Support team

This article applies to: UserTesting 

On this page:

• For customers with Standard support
• For customers with Premier support
• Chat with Support
• Phone support

For customers with Standard support

Email, Live Chat, and Phone technical support is provided 24 hours a day during the workweek (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.

For customers with Premier support

Priority Email, Live Chat, and Phone technical support is provided 24 hours a day during the workweek (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 workweek (excluding major holidays) beginning on Sunday at 5:30pm Pacific Time through Friday at 4pm Pacific Time.
  • Power Sessions are provided on a first-come, first-served basis.

Notes:

• For customers with Premier Support, 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.

Chat with Support

Our Chat feature is a great way to quickly get in touch with our Support Team.

To access and use the chat feature, follow these steps:

1. From the Dashboard, select the question mark.
2. From the drop-down menu, choose Chat.
   
3. Once a chat window appears, you'll see a list of common topics, along with a field at the bottom where you can type in your message, question, or issue.
   

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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