Standard, Team and Enterprise Support
Qrvey offers different Technical Support packages to meet the needs of all our customers.
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 firstname.lastname@example.org
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 email@example.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 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 firstname.lastname@example.org.
Enterprise Support hours are 9am – 9pm EST, Monday through Friday, excluding US holidays and include up to 3 named points of contact.
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.
|PRIORITY||TEAM SUPPORT||ENTERPRISE SUPPORT|
|P1 Target Response Times||4 Business Hours||1 Business Hour|
|P2 Target Response Times||8 Business Hours||2 Business Hours|
|P3 Target Response Times||3 Business Days||1 Business Day|
|P4 Target Response Times||5 Business Days||3 Business Days|