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Enhancing Customer Experience: An Overview of SurveySparrow's Support Channels and Escalation Process

Jay
  • Updated

 

Our Customer Service Channels

Content in dedicated status page: Customers’ service status. And updated on any service-related announcements, maintenance schedules, or potential disruptions. Highly recommend bookmarking the status page for easy access.

Our Out of Scopes

  • Questionnaire building, design & share
  • Modifying Customer Data
  • Migrations
  • Data Work
  • Custom Requirements
  • Feature Requests
  • Portal Customizations
  • Custom Integrations
  • Changing settings for an external application

Severity & SLA Target Metrics

Priority Description Response Time Workaround Resolution
P1 - Critical Issue A critical service failure refers to a situation where the customer is unable to use the system or experiences a significant impact without any viable workaround. 1 hour 4 hours 24 hours
P2 - High Impact Issues An issue or incident that has a substantial impact on the operation or functionality of the service. 4 hours 24 hours 1 week
P3 - Medium Impact Issues A problem or incident that has a moderate impact on the operation or functionality of the service. While it holds a lower priority compared to P1 and P2 issues, it still necessitates prompt attention and resolution. 8 hours 48 hours Based on the possibility of the release plan / Business priorities.
P4 - Less or No Impact Issues A problem or incident that has minimal or no impact on the operation or functionality of the service. 24 hours If required Based on the possibility of the release plan / Business priorities.

 

 

Escalation RACI Matrix

Priority Responsible Accountable Consulted Informed
P1 Manager - Customer Support L2 - Engineering Support Head of Product Vice President - Engineering
P2 Customer Support Team L2 - Engineering Support Manager - Customer Support Head of Product
P3 Customer Support Team Customer Support Team Customer Success Manager/Account Manager Head of Quality Assurance
P4 Customer Support Team Customer Support Team Customer Success Manager/Account Manager Head of Quality Assurance

 

Business Hours: Monday to Friday, 00:00 GMT - 23:59 GMT

*Excluding Force Majeure event as set out in https://surveysparrow.com/legal/terms-of-service/#force-majeure

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