RotatorSurvey Tech Support
Our tech support service allows us to complement a top quality service in all phases, from software installation, licence activation, trainning and updating, either working on PCs or Servers. To acomplish this task, we have a team of tech consultants that speak your language, you can contact us either by email to support@rotatorsurvey.com or by SKYPE: rotator_support, rotatorsoftware.
FAQs:
Here there are some of the most common questions asked by our users about our tech support
1.- ¿What should I do if I get a technical problem?
Firstly contact your IT department, if this person detects that the problem is not in your PC (memory, disk, virus, etc.) but it's in ROTATOR Apps, please contact us via email or chat to support@rotatorsurvey.com skype: rotator_support. We will make our best effort to fix that problem for you.
2.- ¿What should I do if I get installation errors?
Read the installation instructions that are provided at the Download area of our Web site. We have documented there the possible installation scenarios and the actions to take in case of difficulty. Please contact us if after several attempts you are unable to install the setup, mail: soporte@rotatorsurvey.com or via skype: rotator_support
3.- I have an idea or requirement to improve the software, can you incorporate that?
Ideas for extending the functionality of the software are welcome. To submit an idea, suggestion or new requirement, send us an email to: support@rotatorsurvey.com with the title IDEA FOR ROTATOR. These new requirements will be analyzed, prioritized, and incorporated into the subsequent versions of the software.
4.- I would like to sponsor the development of a module, function, or feature in Rotator.
If you or your organization would like to sponsor the development of a module, function, or a feature, yes we can accept donations to hire programmers in order to do it in record time. As a policy, when we develop a new module, all users are benefited with this new feature, our company does not accept exclusive development contracts. Please talk to us about your requirement or send us an email to support@rotatorsurvey.com.
5.- How often do you publish new updates?
Rotator uses an spiral software development methodology on demand, which forces us to publish new updates and releases almost every day. To find out in which version we are, simply go to the download area of our Web Site and check the version number there. In this sense, we recommend downloading and updating the software on your PC only when there are errors or details that need to be improved.
6.- What if I find a bug during the process of my survey?
Rotator makes an effort to maintain an excellent quality of our software, however, given the multiple types of operating systems, the complexity of systems, the networks and the storage devices, possible errors might arise during the execution of your survey. In these cases, all errors should be reported to the following email address support@rotatorsurvey.com with the title BUG ROTATOR, please add your Name, Organization, and Phone number. Our support team will review it and give you an answer in a maximum time of 24 hours. If your company has not a purchased license, we will check the error, but priority will not be given.
7.- What are the arquitectures in which Rotator can operate?
Rotator can operate in 3 basic modes, "Stand Alone" for small researchers and students, "On a network" for organizations that conduct small surveys and "on Terminal Server" which is perfect for large databases where a high performance and a high level of security is required. The options 2 and 3 are multi-user and option 1 is mono user.
8.- Can I store a survey on my own server?
The data of PAPI and CATI surveys will always reside on your PCs or servers, but the CAWI and MOBILE surveys require a cloud to properly operate. This cloud is a group of servers located in the USA, Canada and Europe, which meet the estandards of security and quality required by our company, the data stored on these servers are not easy to be decrypted because we employ proprietary and private formats. However, if you want to use your own servers for this purpose, please contact our tech team to: support@rotatorsurvey.com.
9.- I am a student, can I use Rotator for free?
Yes, the version that can be downloaded from our Website is fully functional and has a reasonable limits for small surveys. Once your reach these limits you may purchase an ACADEMIC VERSION which has a very affordable price.