For Clients:
Once your event has launched, the fastest way to get support is by emailing us at [email protected]. This email is monitored by several members of our team and generally prioritized over our personal email inboxes. We also strongly recommend this support portal for articles related to your inquiry, as that would be the fastest way to get an answer. You need to be an activated user to use the Client area of this portal; if you haven't done this already, please contact our Customer Success team.
For Contestants and Judges:
We generally won't be able to provide answers to questions about your specific competition and recommend that you contact your event administrator. (If you've already received messages from the event, the email address that is sending those emails would be the best point of contact.) For technical issues, please reach out to your event administrator first and they will escalate to their Skild account manager if they are unable to resolve your issue. Most of your questions can be answered by reading the FAQs in this support portal for your user type.
What about privacy?
If you have a privacy question or concern, please email [email protected]. You can view our EU and Swiss Privacy Shield compliant privacy policy here.
Customer support services are only available during business hours. Any issues arising outside of business hours will be addressed during normal business hours as listed above. We strongly recommend program launches or major phase changes be scheduled on days that do not include Friday through Sunday or during U.S. holidays.
When will I receive a response to my question?
This depends on the severity level of your issue. Our severity levels are detailed below.*
Severity Level 1
A Severity 1 Problem is one that renders Skild unusable (ie, complete system failure). Skild will respond to a Severity 1 Problem within three (3) hours and will use commercially reasonable efforts to provide a solution within 24 hours.
Example: The event site is down.
Severity Level 2
A Severity 2 Problem is a major problem that causes a feature failure in Skild on production. Skild will respond to a Severity 2 Problem within five (5) hours if the Problem is reported during normal business hours. For Severity 2 Problems reported outside of normal business hours, response will be within two (2) hours of the start of the next business day. Skild will use commercially reasonable efforts to provide a solution within 96 hours.
Example: Users can't register in your event.
Severity Level 3
A Severity 3 Problem is one that causes a feature or system failure whereby Skild is usable, but inconvenience is caused to normal operations. Skild will respond to a Severity 3 Problem within 24 hours if the Severity 3 Problem is reported during normal business hours. For Severity 3 Problems reported outside of normal business hours, response will be within 24 hours of the start of the next business day. Skild will use commercially reasonable efforts to provide a work-around and/or incorporate a fix in the next maintenance release.
Example: Quick Links can be viewed but not downloaded.
Severity Level 4
A Severity 4 Problem is one which causes a minor inconvenience and does not directly affect normal operations. Skild will respond to Severity 4 Problems within 48 business hours. As a solution, Skild will consider incorporating a fix or update into a future version of the platform.
Example: A user's application is unable to be downloaded.
Other
For other tickets such as feature questions, special requests, and tasks, we strive to respond within 48 business hours.
Example: We'd like to add an additional phase.
*Severity levels are a part of Exhibit B: Maintenance & Support Services of your Skild Software-as-a-Service Agreement. These terms are applicable to all customers.