2: Support Holiday Schedule
Support will have limited shifts or be closed on the following holidays.
| Holiday Name | Holiday Date |
|---|---|
| Martin Luther King Jr. Day | Monday, January 15, 2024 |
| Liberation Day (Bulgaria) | Monday, March 4 - Tuesday, March 5, 2024 |
| Labour Day (Bulgaria) | Monday, May 1, 2024 |
| Orthodox Easter | Thursday, May 2 - Sunday , May 5, 2024 |
| St. George Day | Monday, May 6, 2024 |
| Culture and Literacy Day | Friday, May 24, 2024 |
| Memorial Day | Monday, May 27, 2024 |
| Juneteenth | Wednesday, June 19, 2024 |
| Independence Day (USA) | Thursday, July 4, 2024 - Friday, July 5, 2024 |
| Labor Day (USA) | Monday, September 2, 2024 |
| Unification Day | Friday, September 6, 2024 |
| Independence Day (Bulgaria) | Monday, September 23, 2024 |
| Thanksgiving | Thursday, November 28 - Friday, November 29, 2024 |
| Christmas* | Tuesday, December 24 - Thursday, December 26, 2024 |
* No Support Coverage
3: Support Guidelines for Forsta Surveys and Panel Management
3.1: Communication Methods
Tickets to the support team can be submitted via email or via the Forsta Zendesk help center.
For escalation on urgent or high severity issues, a chat escalation can be accessed from the automated response email of any open ticket.
Phone support and online screenshare are not available.
Support is limited to end-clients only. Forsta does not ensure support services to clients of clients, nor have direct discussions with 3rd party vendors to debug issues. To ensure proper routing, all tickets should be opened by a client-associated email domain.
For High Severity Issues, please follow guidelines specified in Appendix 1 of the Additional Terms and Conditions.
3.2: Scope of Support
Explanation of error codes thrown by software
Debugging failed email sends sent though bulk or campaign manager
High level explanation of standard tools and supported integrations
Turning on Feature Flags for limited availability/beta features
Facilitating setup of branded survey and email domain aliases
Replicating and submitting product defects
Authorizing domains for survey access, email domains or API integrations
Clarifying online documentation
Defining feasibility of request within standard toolset
Kinesis Panel Authorization
Software Defect Submittals
Data Recovery (If Possible)
Keyring Implementations
Data Retention Server Customization requests for dedicated server clients
Authorize Domains for ReCAPTCHA Element
-
User Administration Requests
Requires proper authorization on client end
-
Support for official integrations within parameters
Digital Feedback
Non-Custom Logic Node debugging where issue is on Forsta side
Forsta Panel Management
Forsta Visualization and Smart Hub
3.3: Outside Scope of Support
-
Debugging Custom Code
ExamplesJavaScript code, non-platform specific python code, custom shell scripts, API workflows
Partial Survey Programming
Proof of concepts
Consultations
Downloading or uploading survey stimuli, design files or survey files unless to resolve an error that cannot be done by the client
Edits or uploads of client data
Modifying Company Settings outside of those required for supported tasks
Generating API keys
Debugging any questions, elements or modules created by professional services or created by client programming teams
Reaching out to sample providers utilized by Sample Market Place
3.4: Customer Success Manager Support
Request items that should be directed to Customer Success Representatives
Usage Questions
Suggesting Feature Requests
Product Roadmap Questions
Custom Dynamic Question or Logic Node Development Requests
Support Ticket Feedback or escalation request beyond support systems
Custom Export Development Requests
Cost Estimates for Project Migration Requests
Custom Community Build Requests
Community Page Maintenace Requests
Custom Theme Development Requests
Note: See Training Courses for guidelines on scope of training support.