Support plans for Customers

January 23, 2025 19:28

Learn about the different Support plans available to customers using the UserTesting, UserZoom, and EnjoyHQ platforms.

On this page:

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.

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.

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.

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.

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


Want to learn more? Check out these Knowledge Base articles... Password help (UserTesting) Professional Services	Interested in growing your skills? Check out our University courses... Jumpstart On-Demand for UserTesting Jumpstart On-Demand for UserZoom EnjoyHQ

Need hands-on training? Find a live, virtual class that fits your needs. Enroll in one of our UserTesting certification programs.	Can't find your answer? Check out our CommUnity forums. Reach out to Support or our Professional Services team.