Support Model

Support Channels

• Email:
• • Email Address: [email protected]
  • Availability: Business hours
• Phone:
• • Phone Number: +1 (800) 4810410
  • Availability: Business hours
• Live Chat:
• • Access through the website or in product
  • Availability: Business hours
• Community Portal:
• • Website: community.surveysparrow.com
• Support Portal:
• • Website: support.surveysparrow.com
• Dedicated Status Page:
• • Website: status.surveysparrow.com
    

Response Time Standards

We offer English-language customer support through email, phone, and chat. Kindly be aware that our support services have limited availability during weekends (Saturday and Sunday) and holidays, and our specific response time guidelines are documented in our Service Level Agreement (SLA) document.

Support Availability

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

Ticketing System

We use Zendesk to handle customer queries and provide access to our Knowledge Base and Documentation. Access it here.

Product Feedback Loop

We have established a process for collecting and analyzing user feedback. This feedback plays a key role in influencing product development and improvements.

Regular User Communication:

Stay updated through our community: Website: community.surveysparrow.com

Crisis Management

For updates on application performance incidents, visit our status page: status.surveysparrow.com

Escalation Matrix and Turnaround Time details can be found in the Service Level Agreement (SLA) document

SLA Document

You can access the Service Level Agreement (SLA) document for more details by following this link: SLA Document