What does Basic Technical Support entail?
Basic Technical Support includes explanation and guidance on how to use the software including programming of questionnaires and reports (within the parameters of the software user interface, not complex scripting), including explanation and guidance relative to the steps required for a user to author, launch and pull results for a study (within the parameters of the software user interface, not complex scripting). This includes guidance on basic skip logic, template preparation, filter creation, and other authoring, sampling & reporting topics. Assistance outside Basic Support is considered an "Additional Service" and is subject to the rates stipulated in Schedule C of your License Agreement.
How much Basic Support is included in my agreement?
Per your License Agreement, you have up to 20 "incidents" per month before an hourly rate will be charged for Technical Support – see your License Agreement for cost. Alida does not view defects as a Technical Support incident so any defect will not take away from your monthly incident allowance. We urge our clients to utilize the self-help features of the portal to find answers to common questions.
Can I carry over my allowance to the next month?
No, incidents are not carried over month to month so if you use 15 incidents in January, this would not give you 25 incidents for February.
What qualifies as an "Incident"?
An incident is referred to as reaching out to Technical Support for help on a particular area of our tool. All subsequent communication on the initial incident is not counted against the incident count. For example, if you submit an issue and there are 4 emails back and forth to resolve the problem this is still counted as 1 incident as opposed to 4.
Are defects with the software counted as an "Incident"?
No, any issue ruled as a defect within the application will not count as an incident.
If I request extra work (like programming a survey for me) through Technical Support does this count as an "Incident"?
No, this will not be counted as an incident. These types of requests fall under an ad-hoc status which has its own workflow for quoting and approval.
What happens if we exceed 20 Incidents in a given month?
We will reach out to you in order to understand whether more training is required. If your company consistently exceeds 20 incidents per month then we'll have a conversation with you about having to bill for these additional incidents.
How do we check our number of incidents?
The Support Center has an area containing all open and archived incidents and communication. This is found in the "My Support" area. This is only available on an individual basis so if you have 3 people in your panel that access Tech Support you'll need to add up all interactions. Alternatively you can request a report of interactions from the Tech Support team with a specified date range.