Saturday Support Policy

This help topic is applicable to the following TireMaster applications:

TireMaster Point of Sale	TireMaster Plus	TireMaster Corporate

Saturday support is available on a best effort basis for critical tickets logged via the Autotask client portal. When you log a Saturday support request in Autotask, we will do our best to find an available analyst to help you. If an analyst can’t be found, your call will be first in the queue on Monday morning. For information about critical support requests, see Support Priority Levels.

To ensure your Saturday support requests are added to the queue as critical calls, log them through the Autotask portal instead of by email. When a support request is logged with the portal, you can classify it as critical. Requests made by email, however, are all added to the queue as normal calls. Therefore, the only way Support will receive a critical call on a Saturday is to log the call with the portal.