How to reach support?

Welcome to the SpeakUp Help Center! This article will explain the communication process between you as a client and the SpeakUp support team.

When do I contact support?

Open

Technical issues such as e.g.:

• Performance Issues: e.g. when the system is running slow, is unresponsive or if pages are not loading.

• Unexpected behaviour.

• Bugs.

• Error reports.

• Suggestions for improvement.

• Phone issues.

For any other questions related to your subscription plan, the setup of your platform, system functionalities, or if you need any advise; feel welcome to directly reach out to your dedicated Customer Success Manager.

• Click the life buoy icon “Support” on the top right of your screen:

Open

• Answers to your questions related to the system can also be found in our Help Center. If you haven’t found the answer, click on “Need to raise a request? Contact us” to create a ticket

Open

• Select the type of Support you require:

1. SpeakUp: Please provide detailed information. To help our Support team along and speed up the process, provide as much information as possible:

• Clear description of the issue

• Steps taken

• Screenshots

• For performance issues; ideally provide network recording logs.

Standard troubleshooting steps:

• Clear cookies and cache from your browser: How to clear cookies and cache of my browser?

• Sometimes it’s required to perform a hard refresh on your browser after new releases: How do I perform a hard refresh in my browser?archived

• Try from a different browser or device.
  
  

2. Translation Help: Specify translation issues and include relevant details.
   
   

   Open

   

• After sending your enquiry with Support, the system automatically creates a ticket. Our Support team strives to have a response ready within 1 business day. You will receive a notification by email as soon as you receive a reply. You can either reply to that email, or follow the communication process in the Support portal.