Qrvey Support
Support Package
Your Success is Our Success.
We’re with you every step of the way.
Qrvey’s Support Team will assist and support you with your embedded analytics implementation with the Qrvey platform. Support will address general platform implementation questions, provide issue triage sessions, respond to platform service outages, and assist with platform usage inquiries.
What Do You Get?
Unlimited Incidents submitted through the Support portal.
Unlimited Zoom Meetings to assist with issue triage or to gain a better understanding of the use case and the desired output.
Dedicated Slack Channel to converse with the Support team directly about any issue.
3 Points of Contact within your organization who can submit a Support ticket and work directly with the Support team toward a resolution. Additional points of contact can be accommodated for a fee. Please contact sales@qrvey.com for pricing information.
Support Response SLAs
Critical Priority
Response SLA
Your production environment is completely inoperable or inaccessible to all users and requires immediate attention and intervention.
First response time: 1 Business Hour
High Priority
Response SLA
Your production environment is experiencing a severe issue that impacts a majority of users or an issue that is a critical blocker for development efforts.
First response time: 2 Business Hours
Medium Priority
Response SLA
Your production environment is experiencing a moderate issue that impacts a minority of users or a development issue that requires a timely response.
First response time: 1 Business Day
Low Priority
Response SLA
For informational and “how-to” questions or issues that have minimal impact to your production or development environments.
First response time: 3 Business Days
Support hours are 9am – 9pm ET, Monday through Friday excluding Federal holidays.