Support and Professional Services

Basic help-desk services

Available via (not charged to your budget of professional services hours)

  • Account creation or deletion
  • User setup or removal
  • SEO questions
  • Feed issues
  • Privacy requests
  • API questions
  • Individual SKU migration requests
  • Functionality and expected behavior questions
  • Bug investigations and fixes

Basic support and optimization

Not charged to your budget of professional services hours

  • Coaching on best-practice configuration, data use, and integration with business processes – during initial setup and ongoing
  • Performance assessment
  • System monitoring
  • Training
  • Moderation Optimizations
  • Introduction and enablement on new features

Support activities charged to your budget of professional services hours

Technical support for setup (new sites or new geographies, additional TurnTo products, re-platforming, site redesigns, and TurnTo version upgrades)

  • Technical guidance for widget and API integrations
  • Feed support and validation
  • Troubleshooting
  • Email configuration (changing header footer, minor design or copy changes)
  • CSS work (as is available in the TurnTo Theming guide)
  • Pre and post-launch testing
  • Site-wide SKU migrations
  • Third-party integrations (not requiring TurnTo custom work)

Project management

  • Scoping and timeline development
  • Project leadership
  • Status management

Major items that typically exceed the allotted annual budget

TurnTo will provide estimate for these requests and share how the request will impact the professional services budget. Additional hours may need to be purchased.
Custom feed work

  • Design and/or end-to-end custom CSS work, falling outside of what is supported in the TurnTo Theming Guide
  • Extensive email customization
  • Development work on your website (TurnTo doing all or most of the integration)

Core development work is excluded from normal support and professional services

  • Third-party integrations requiring custom TurnTo development work
  • Custom development work to support unique client requirements