Introduction
Below you can find an overview of the ticket categorization based on its degree of severity and the connected first response and resolution time of the help desk. Please note that the resolution time for Medium and Low findings is based on the assumption that there is no bug (core software issue) involved.
The below time estimations are applicable to support tickets and initial phone calls within business hours. Be aware that phone calls are seen as a source of information and the client cannot expect their issue to be solved within the first phone call, as deeper investigation is necessary.
The submission of support tickets is advised as the Support desk will receive more detailed information via the ticket system which leads to more efficient problem solving. Furthermore, all information is collected within one conversation, which facilitates the support from our agents. The severity of a case is assesed by Survalyzer, not by the client and it is the clients’ responsibility to plan sufficient time for programming, testing and launching a survey.
| Degree of Severity | Impact | Time to first response (TFR) | Maximum resolution time |
| High | Data collection of ongoing survey is for a majority of respdondents disrupted | 2h | 12h |
| Medium | Behavior of a survey o.e. is not as expected in the final testing phase | 3h | 48h |
| Low | Behavior of a survey o.e. is not as expected prior to data collection | 4h | no expected resolution time |
Note: Time to resolution is calculated from the moment all neccessary information has been provided to Survalyzer. A feasible work-around is considered a solution too.
Support Requests with High degree of Severity
Any support request which involves a problem that prevents ongoing data collection from continuing, such as:
- Survey access problems for an ongoing survey for a majority of the respondents
- Data collection problems for an ongoing survey for multiple interviews
Only in case a high severity issue occurs outside of business hours, you can contact Survalyzer on emergency@survalyzer.com.
Support Requests with Medium degree of Severity
The survey and distribution process has changed between the testing phases. In the final stage before the launch, the configuration does not work as expected. This can be:
- Change in the survey or data structure compared to previous test data
- Survey Access not working as experienced prior
Support Requests with Low degree of Severity
Any support request involving a non active survey, such as:
- Survey Configuration
- Report Configuration
- General questions about the software
Note: it is the clients responsibility to plan sufficient time for testing prior to launching a survey to define the expected behavior of all elements involved.
What is not included in free first line support
| Type | Description |
|---|---|
| Survey, Message, Report and Export Layout requests | Layout changes: – Survey Layout – Message Layout – Report Layout – Export Layouts (Powerpoint & Word/PDF) |
| Data Restoration | Survey, Member, Report or Message data that is deleted by the client |
| API consulting | Anything related to our developer documentation |
| Product Trainings | Product trainings are given during the onboarding phase |
| Survey and Report Programming | Survalyzer does not program surveys or reports on behalf of a customer as part of first line support |
| Survey Consulting | Example: Client programs a randomisation and fails (e.g. show randomly 3 out of 5 questions) Explaining in general how randomisation works, based on a sample questionnaire that is copied to the client workspace is support, but programming or adjusting the sample questionnaire or client survey is paid support. Checking multiple filter conditions is paid support. |
| Report Consulting | Included in Support Basic explanations on how report features work (e.g., how to create segments or apply filters). Provide examples or templates of technical solutions, if available, to help the client understand and apply them independently. Paid Support In-depth investigation or customization for advanced report features, such as applying technical solutions to existing reports, analyzing large datasets, checking calculations and filter conditions or examining loading times, is available only for clients with a SLA. |
| External Panel Providers | The generic setup and testing procedure is described here: 1. External Panel Provider: How to set up my survey. 2. External Panel Provider: How to forward to Survalyzer. 3. Third Party Sample: How to test my Setup If Survalyzer needs to be involved in the setup or testing phase this is not part of first line support. |
| Value Assignments/Scripting | Complex Functions as described here: Value assignment – Survalyzer Help Center and here: Sript – Survalyzer Help Center |
| Regular expression | Everything related to Regular Expression |
| Breaking the fair use policy of free 1st level support | The frequency of free support requests depends on the license type. |
Note: Survalyzer offers the services listed above as part of a Service Level Agreement (SLA). Contact our sales team to get a extended support contract.
Efficient Support request submission
Please keep in mind that for the efficient handling of any support request a detailed and clear description of the exact problem is crucial. Providing accurate information will drastically improve the speed and precision of our support.
Please use the built in “Create support request” form in Survalyzer
Creating support tickets is possible from within the application on every page in the header with the link “Create Support Request”: See the following screenshot:
By clicking on the button a window appears, where you can add all required information which you would normally write into an email.
So what makes the difference in comparison with a regular email. After pressing the create button the following information is transmitted to Survalyzer:
| Tenant | The unique identifier to find the customer in our system |
| The email of the logged in user, which makes clear which user this ticket relates to | |
| Name | The Survalyzer user name |
| User Role | The role of the user which could be User, Workspace Admin or Account Admin |
| License | The assigned License which could be Essential, Professional or Professional Analytics |
| URL | The URL where you created the ticket, this is very important since it tells us the workspace and the survey or sample you are referring to. Always create the ticket on the page you have the question or the issue |
| Ticket Type | Tells us if you have a question or if you think you discovered a bug |
| Description | This is basically where your information you’ve entered appears |
| Attachments | All attached files are available for us to check. Screenshots are always helpful to understand what you are referring to and how we can help. |
As you can see, tickets being created out of the application contains a lot more meta information about you and your license which helps us to identify you and find the best solution for your license type. Also the URL provides us the context what you are currently working on. It frees you from the obligation to provide all the information and helps to get a faster response.
Additional tips
Context is key in finding the best solution. Therefore take the following into consideration:
- You can easily copy-paste screenshots into the description box
- Provide details about any specific configurations that you applied
In case you can’t access your account to create a ticket please see this page. You can also reach us on support@survalyzer.zendesk.com.
Phone Support
Phone support entails the option to request contact via phone or leave a call back request.
The official support times are from 09:00 to 17:30 Central European (Summer) Time:
International: +31 (0)30 340 00 70
Germany: +49 (0)180 5 787 839
Switzerland: +41 (0)840 787 839
In case no agent is available at the time of calling, always leave a voicemail message, including your company name, phone number, workspace, survey and question. The agent will call back as soon as available. We also recommend to create a support ticket to provide more context and allow easy follow-ups.