Technical Support Packages

Standard, Team and Enterprise Support

Qrvey offers different Technical Support packages to meet the needs of all our customers.

Standard Support

Standard Support is included with every subscription purchase and includes online documentation and e-mail support with an as-available response time.

There is no SLA with this package. To contact Qrvey’s support team, email help@qrvey.com

Team Support

Team Support is recommended for Team license packages and provides access to our support team via our help desk system. To purchase a Team Support package, contact sales@qrvey.com.

Team Support hours are 9am-6pm EST, Monday through Friday, excluding US holidays and include up to 3 named points of contact.

Enterprise Support

Enterprise Support is required for all Enterprise license packages and provides comprehensive support to cover your support needs via a dedicated Slack channel in addition to an account on our help desk system for issue tracking. To purchase an Enterprise Support package, contact sales@qrvey.com.

Enterprise Support hours are 9am – 9pm EST, Monday through Friday, excluding US holidays and include up to 3 named points of contact.

Priority levels

Support issues are categorized into four priority levels to ensure you always get the time and attention you need.

P1 – Critical

Your Qrvey production environment is completely inoperable or inaccessible to all users.

P2 – High

Your Qrvey production environment is experiencing a severe performance issue that impacts a majority of users.

P3 – Medium

Your Qrvey production environment is experiencing a moderate performance issue that impacts a minority of users.

P4 – Low

“How-to” questions, issues with performance impact or features not operating as documented, that impact a minority of users.

Targeted response times

Upon receipt of your issue, our support team will provide you with a case number, priority and next steps as quickly as possible. Any issues not resolved with the initial response will be investigated using the data provided by the customer. Below are the targeted response times for continued support investigations.

PRIORITYTEAM SUPPORTENTERPRISE SUPPORT
P1 Target Response Times4 Business Hours1 Business Hour
P2 Target Response Times8 Business Hours2 Business Hours
P3 Target Response Times3 Business Days1 Business Day
P4 Target Response Times5 Business Days3 Business Days