability of the platform.
During an active incident, nominated administrator contacts receive updates on impact, progress and expected resolution. After a significant incident, enterprise customers can request a post-incident summary. Incidents affecting the security of customer data are handled under our incident response process.
If a ticket is not progressing in line with its priority, escalate in this order:
Keeping the original ticket reference on all correspondence preserves the full investigation history and avoids restarting the triage.
Email our support desk with your portal URL, affected users and business impact, and we will triage it against the priority levels above. Enterprise customers can also reach their named Customer Success Manager directly.
