Getting help
- Help button inside TolaData (bottom left): chat with our customer support team
- Email: support@toladata.com
- Guides button inside TolaData (bottom left): the in-app product tour, with self-paced guides and tutorial videos
- This online Help Center
Response times
- Support requests by email or live chat: a response within 60 minutes during business hours and within 24 hours outside business hours.
- Technical issues are classified by severity and prioritised. Our technical team is on standby 24/7 for critical issues.
- Guaranteed platform uptime: 99%.
Training
TolaData offers facilitated online webinars, which can be purchased in addition to user licences. In our experience, a 2-hour session is enough to induct new users.
Hosting and backups
- TolaData GmbH is a German company. The application is hosted in Germany and complies with EU data-security regulations, with hosting compliant with ISO/IEC 20000, ISO 27001 and ISO 9001.
- Data is stored in parallel in two data centres in Germany, so it stays available even if one data centre has a problem.
- Automatic daily backups are kept on separate machines, partitioned and decoupled from the same power supply.
- TolaData provides full hosting, security management, backups and technical support.
Browser requirements
TolaData is web-based, so nothing needs to be installed. It is optimised for Google Chrome or Microsoft Edge, version 80 onwards.
Data ownership, GDPR and retention
- You remain the owner of your data at all times. We retain or delete it according to your requirements.
- Under GDPR we delete personal data about users (such as names and email addresses) on request, or 1 year after an organisation stops being a client.
- Your organisation is responsible for complying with relevant legislation and its own data policies for the data it enters into TolaData.
See our Terms of Use and Data Privacy Policy.
