Support plans for Customers

On this page:

• Basic Support
• Enhanced Support
• Premier Support
• Premier Support Plus
• Chat with Support
• Phone support

Basic Support

• Email technical support is provided 24 hours a day during the work week (excluding major holidays).
• Support coverage begins Sunday at 3 pm Pacific Time and ends Friday at 10 pm Pacific Time.
• Support coverage may be unavailable or limited to specific channels during holidays in the regions where our team operates.

Enhanced Support

• Email, Live Chat, and Phone technical support is provided 24 hours a day during the work week (excluding major holidays).
• Support coverage begins Sunday at 3 pm Pacific Time and ends Friday at 10 pm Pacific Time.
• Support coverage may be unavailable or limited to specific channels during holidays in the regions where our team operates.

Premier Support

• Priority Email, Live Chat, and Phone technical support is provided 24 hours a day during the work week (excluding major holidays).
• Support coverage begins Sunday at 3 pm Pacific Time and ends Friday at 10 pm Pacific Time.
• Full or limited support coverage is provided during most holidays in the regions where our team operates.
• Booking times for Premier Support Power Sessions are provided, as available, during the work week (excluding major holidays), beginning Sunday at 5:30 p.m. Pacific Time and ending Friday at 4 p.m. Pacific Time.
• Power Sessions are provided on a first-come, first-served basis.
• We provide a one-hour first-response SLA for all Technical Support tickets submitted by email during this coverage window.
• Premier Support customers also receive priority access to our Support team across all channels and a 99.9% platform uptime SLA.

Premier Support Plus

• Premier Support Plus includes all of the benefits of Premier Support as laid out above.
• Premier Support Plus also includes access to one-hour Power Sessions, provided on a first-come, first-served basis.
• This support plan includes access to a dedicated research expert, Research Health Checks, Support Ticket Reviews, and an Early Access Program.
• Within UserTesting University, subscribers have exclusive access to our expert-curated resource library, private live Jumpstart webinars, and three free seats for the Qualitative Research Accelerator course.

Chat with Support

Our Chat feature is a great way to quickly contact our Support Team. 

• UserTesting platform: Open the drop-down menu of the question mark icon, then select Chat.
  
• UserZoom platform: Select the chatbot icon on the dashboard.
  
• EnjoyHQ platform: Select the chatbot icon on the dashboard.
  

Phone Support

If your Support plan includes phone support, you can access the toll-free phone number through the chat function.

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