This component is a ‘per user’ charge that includes basic support, hosting of the survey on our servers and ongoing development.
This support component is a ‘second level help desk’ function - whereby you handle initial calls / requests for help. Calls that reflect a technical problem that cannot be resolved by you can then be passed on and/or you might call to raise a problem where a theme in calls has arisen.
Some examples:
- A respondent cannot log in and, after some common sense checking by your support desk, it is thought there may be a problem on the site.
- A number of respondents complain about slow response times. You call Strategic Data / WebSurvey to assess where the problem is - e.g. firewalls, connections at the client end, Internet ‘in general’, too high a number of concurrent users, or the server itself.
- A respondent loses their password and needs it re-set.
- An aspect of the survey and/or site appears not to be working and needs checking.
- A respondent cannot get to the site Strategic Data / Web Survey will help assess where the problem is and ensure that it is not related to the database, server or server connectivity - and give advice about where else the problem may be occurring. Extended time identifying the problem if it is in relation to the client’s hardware or software may be charged.
Hosting. The usage fee also includes hosting. Web Surveys need to be hosted on a web server with special requirements. We host our surveys on powerful servers with:
- Redundant power supply & internet connectivity
- High bandwidth connectivity
- High security - guarded and logged access
- Real time backup
As a general rule, this component of the costing assumes that the survey will be run over a period of less than three months. If the period during which it needs to be online runs for longer than this, please call us and we can quote on longer hosting.
$1.50 per user +GST.
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