Formstack Support Overview
Formstack or its designated agents shall, during your Term, provide you with applicable support as outlined below and subject to the Software Services Agreement (“Support”). All capitalized terms not otherwise defined herein shall have the meaning set forth in the applicable Software Services Agreement.
During the Term, you may submit online support requests; each request is given a unique identification number for your convenience and reference. All online support submissions are managed using the English language.
Contact support as follows:
Forms for Salesforce
- Online Support: Simply click the green 'Submit a request' button at the top right of the Support site.
- To make your email support experience as smooth and easy as possible please provide the following information in your ticket:
- The Form URL and name of the form in question.
- Your Salesforce organization ID, if applicable.
- Your email address and name.
- A detailed description of what you’re trying to accomplish or the issue you’re encountering.
- Screenshots of the issue and/or any errors you’re seeing.
- A list of the ways you’ve tried troubleshooting the issue so the support specialist doesn’t provide options that you’ve already tried.
- Login access to review your form's setup.
- In-App: You can also click the question mark bubble in the top right of the Forms for Salesforce app and submit your request. Feature requests/ideas can also be accessed through this menu.
Formstack Forms, Documents, Sign, and Platform
Submit a Ticket
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From the Admin Panel or from a specific Formstack app, select the help icon to select Submit a Ticket.
- To make your email support experience as efficient as possible please provide the following information in your ticket:
- The email address associated with your Formstack Account.
- Subject line with a brief overview of help needed.
- Choose the Formstack Product from the dropdown to drill down further helpful information like the Form Link or URL.
- A detailed description of what you’re trying to accomplish or the issue you’re encountering and a list of the ways you’ve tried troubleshooting the issue so the support specialist doesn’t provide options that you’ve already tried.
Report Bugs
- If you believe you’ve found a bug or security issue, please include the following information in your ticket:
- Describe the issue you are experiencing and any steps taken to reproduce it.
- Provide information regarding the system you’re using when experiencing the issue including the name and version of the Operating System and Browser.
- A link to the form from Formstack and a link to the site where the form is embedded (if applicable).
Schedule a Support Call
- From the Admin Panel or from a specific Formstack app, select the help icon within the application to select Schedule a Support Call.
Releases
You will have access to any and all generally available API releases accessible with your Services during the Term, which may be accessed in your application or via Formstack’s Developer Central. For clarity, some APIs may require a fee.
Please note, we currently do not offer real-time phone support.
Formstack will have no obligation to provide Support outside of the applicable Term or for problems caused by or arising out of the following:
- Modifications or changes to the Services, except for any modification or change made by you as directed by Formstack in the Documentation;
- Use of the Services that are not authorized in the Software Services Agreement or the Documentation; or
- Third-party products not authorized by Formstack in the Documentation or for issues arising solely from authorized third-party products.
- Failure of Customer to use an updated version of the Services.
Formstack also requires that you promptly notify Formstack of any issues with the Services and properly communicate any and all information required to provide Support. You must reasonably cooperate with Formstack to enable Formstack to provide you with Support. You must properly implement any corrective procedures provided by Formstack related to the Services.