Learn about response times, procedures, and escalation paths when collaborating with our dedicated Support team. Rest assured, our Support team is here to ensure your needs are met efficiently and effectively.
People Element Support Team
When you have questions, need clarification, or encounter issues with the People Element Platform, our support specialists are your first point of contact. They are dedicated to providing you with comprehensive assistance and will either resolve your concerns or connect you with the most knowledgeable person at People Element if it exceeds our expertise.
Our Support team is available to assist you Monday through Friday from 8 to 4 MST. Hours may vary for holidays, company events, and meetings. You may view the most up to date holiday and event schedule here.
Standard Response Times
We strive to respond to all emails within 4 business hours, excluding holidays and weekends. While our chat support is available 24/7/365, please note that our agents are only available during business hours. If you reach out to us via chat during these hours, you can expect a reply within 1-3 minutes.
Please understand that sometimes you may experience delays due to a higher volume of messages or if our team is currently unavailable. In such cases, we prioritize all conversations based on urgency and assign them to the appropriate specialist. If you find that your initial response is taking longer than expected, please don't hesitate to reach out to us via live chat, and we'll be more than happy to provide you with an update on your request or assist you right away.
Resolution Times
As each inquiry is unique, the time it takes to resolve your request will vary depending on complexity and specific details. If we are unable to resolve your inquiry right away, we'll keep you updated and inform you of when you can expect to hear back from us.
To expedite the resolution process, we kindly request that you provide us with as much information as possible. Here are some helpful tips to help us address your concerns more efficiently.
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- Key details: This includes details such as the name of your survey, the users/participants affected, the location within the platform, and any specific details about the issue you are experiencing.
- Screenshots or videos: Seeing the issue via a screenshot or video is helpful to our troubleshooting process. This allows us to better see what you are experiencing.
Support Escalation Path
If our Support team is unable to find a solution to your question or request, it will be escalated to the Product and Development team for further review. You will be notified if your request needs to be escalated. Our Support team will continue to be your main point of contact and provide regular updates on the progress and timing of your request via email.