Tourpaq Support
At Tourpaq, we are dedicated to ensuring that you, as our valued user, have the best experience possible with our platform.
Create new support ticketYour satisfaction is at the core of what we do
However, in order to assist you effectively and resolve any issues as quickly as possible, we need your cooperation and commitment to follow the guidelines laid out in this guide.
You play an essential role in this process. Your clear and detailed description of any bug or issue helps our team understand the problem, pinpoint the cause, and work toward a swift solution.
This form is designed to walk you through the process of creating a proper support ticket and to highlight the information that will be most helpful to us.
General tips when creating a ticket:
Be Clear and Concise: Use plain language and be as specific as possible without unnecessary jargon.
Use Bullets or Numbering: Organize information in a way that's easy to read and follow.
Attach Supporting Materials: If you're referring to documents or other files, make sure to attach them to the ticket.
Be Patient and Courteous: Our developers will get to your issue as soon as possible. Being respectful and understanding can foster better communication.
How to define the priority of a ticket:
BUSINESS CRITICAL: Critical issues causing severe system failures or major disruptions across multiple incidents, with direct and significant financial impact. Immediate attention is required.
Please always include 24h. contact information in a Business Critcial ticket.
Outside of office hours, a call to our emergency number for attention is always required.
URGENT: System issues causing major disruptions, significantly affecting user experience and system functionality. Requires prompt attention.
Contact information within office hours are always required.
HIGH: Major problems impacting functionality or use experience significantly.
NORMAL: System challenges that do not prevent daily operations.
LOW: Minor support questions or requirements, suitable for future updates or regular maintenance.
NICE TO HAVE: Non-issue requests for information or guidance.