Getting Help & Support

We consider support a critical part of our business, and thus we staff this aspect with full-time support persons across our operating time zones. Our software developers also rotate through our helpdesk and on-call rosters to ensure technical issues get fast and accurate resolutions.

Our team is manned by staff in GMT+10 and GMT+2 time zones, which means we can answer even while you sleep :)

Contents

• Contacting us
• Book a training session
• Submitting a support ticket
• Best practice for getting timely support
• Communicating technical items
• Can someone help me support and maintain my forms?

Contacting us

• Submit a ticket directly to our dedicated support team.
• Within the web portal, click the "Need Help?" widget on the bottom right corner of the screen.

This is the fastest way that we can respond to you, as we have a dedicated support team to assist with customer queries. 

Our Customer Success Team is also available to help advise you and train you on the platform. These sessions are conducted via web-share.

Book a training session

• Book a session with one of our Customer Success team.

Submitting a support ticket

Include as much context as you can:

• Form name
  Field(s)/Page(s)/Version
• Data source
  Row(s)/Column(s)/Linked Screen(s)
• Relevant screenshots
  Pictures really are worth 1,000 words
• Account affected
  Master/Sub-account(s)
• User affected
  User(s)/Group(s)
• A brief history of what led to the issue
• Historical information that may be relevant to the issue
  Any other details that might help us get up to speed on your request

For each point above, just one example exhibiting the problem will suffice if applicable. This advice applies to any requests you send us - the more details we have, the faster we can provide an answer.

Our support is on a "best-effort" basis (our best efforts tend to be pretty good, though), and we aim to get back to you within one business day, depending on when you raise the ticket and the number of tickets we have in progress at the time.

Best practice for getting timely support

• Ask the question or report the issue as soon as you know.
• If you're making changes to an established app, roll out your new designs/app changes early in the week - this gives everyone more runway in terms of business days to deal with any issues.

Communicating technical items

In the event of a critical update/issue, we communicate this to our customers as soon as possible and work full-time until the problem is resolved.

Our service and platform are provided on a "best-effort" basis - we do not offer SLAs or similar agreements. If this is insufficient, you should consider hosting our Switched On Server product on your own servers - this way, you can control the hardware and environment, the upgrade cycle and database, etc.

Can someone help me support and maintain my forms?

Our global network of Solutions Providers can be utilised if you require on-site services such as implementation, phone support, system integration, and more. Contact us for more information.