Talkdesk will typically provide at least 90 days prior notice on critical product changes. A change is considered critical when it involves one or more of the following:
- Material change in the way the user interacts with the product
- Backend updates that require action from Administrators
- Introduction of functionality like entitlement or seat allocation that may indirectly affect billing
- Product end-of-life, feature deprecations, upgrades, and/or migrations
Talkdesk strives to notify customers on the above via Product Notice. In general, Product Notices are published on Talkdesk Knowledge Base in the Product Notices section and are included in the Weekly Digest (if Followed). For greater awareness, other channels, such as email and in-app notifications, may be used.
When Product Notices are sent by email or in-app, the recipients are users with the default “Administrator” role or custom roles that contain the name “Admin.”
Talkdesk recommends all customers to:
- “Follow” the Product Notices section of the Talkdesk Knowledge Base to receive an inbound email when a new Product Notice has been added. Learn how here.
- Keep key points of contact within your account up to date. Review role and email address, to ensure the correct users (Administrators) are notified and have access to pertinent technical communications from Talkdesk.
For adjacent notification policies see: End of Life, Scheduled Maintenance Policy, Talkdesk Operations Status Page.