Contact Us

Contact our experts for technical support to ensure you get the most out of our products.

Technical Support

A team of experts is available from Monday to Friday, 8:00 to 18:00 local time.

If you can't find what you are looking for, the following avenues of support are available:

• Submit a Request - Directly submit a request to Support from the Help Center on the top right corner beside your profile.
• Live Chat - Initiate chat sessions with Technical Support for on-demand support. Chat can be accessed from our Help Center in the widget on the bottom right corner of any page. 
• Toll-Free Phone - Call one of the following numbers to speak to a Technical Support Analyst:
  If a member of the team is unavailable, please leave a voicemail to generate a ticket and receive a call back within 2 hours.
  • North America (toll free): 1.866.482.6838
  • UK (toll free): 0800.032.3966
  • Australia (toll free): 1800.687.772
  • International: +1.604.629.6789

Why Contact Technical Support Directly?

The Technical Support team’s primary function is to help our customers with technical issues with Alida products. This eliminates middle-person situations or delays, and ensures solutions are delivered efficiently to customers. Customer Success Managers can view and follow their customers' tickets internally. Lastly, customers will have the chance to provide feedback on their experience with the Technical Support team.

Choosing the Correct Avenue of Assistance 

Depending on the nature and urgency of your request, here are the recommended methods to contact Support based on the type of question or issue being encountered. 

1. Help Center
   • Recommendation: Review Alida's documentation to have the answers at your fingertips. 
   • Examples: How to add quotas to surveys or how to resolve a validation error in Power Surveys. 
2. Live Chat
   • Recommendation: Use for quick questions. You have checked the product documentation but did not find the information or you are still unsure. 
   • Examples: Questions about survey logic or email invitations. 
3. Phone 
   • Recommendation: Use for urgent issues. Community members might
     be impacted by the issue. 
   • Examples: An issue with a live survey, or the platform is partially or fully inaccessible.  
4. Submit a Request
   • Recommendation: Use for any type of questions, but especially those where there is a lot of detail or complexity involved, so information can be provided as clearly as possible.
   • Examples: data discrepancy in Reports or Community Metrics.
5.  

What information should I  include in a Support ticket? 

Tech Support requires the following information to begin reviewing your technical issue: 

1. Steps to reproduce the issue. 
2. Screenshots of the error. 
3. Date/time when the error occurred. 
4. What browser and version are you using? Does it happen across all browsers? 
5. Urgency and impact of the issue. This information will help Technical Support to prioritize the ticket.
   
   

How will the Technical Support team know about all the subtleties of my Instance?

Our client data is stored in our tracking system, which is available at our fingertips. This data is constantly updated as things change, so we always have the most recent information at hand. Issues are logged to ensure knowledge is transferred across teams