Tealium Customer Support Overview

Tealium offers best-in-class customer support designed to maximize your investment in our platform. Our Customer Support Packages offer tiered levels with resources, guidance, and support for every stage after go-live. Our three plan options provide the right level of coverage to ensure you are successful.

Support Portal Login

Maximize your investment in Tealium with the right level of support for your business.

With self-service resources, personalized customer success strategies, and responsive support teams, we’re here to help you get the most value from Tealium after go-live. Tealium offers three levels of support tailored to best meet your business requirements. Customers may submit a ticket via web/email/phone as listed below. Tealium will respond during normal business hours: Monday – Friday, 8:00am – 6:00pm local Customer time (excluding local holidays).
  • Basic - Basic support is available to all Customers at no cost and is ideal for customers with experienced in-house staff, certified Tealium partners providing their support, or are comfortable with self-service support of the platform.

  • Enhanced - Our most popular Customer Support Package providing access to our responsive support team. Includes Basic support plus planned Zoom meetings, and online incident and service request ticket submission.

  • Premium - Includes everything in the Enhanced package plus Online Ticket submission for access to a Technical Account Manager, and priority ticket routing. The Premium Support Package is ideal for customers from highly regulated industries and/or with complex implementations who require expert guidance, optimization support, and personalized incident management.
Tealium Customer Support Package Comparison Tealium Customer Support Package Comparison
Two professionals in a discussion over a tablet, with one man pointing at the screen and the other looking on, both dressed in business casual attire in an office setting.

Basic Support

Basic support is available to all Customers at no cost. It includes Knowledge Base, Community Forum, Online Ticketing System access, and Voicemail Support for Severity 1 issues. Basic support is ideal for customers with experienced in-house staff, certified Tealium partners providing their support, or are comfortable with self-service support of the platform.


Basic includes support for the following Incident types:
  • Login issues
  • Tealium platform not working due to a Tealium issue
  • Product Activation and Deactivation service requests.
Customers also receive unlimited access to Tealium’s Learning Center and Education Platform.

Customers may submit a ticket via web as listed below. Tealium will respond during normal business hours: Monday – Friday, 8:00am – 6:00pm local Customer time (excluding local holidays).
  • Web Support Portal: support.tealiumiq.com
  • Can leave a voicemail but will be directed to support portal: +1.877.709.1987
Tealium provides the Customer Data Hub Status Dashboard at tealium.status.io for platform outages, incidents, and maintenance events. Customers can subscribe and receive e-mail notifications.

A cheerful man with a beard wearing a headset and glasses, gesturing while looking at a laptop, seated at a desk in a room with plants in the background.

Enhanced Support Package

Our most popular Customer Support Package providing access to our responsive support team. Includes Basic support plus planned Zoom meetings, and Online Ticket submission for the following incident and service request types:
  • Tealium platform not working due to customer issues 
  • Configuration Troubleshooting and How-Tos
Initial Response times (business hours):
  • Critical: 2 hours
  • Moderate: 4 hours
  • Limited: 8 hours
The Enhanced Support Package also provides two free passes per year to an instructor-led course.

A smiling man wearing glasses and a casual maroon shirt, looking at his smartphone with a laptop and notepad on the table in a bright home office.

Premium Support Package

Premium - Includes everything in the Enhanced package plus Online Ticket submission, access to an experienced Technical Account Manager, and Priority ticket routing with Initial Response times (business hours):
  • Critical: 1 hour
  • Moderate: 2 hours
  • Limited: 4 hours
  • Additional Services provided by the Technical Account Manager:
    • Regular review of support requests
    • Walkthrough of new features
    • Recurring technical meetings
    • Personalised incident management
The Premium Support Package includes Basic and Enhanced Support plus access to a Technical Account Manager. The TAM will be familiar with your specific applications of Tealium, the profiles within your account, and the business outcomes you are trying to achieve. The TAM will be available to support your team for regular check-ins, ad hoc questions, and any other necessary meetings.

Customers also receive an annual deep-dive account wellness review. The TAM will review all of the Customer’s support requests each month to ensure that any recurring issues are analyzed. The Premium Support Package also provides two additional (for a total of 4) free passes per year to an instructor-led course.

Customer Success Packages

Priority
0: Critical
1: Moderate
2: Limited
Description
A Critical outage: no workaround. Represents a complete loss of Services or significant features that are completely unavailable, and no workaround exists.
Moderate impact in production. A material defect in which the Services are functioning but Customer is unable to use a material portion of the Services.
Limited impact in production. A minor defect in which the Services are functioning but non-critical functionality of the Services is impaired.
Initial Target Response
Basic
NA
NA
NA
Initial Target Response
Enhanced
2 Business Hours
4 Business Hours
8 Business Hours
Initial Target Response
Premium
1 Business Hour
2 Business Hour
4 Business Hour

Terms and Conditions

  1. Customer must use the current Tealium processes to submit a request to engage Tealium Customer Success Engineers, and Customer may only submit requests for Service SKUs to which Customer has already subscribed. Customer should submit a new request for each separate issue.
  2. A Tealium Customer Success Engineer will review each request and determine if there is a need for a meeting to clarify the request or to discuss the topic. Some requests may be resolved without a meeting. Should the Customer Success Engineer determine that the request is outside the scope of the Customer Support Package, as set forth below, Tealium reserves the right to reject the request and advise Customer that a new Technical Services engagement would be necessary.
  3. These Customer Support Packages do not include or replace:
    1. New design or configurations
    2. Additional use cases
    3. Technical Services including but not limited to, adding new data sources, integrating with additional vendors, or configuring new use cases.
    4. Architectural consulting
    5. Implementation services for new subscriptions
    6. Wellness reviews (for Basic Support and the Enhanced Support Package)
    7. Configuration audits (for Basic Support and the Enhanced Support Package)
    8. Hands-on-keyboard work
  4. Any of the above requests would require a new Technical Services engagement.
  5. Customer Success Engineers are available during in-region standard business hours Monday to Friday, excluding local holidays. Customer Success Engineers are not available 24/7.
  6. Tealium reserves the right to exclude coverage for future products on a case-by-case basis.
  7. To the extent an account wellness review is included, it is limited to up to 1 account for up to 5 profiles.

Additional Terms and Conditions for the Enhanced and Premium Support Packages:

  1. The price for the purchased Customer Support Package will be evaluated against Customer’s annual Subscription fees commencing at the inception of the Service Order and re-evaluated upon amendment or renewal. If the price for the Customer Support Package is increased during the Service Term because of an amendment that modifies the annual subscription fees, the new price will be prorated for the remainder of the Service Term.
  2. All fees for the purchased Customer Support Packages are non-refundable, regardless of any termination event during the Service Term.
9605 Scranton Rd. Ste. 600
San Diego, CA 92121
+1 (858) 779-1344
By submitting this form, you agree to Tealium's Terms of Use and Privacy Policy.
9605 Scranton Rd. Ste. 600
San Diego, CA 92121
+1 (858) 779-1344
Solutions
Products
Resources
Company
Industries
Partners
Support
Legal