Support

Workspaces

Support

Depending on the plan currently active on your workspace, there are a number of ZapWorks support channels available.

- Education Solo Pro Enterprise
Community forum support O O O O
Standard support - - O O
Priority support - - - O
Access to training O O O O

For general account support, feel free to contact the support team, regardless of your plan.


Forum

All users, regardless of plan, are able to request help from other ZapWorks users, or indeed help others out, over on the community forum.

Occassionally, members of the Zappar team will be on-hand to answer questions but, as a community support channel, the forum is not monitored as closely as the official support channel.


Standard support

Users on a workspace with a Pro plan are able to contact the ZapWorks support team directly at support@zappar.com.

Standard support constitutes assistance with general enquiries about the use of the tools (i.e. not related to a specific project), and to assist users with finding relevant resources available on the documentation site.

Standard support contact times are between 09:30 and 15:00 (GMT), with a guaranteed response within 48 hours.


Priority support

Enterprise users have access to priority support in which the team are able to take a look at specific projects to troubleshoot or advise on any issues or best practice. Where possible, the team will also provide examples for certain functionalities.

Priority support contact times are between 09:30 and 18:00 (GMT), with a guaranteed response within 24 hours.


Contacting support

To contact the ZapWorks support team, you can send an email to support@zappar.com. All support is provided in English.

When contacting the team please be sure to provide as many of the following as relevant to speed up resolution times:

  • A detailed description of the issue.
  • Screenshots, images, or videos is possible.
  • For Designer or Widgets experiences, the URL of the experience.
  • For Studio experiences, the project zpp file.
  • If applicable, the zapcode and/or target the experience is published to.
  • For account queries, the user and account name experiencing the issue.


FAQ

I'm having account issues, can I still contact someone?

Yes. The above tiers of support are related to technical assistance with our software and/ore platform.

For general account issues e.g. changing country of residence on the account, payment issues, etc. feel free to contact the team.


Can I purchase training if I don't have access to support?

The ZapWorks training options are available to all non-Hobbyist users. For more information please get in touch.


How do I report an issue/bug to the team?

To report an issue, please send a detailed description, with screenshots if possible, to support@zappar.com.

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