Support Plans for Customers

At a Glance

This article covers the different Support plans available to customers using the UserTesting, UserZoom, and EnjoyHQ platforms. UserTesting's customer support is known as the Support Team. This dedicated team of Support professionals is there when you need assistance with an ongoing test or an urgent issue.

 

On this page:

 


 

For customers with 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.

 

For customers with 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.

 

For customers with 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 on Sunday at 5:30pm Pacific Time through Friday at 4pm Pacific Time. Power Sessions are provided on a first-come, first-served basis.

Note: 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 and a 99.9% platform uptime SLA.

 

Phone Support

Information for contacting our Support team by phone:

  • US and Canada: 1 800 903 9493
  • Outside US and Canada: 00 1 800 903 9493.
    • An alternative way to dial from the UK would be to replace the "800" with "880": 00 1 880 903 9493.

There are no charges when dialing the 800/880 numbers.

 

Chat with Support

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

  • UserTesting Platform: Open the drop-down menu of the question mark icon, then select Chat.
    Screenshot 2023-10-18 at 11.26.22 AM.png
  • UserZoom Platform: Select the chatbot icon on the dashboard.
    Screenshot 2023-10-18 at 9.40.08 AM.png
  • EnjoyHQ Platform: Select the chatbot icon on the dashboard.
    Screenshot 2023-10-18 at 9.41.23 AM.png

 

 

Learn More

Need more information? Read these related articles:

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