Support Policy & Guidelines
Labvanced offers different levels of support depending on your needs. This page explains what each tier covers so you know what to expect and where to go for help.
Standard Support (Live Chat & Email)
Standard support is designed to help you get the most out of the platform and is best suited for:
- General guidance: Answering questions about how features work, which tools are available for a given use case, and how to approach common study design challenges
- Best practices: Recommendations on how to structure your study, configure settings, or organize your data for reliable results
- Identifying clear platform issues: If there is an obvious flaw, bug, or unexpected behavior caused by the Labvanced platform itself, our team will flag and report it
What "Guidance" Means and What It Does Not
It is important to understand that guidance means general guidance. It does not mean study-specific, step-by-step implementation instructions.
To give an example: our team can explain where to find the randomization options in Labvanced and how each option works. However, determining which randomization approach is ideal for your specific study and requirements is a responsibility that lies with you.
The reason for this boundary is practical: to meaningfully assist with one user's specific study, a support person would first need to fully understand the study's overall design, logic, and goals, and then essentially work through the implementation step by step. That would occupy a support agent entirely for a single case. Because we support hundreds of studies each week, that level of 1:1 involvement is simply not manageable for everyone through standard support.
If you require more hands-on help, please refer to the Additional Services from the Labvanced Team.
Chat vs. Email Support
Live chat support is strictly general in nature. It is best suited for quick questions about platform features, navigation, and common workflows. It is not a channel for meant for detailed study review or step-by-step implementation.
Email support allows for slightly more back-and-forth on nuanced questions, but it is naturally slower and still operates within the same general boundaries of our standard support policy. Email support cannot be expected to substitute for hands-on study implementation or troubleshooting.
What Standard Support Does NOT Cover
The following fall outside the scope of standard live chat and email support:
- Detailed reviews of tasks or study logic
- Identifying the root cause of non-intended behavior in your specific study setup
- Direct implementation of features or experiment logic on your behalf
- Troubleshooting unexpected behavior caused by errors or incomplete logic in your own study configuration
We will often be able to point you in the right direction, identifying where an issue likely originates or suggesting a general remediation strategy, but whether we can do so depends on the scope, complexity, and uniqueness of the problem. We appreciate your understanding that not every issue can be fully diagnosed through standard support.
Your Responsibility as a Researcher
Labvanced provides a powerful and flexible platform for creating virtually any kind of research task. Building and verifying that your task works as intended is your responsibility as the researcher. If something in your study is not behaving as expected, investigating, debugging, and correcting it is part of your own implementation work, just as it would be with any research software or programming environment.
Additional Services from the Labvanced Team
If you need more direct involvement from the Labvanced team, one of the following options may work for you:
Dedicated Support
If you need direct, hands-on help with implementation or debugging, our team is available through our Dedicated Support service. This is a paid add-on that provides structured 1:1 sessions with a Labvanced specialist who works with you on your specific study.
Dedicated Support is well suited for:
- Implementing complex experiment logic or participant flows
- Troubleshooting non-intended behavior in a specific study
- Optimizing study design and data quality
- Onboarding a team or lab to the platform
Learn more about Dedicated Support
Study Building
If you would prefer to have the Labvanced team build your study for you, this is also an option. Packages vary in scope and level of involvement.