Last updated: March 27, 2024

This Client Support Policy ("Policy") describes the client support services provided by Quantive to all clients with active Master Service Agreements.

Support Channels

Online Resources

You can take advantage of the self-service support resources available online at the Quantive Help Center. The portal includes user guides, documentation, knowledge base articles, product update information and more.

Chat

Customers can get assistance for technical issues, product functionality inquiries or billing requests via the chat channel. Chat is available as an in app extension (lower right corner) on any page withing your Quantive Results account or on the https://quantive.com website.

When a customer starts a chat Quantive might request additional information about their login or the nature of their issue in order to ensure routing it to the best suited internal resource. Quantive will utilize commercially best effort to respond to chats opened in working hours within several minutes. If Quantive determines that a request raised via chat requires more time to complete the agent will open a corresponding issue on behalf of the customer in the Quantive Support portal and continue providing support there.

This channel should not be used for submitting issues of highest priority. Submit a support ticket with Highest priority instead.

Ticketing portal

Support requests and Bug reports should be submitted to our ticketing system. For detailed guide on how to submit and manage your existing support communication via the portal see: How to contact Quantive Results Support | Quantive Help Center

NOTE: If you're experiencing a production outage or issue of Critical severity, make sure to set the priority to Highest. This way the team can properly prioritize your request and react on time.

Phone Support

Quantive Results Enterprise plan users can call Technical Support at:

US: +1 720-996-1933
EU: +44 7723 487268
APAC: +61 3 7037 0695

Phone support is available for:

Issues of critical severity - 24x7 (see Definition of issue severity below)
All other issues - Monday through Friday from 8am to 6pm Central European Time

Email Support

Alternatively, you can submit your support request as an email to support@quantive.com. You will receive replies to your email and the subject line will contain the ticket number, so any replies to it end up as updates to the original thread in our ticketing system.

Note that support requests submitted via email are always created with medium priority. This channel should not be used for submitting issues of highest priority. Submit a support ticket with Highest priority instead.

Support Service Availability

Standard Support is available on business days between 8am and 6pm Central European Time. Standard Support is not available on weekends and local holidays.

Enhanced support is available 24x7 (weekend coverage is available for production issues of Highest severity only).

Definition of issue severity

When you open a support issue you should specify its severity level. When Quantive support engineers review and work on your issue they use the below table to determine if the severity level is properly specified and if not, they will change it and notify you:

Priority name	Definition	Examples
Highest	Emergency situation. A severe problem that prevents you from using Quantive Results via web application and mobile app at the same time where no workarounds can be implemented. Submit a Highest priority support ticket or call us for such situations.	Quantive Results is down. I can’t add team members, or login. Nobody can create OKRs. Search is not working. I can’t connect to any data source.
High	Serious degradation of application performance or functionality. Something is not working, and it prevents me from doing my job. There is no workaround	I can't update my OKRs. Unable to create a new session. Performance issues. Critical, High CVSS score security issues.
Medium	Quantive Results issue or configuration request that has moderate impact to the business. Something is not working. It’s preventing me from doing my job. A workaround is available. Medium CVSS score security issues	Can’t Create OKRs from the Alignment or Home screens, but I can do it from the Session OKRs view. Failing Insights calculation or Data synchronization issues. Users not receiving emails. SSO configuration requests.
Low	A problem with little or no impact to business. Nuisance issues, or questions about product functionality and usage. Low CVSS score security issues	A label is misplaced or its text is wrong. Something is not sorted properly. Questions regarding the use of, or future plans for the product.

Maintenance and Support Plans

New versions of the service are included with every active product plan. New versions provide you with access to all major upgrades and minor updates that are publicly released during the term of your Service Agreement at no additional charge. Free upgrades will be automatically provided to you.

Quantive offers Standard and Enhanced Support Plans with the following services and response times:

Standard

Online Support Portal
Email support
Chat support (self-service / based on availability)

Enhanced

Online Support Portal
Email support
Chat support (live agents)
Phone support
up to 1 hour reaction time for critical issues (submitted as Highest priority Technical support issue or via phone)
24x7 availability (for critical issues)

Response times

Scope of Technical Support

While we are happy to support your use of our service, and will help in overcoming any difficulties you may encounter, there are certain limitations to the technical support that we can provide.

Technical Support covers the reporting and correction of defects in the service, configuration assistance, data connectivity assistance, cases related to service availability and assistance in interpretation of insights.
While we constantly strive to assist in any way we can, there can be situations that are outside our control. Technical support does not include support for any other issues not directly related to the workings of our service.

Management of Cases

Language Support

All support services are delivered in English.

Opening a Case

Authorized contacts of each Client who require assistance may call or log the ticket via the website or service interface. Unique cases will be opened for each identified issue or request. The following items are required with each case in order for Quantive to provide Clients with effective assistance:

Please have the following information available:

Company name
Contact full name
Email Address
Telephone number
Articulate description of the problem / symptoms
Steps to reproduce the issue and / or details on where issue was observed
Error messages and or screen shots (if applicable)
Business impact

Depending upon the issue reported there are additional items to consider which may be requested by Quantive to further troubleshoot the request.

Closure of Support Cases

Open cases will be considered to be resolved and will be closed when:

We receive user confirmation that the issue is addressed or a provided workaround is acceptable.

The client has not responded to Quantive support staff for 10 business days. The case can be reopened if the issue has not been resolved.
When the issue is recognized as a bug or feature request that will enter our development planning cycle. On demand we will provide status updates on bugs and feature requests.

Appendix 1 - Legacy Support Plans

Quantive customers who subscribed on Business, OKRs, Performance, and Growth Engine Support Plans continue to receive support as per their original plan's support package. Such support is available until customers upgrade their plan or Quantive terminates the plan.

Business, OKRs, Performance, Growth Engine

Online Support Portal
Email support
Reaction time 48hr Mon-Friday