Who Are We?
We have a small team of Client Service Consultants who handle calls and technical support issues on a rotating basis during our normal office hours: 06:30 to 17:30 Mountain Time (GMT-6; GMT-7 Autumn/Winter), Monday through Friday. Each of us actively balance working "tech support" on the phone or via e-mail with other projects that include research and development, web-based tours and training, and sales. While our consultants are familiar with our software products (there are dozens of products and multiple versions of those products), often there is one person who happens to have an edge in your particular area of interest. Additionally, some possess unique skills that they bring to the team, such as survey design, analytics, statistics, or programming.
How Cases Are Assigned
Who Can Receive Free Support
Free technical support is available to all of our registered commercial license holders. Please try to include your name, company, and the product or service you are calling about and its version number. You may also be asked to provide your license or serial number information to verify your eligibility for free technical support. If you have not yet purchased our software, we will still try to answer your questions. If you are a student who is using an Academic Subscription, then you should first contact the person at your school who has been designated as the Sawtooth liaison. That person will then then relay your question to us if she or he cannot resolve your concerns. If you cannot contact that person, and have exhausted the other resources listed below, then feel free to contact us.
What Types of Support We Provide
In general, free technical support includes guidance on how to use our software to program surveys, upload projects to servers, download the data, and analyze the data. We provide general methodological advice only, such as those found in our Help files, Knowledge Base, and technical papers. Custom programming, self-hosting web server setup, and other such cases are not included with our free support.
How We Access Your Study Files
There may be times where we need to see your study to see what is going on. You can either zip-up your study file and send it in to us with your question, or allow us to see your screen via a screen sharing program. We normally use https://www.join.me, a free browser-based application. All information or data provided to us will remain confidential in compliance with our published confidentiality and security policies.
Paid Support and Analytics
In the Support section of our website, http://www.sawtoothsoftware.com/support, you will find a number of resources including help files, videos, technical manuals, knowledge base articles, sample surveys, and technical papers. Before contacting us, you may want to review these resources to find the answers to your questions. These are the same resources we will use to answer your questions and may refer you to specific pages for additional help.