Exceptional support from an expert team. We WorkTogether to ensure your success.
SurveyOptic Support
Our UK-based support team works as an extension of your team. Every account has a named support contact, enterprise-grade SLAs, and direct access to the people who build and run the platform.
How to reach us
Email & Ticketing
Submit requests 24/7 with a response within 4 hours during business hours.
Phone Support
Call us on 0203 393 6591, available 9am–5pm UK time, Monday to Friday.
Web Chat
Live chat with the team, available 9am–5pm UK time, Monday to Friday.
24/7 Monitoring
Continuous service monitoring with electronic support requests accepted around the clock.
Named Support Contact
Every account is assigned a dedicated support contact who knows your setup and your goals.
Onsite Support
Hands-on assistance at your location, available on request.
Response time commitments
| Severity | Description | Response Time |
|---|---|---|
| 1 — Critical | Complete service loss affecting multiple users | < 30 minutes |
| 2 — High | Partial service loss affecting a minority of users | < 60 minutes |
| 3 — Standard | Issue affecting an individual user | < 4 hours |
| General | Standard enquiries via email or ticketing | Within 4 hours (office hours) |
Platform availability
We target 99.99% uptime, backed by fully redundant infrastructure across geographically distributed UK data centres with automated failover.
SurveyOptic uses a zero-downtime deployment methodology — there are no scheduled maintenance windows excluded from the SLA. In the event of an outage exceeding 30 minutes, pro rata refunds are available.
View real-time platform status at status.socialoptic.com.
Getting started with SurveyOptic
Managed onboarding: Project-managed implementation using the proven SocialOptic methodology, tailored to your organisation’s requirements and timescale.
Training & documentation: Online training sessions are included for all customers. Our documentation assumes no prior experience and guides you through platform features, survey design and data analysis. Optional tailored training is also available — web-based or onsite.
Data migration: Optional automated data import service to get you up and running quickly with your existing data.
Self-service resources
The SurveyOptic documentation includes over 60 how-to guides, overviews, and explainers. Release notes keep you up to date with new features and improvements.
Security and compliance
- Whole-organisation Cyber Essentials Plus certification.
- Published NHS Data Security and Protection Toolkit assessment.
- ICO registered — ZA092349.
- UK GDPR and EU GDPR compliant.
- UK data residency with Enterprise options for US, Canada, and EU.
- WCAG 2.1 AAA compliant support ticketing; WCAG 2.1 AA compliant web chat.
For full details, visit the Security FAQ.
Your data is always yours
Export your data at any time via CSV, PDF reports, or the REST API (JSON).
Your data is always stored securely on your dedicated instance. On contract end all data is securely and completely removed.
Have questions about our support? Get in touch and let us know how we can help.