Support Policy

Effective Date: January 1, 2025

Overview

PollZapper is committed to providing exceptional support to our professional polling clients. This Support Policy outlines the support services available, response times, and how to get help when you need it.

Support Channels

Email Support

Primary Support: [email protected]

• Available to all subscription tiers
• Include your account email and detailed description
• Attach screenshots or error messages when relevant

Documentation

Help Center: https://docs.pollzapper.com

• Comprehensive guides and tutorials
• Video walkthroughs for key features
• Best practices for professional polling
• API documentation for developers

In-App Support

• Context-sensitive help tooltips
• Interactive onboarding for new features
• AI Copilot assistance during questionnaire design
• Error message guidance and troubleshooting

Support Tiers

Standard Support (All Plans)

Business Hours: Monday-Friday, 9 AM - 5 PM ET (excluding holidays)

Response Times:

• Critical Issues: Within 4 business hours
• High Priority: Within 1 business day
• Medium Priority: Within 2 business days
• Low Priority: Within 5 business days

Included:

• Email support
• Documentation access
• Community forum participation
• Bug fix updates

Priority Support (Enterprise Plans)

Availability: Monday-Friday, 8 AM - 8 PM ET + Emergency hotline

Response Times:

• Critical Issues: Within 1 hour
• High Priority: Within 4 business hours
• Medium Priority: Within 1 business day
• Low Priority: Within 2 business days

Included:

• Dedicated account manager
• Video call support
• Quarterly business reviews
• Custom training sessions
• Early access to new features
• Infrastructure consultation

Issue Priority Definitions

Critical (P0)

• Platform completely unavailable
• Data loss or corruption
• Security breach or vulnerability
• Payment processing failure

Impact: Business operations completely stopped

High Priority (P1)

• Major feature not working
• Performance severely degraded
• Multi-user workflow blocked
• Field operations disrupted

Impact: Significant business impact, no workaround available

Medium Priority (P2)

• Feature partially working
• Minor performance issues
• Workaround available but inconvenient
• Non-critical bug affecting user experience

Impact: Business can continue with reduced efficiency

Low Priority (P3)

• Cosmetic issues
• Feature enhancement requests
• Documentation questions
• General inquiries

Impact: Minimal business impact

What We Support

Covered Issues

✅ Platform functionality and bugs ✅ Account and billing questions ✅ Feature usage and best practices ✅ Data import/export assistance ✅ API integration guidance ✅ Multi-tenant architecture questions ✅ Security and compliance inquiries ✅ Mobile field interface support

Not Covered

❌ Custom development or scripting ❌ Third-party integrations (beyond our API) ❌ Training on polling methodology ❌ Statistical analysis consultation ❌ Questionnaire content writing ❌ Data cleaning or processing services ❌ Issues caused by user modifications

Support Process

Submitting a Support Request

1. Gather Information

   • Your account email
   • Tenant and team name
   • Description of the issue
   • Steps to reproduce
   • Screenshots or error messages
   • Impact on your business

2. Send Your Request

   • Email [email protected]
   • Use clear, descriptive subject line
   • Include all relevant information

3. Track Your Ticket

   • You'll receive a ticket number
   • Updates sent via email
   • Check status in your account

Our Response Process

1. Acknowledgment: We confirm receipt within 1 business hour
2. Investigation: Our team analyzes the issue
3. Updates: Regular status updates until resolution
4. Resolution: Fix deployed or workaround provided
5. Follow-up: We verify the issue is resolved

Professional Polling Support

Field Operations Support

• Canvasser Issues: Real-time support during active field work
• GPS/Geofencing: Territory boundary and routing assistance
• Mobile Interface: Troubleshooting for field devices
• Data Sync: Offline-to-online synchronization issues

Questionnaire Design Support

• Branching Logic: "Virtuoso" conditional flow assistance
• Multilingual Questions: i18n content structure guidance
• Question Types: Help with specialized question archetypes
• AI Copilots: Using Analyst, Designer, and Navigator assistants

AtlasSampler™ Support

• Target Selection: Real-time demographic selection issues
• Single-Visit Workflow: Optimization and troubleshooting
• Performance: Response time and efficiency questions

Enterprise Custom Solutions

Enterprise clients with custom infrastructure deployments receive:

• Dedicated Infrastructure Support: Server setup and optimization
• Custom Integration Assistance: API and webhook guidance
• Security Audits: Compliance and penetration testing support
• Performance Tuning: Database and caching optimization
• Disaster Recovery: Backup and restore procedures

Service Level Agreements (SLAs)

Uptime Commitment

• Target Uptime: 99.9% excluding scheduled maintenance
• Scheduled Maintenance: Announced 7 days in advance
• Maintenance Window: Sundays, 2 AM - 6 AM ET

Incident Communication

• Status Page: https://status.pollzapper.com
• Email Notifications: For P0/P1 incidents
• Post-Incident Reports: Provided within 72 hours

Training and Onboarding

New User Onboarding

• Welcome Email: Getting started guide
• Video Tutorials: Self-paced learning
• Sample Projects: Pre-built templates
• AI Copilot Introduction: Interactive assistant walkthrough

Advanced Training (Enterprise)

• Custom Training Sessions: Tailored to your workflow
• Best Practices Workshops: Polling methodology optimization
• Admin Training: Team management and permissions
• API Developer Training: Integration development

Feedback and Feature Requests

We value your input on improving PollZapper:

• Feature Requests: Submit via [email protected]
• User Research: Participate in beta testing programs
• Quarterly Reviews: Enterprise client roadmap discussions
• Community Forum: Share ideas with other professional pollsters

Holiday Support

Support is limited during major U.S. holidays:

• New Year's Day
• Memorial Day
• Independence Day
• Labor Day
• Thanksgiving
• Christmas Day

Emergency support available for critical issues only during holidays.

Contact Information

Standard Support: [email protected] Enterprise Support: [email protected] Security Issues: [email protected] Billing Questions: [email protected]

Office Hours: Monday-Friday, 9 AM - 5 PM ET Emergency Hotline: (Enterprise clients only)

We're here to help you succeed with professional polling in the AI era.