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Alchemer
by Alchemer
by Alchemer
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
We help make selecting a software for your business effortless, economical and efficient.
by Alchemer
by Alchemer
Profile Information Last updated on: 1 July 2024
Profile Information Last updated on: 1 July 2024
The typical implementation process for Alchemer software involves several key steps designed to ensure a smooth setup and effective use of the platform. Here is a general outline of the process:
1. Initial Consultation and Planning: This phase involves understanding the client's needs and objectives. The Alchemer team works with the client to define the scope of the project, identify key stakeholders, and establish timelines.
2. Configuration and Customization: Based on the initial consultation, the software is configured to meet the specific requirements of the client. This may include setting up user accounts, customizing survey templates, and integrating with other systems.
3. Training and Onboarding: Alchemer provides training sessions for the client's team to ensure they are comfortable using the software. This can include live training sessions, webinars, and access to online resources.
4. Testing and Validation: Before going live, the configured system is thoroughly tested to ensure it meets the client's needs and functions as expected. This phase may involve pilot testing with a small group of users.
5. Go-Live and Support: Once testing is complete and any necessary adjustments are made, the system goes live. Alchemer provides ongoing support to address any issues that arise and to help the client make the most of the software.
The duration of the implementation process can vary depending on the complexity of the project and the client's specific needs. However, a typical implementation can take anywhere from a few weeks to a few months. For more detailed information, you can visit the Alchemer website .
Yes, Alchemer software can be customized to fit specific business needs in various ways. Here are several data points illustrating the customization capabilities of Alchemer:
Custom Events Initiator
- Custom Events Initiator: This feature allows businesses to initiate workflows based on specific conditions met in external systems. For example, a company can set up a workflow to send personalized survey invites to customers when certain criteria are met in Salesforce.
- Custom Fields: Businesses can define custom fields and pass these fields into Alchemer Workflow. These fields can be used in subsequent workflow steps, such as Survey Invite or Send Email actions, using Merge Codes or If/Else Logic.
Integration with External Systems
- HubSpot Integration: Alchemer can initiate personalized customer feedback workflows after specific events occur in HubSpot. This integration ensures the collection of timely and targeted feedback from customers.
- Microsoft Dynamics 365: Workflows can be initiated whenever an opportunity is updated or custom events occur in Dynamics, using a Custom Power Automate Webhook.
- Other Integrations: Alchemer supports a wide range of integrations with other systems such as Asana, BigCommerce, Braze, Gladly, Greenhouse, Jira, Kustomer, Marketo, Oracle Cloud, Paylocity, PeopleSoft, Salesforce, ServiceNow, Shopify, Slack, Workday, Zendesk, and more.
Custom Branding and White-Labeling
- Custom Branding: Alchemer allows businesses to change the logo, customize colors, and even set up a private domain to ensure that surveys and reports appear to come directly from the business's own website[17].
- White-Labeling: This feature enables businesses to rebrand the Alchemer account to give the appearance that all services are coming from the account holder, removing any Alchemer branding.
Advanced Customization Features
- Custom Email Settings: Businesses can use their own SMTP server or configure their domain with SPF and DKIM records to send emails from a custom 'from address,' enhancing email deliverability and avoiding email spoofing[10].
- Custom CSS and HTML: Alchemer allows the addition of custom CSS and HTML to survey themes, enabling businesses to fully customize the look and feel of their surveys[17].
- Logic and Piping: Alchemer's logic features allow businesses to customize surveys for each respondent, applying logic to questions, options, pages, and actions to improve data quality and respondent experience[15].
Reporting and Data Analysis
- Custom Reports: Businesses can create and customize reports to match their branding, including adding logos, changing colors, and using custom themes for consistency across all parts of the Alchemer platform[13].
- Automated PDF Reports: Unlike some competitors, Alchemer can generate automated PDF reports that include customized feedback for each respondent, ensuring valuable insights and recommendations are provided[18].
Use Cases and Flexibility
- Dynamic Question Addition: The "Add as Needed" feature allows respondents to dynamically add questions, which is useful for collecting information like contact details for multiple attendees at an event.
- API Integrations: Alchemer's API facilitates the creation and management of surveys, collection and analysis of responses, and automation of survey-related workflows, allowing for extensive customization and integration with other applications[14].
These features demonstrate Alchemer's robust customization capabilities, making it a versatile tool for various business needs.
There is limited information about additional costs like setup fees, maintenance charges, or support charges for Alchemer software. However, here are some relevant details I could gather:
- The pricing models shown are typically subscription-based, charged per user per month or annually. This likely covers the software license and basic support.
- According to , Alchemer has a starting price of $350/month, but pricing can vary greatly based on features needed.
- mentions Alchemer has a "Self-Service Survey Software - Collaborator" plan at $55 per user per month or $315 per user per year.
- For enterprise or larger deployments, indicates Alchemer offers "Professional Services" where specialists can custom-fit the solution, but pricing is not provided.
- The service agreement states "All Fees and other amounts payable by Customer to Alchemer under this Agreement are exclusive of any tax, levy or similar governmental charge."
So while the core pricing is subscription-based per user, there may be additional professional services fees for larger customized implementations. Setup fees or maintenance charges are not explicitly mentioned in these results. Support seems to be included, with options for phone, chat, knowledge base access mentioned in . But dedicated support could potentially incur extra costs, especially for enterprise customers.
Alchemer offers a comprehensive range of training and support options to help new users get up to speed with their platform. Here are the key offerings:
Training Options
1. Basic Training:
- Format: Live, virtual training conducted via Zoom or Microsoft Teams.
- Duration: Five-hour course.
- Customization: Tailored to fit the specific needs of the company.
- Content: Covers foundational topics, practical demonstrations, and interactive Q&A sessions.
- Goal: To provide a holistic understanding of the platform and accelerate the learning process for new users.
2. Alchemer University:
- Format: Self-paced, online courses.
- Content: Step-by-step tutorials, quizzes, and practical exercises.
- Access: Available through the Alchemer application, with new courses and products added quarterly.
- Goal: To help users become proficient in using Alchemer through structured learning programs.
3. Business Labs:
- Format: Strategic, guided workshops.
- Customization: Designed to address specific business challenges and project needs.
- Content: Deep dives into relevant features, project coaching, and skill-building sessions.
- Goal: To provide targeted training and ensure project success.
Support Options
1. Help Documentation:
- Content: Nearly 1,000 articles covering all aspects of the platform.
- Access: Available online and within the Alchemer application.
- Features: Search functionality, related articles, and jump links for quick navigation.
2. Customer Support:
- Channels: Email, phone, and chat support.
- Availability: Standard phone support is available from 6 AM to 6 PM MT (Mon-Fri) for US and Canada, and 6 AM to 6 PM CET for European accounts. Email support is available 24/7[10].
- Premium Support: Includes 24/7 phone support and priority email support, available to managed account administrators and additional premium support seats can be purchased[10].
3. Professional Services:
- Content: Custom solutions and advanced support for complex implementations.
- Goal: To provide specialized assistance and ensure the successful deployment of Alchemer in large or complex environments.
4. Webinars and Tutorials:
- Content: Regularly scheduled webinars and video tutorials.
- Goal: To provide ongoing education and updates on new features and best practices[12][14].
These training and support options are designed to cater to different learning preferences and business needs, ensuring that new users can effectively utilize Alchemer's capabilities.
Alchemer employs a comprehensive set of security measures to protect data, ensuring compliance with industry standards and regulations. Here are the key security measures in place:
Data Encryption
1. Encryption in Transit:
- Alchemer uses Transport Layer Security (TLS) protocols to encrypt data while it is being transmitted over the internet. This ensures that data is protected from interception during transfer.
2. Encryption at Rest:
- All data stored on Alchemer's servers is encrypted at the disk level using 256-bit encryption. This includes all backups, ensuring that data remains secure even when stored.
Access Control and Authentication
1. Individual Accounts and MFA:
- Each employee is provisioned with an individual account, and access is authenticated using either passwords or Multi-Factor Authentication (MFA), depending on the system. This helps prevent unauthorized access.
2. Single Sign-On (SSO):
- Alchemer utilizes an SSO provider to centralize management and access for various business and technical systems, enhancing security and ease of access management.
3. Account Termination:
- Employee accounts are terminated on the same business day when an employee leaves the company, ensuring that former employees cannot access the system.
System Monitoring and Incident Response
1. 24/7 Security Operations Center (SOC):
- Alchemer has an in-house SOC that monitors systems around the clock, scanning for threats, logging activities, and alerting on potential security incidents.
2. Logging and Alerting:
- The system continuously logs activities and generates alerts for any suspicious activities, enabling quick response to potential security threats.
3. Incident Response Plan:
- Alchemer has a documented incident response plan to handle security breaches and other incidents effectively, minimizing potential damage and ensuring quick recovery.
Compliance and Certifications
1. SOC 2 Type 2 Certification:
- Alchemer has completed the SOC 2 Type 2 examination, which validates that their systems are designed to manage security, availability, processing integrity, confidentiality, and privacy of customer data.
2. ISO 27001 Certification:
- Alchemer has earned ISO 27001 certification, which addresses their security framework, risk management, and data confidence. This certification demonstrates their commitment to maintaining high standards of information security[14][15].
Data Management and Privacy
1. Data Segmentation:
- Alchemer logically separates the data of each client, ensuring that data collected for different purposes can be processed separately. Each customer has a unique login ID and data segmentation is keyed off a unique customer ID.
2. Data Retention and Deletion:
- Customers can request the permanent removal of all response data from a survey. Upon written request, Alchemer will provide written confirmation that all files, database records, and backups of data have been destroyed.
3. GDPR Compliance:
- Alchemer provides tools to help customers comply with GDPR requirements, including data processing addendums and privacy/data use policies. They also have a GDPR Command Center to monitor compliance and data privacy initiatives[12].
Physical and Network Security
1. Hosting on AWS:
- Alchemer utilizes Amazon Web Services (AWS) for hosting, benefiting from AWS's robust security infrastructure. This includes multiple active clusters for redundancy and RAID disks for reliability and performance.
2. Endpoint Protection:
- All company laptops are equipped with industry-standard endpoint protection software, regularly patched, and scanned daily. New laptops are encrypted to protect data.
These measures collectively ensure that Alchemer provides a secure environment for data collection, storage, and processing, protecting customer data from various threats and ensuring compliance with international security standards.
Alchemer releases updates regularly, and the management of these updates is structured to ensure continuous improvement and stability of the platform. Here are the key points regarding the frequency and management of Alchemer updates:
Frequency of Updates
- Mobile App Updates: Alchemer's mobile app updates are released frequently, with notable updates occurring several times a year. For instance, version 6.5.1 was released on December 7, 2023, and version 6.5.0 on November 14, 2023. These updates include new features, improvements, and bug fixes.
- Web Platform Updates: The web platform also sees regular updates. For example, a release on September 14 included changes to survey event handling and interaction targeting[13].
Management of Updates
- Release Notes: Alchemer provides detailed release notes for each update, outlining new features, improvements, and fixes. This transparency helps users understand the changes and how they might impact their use of the platform[13].
- Customer Authentication and Security: Updates often include enhancements to security and authentication features, such as the implementation of customer authentication features in the new SDK for mobile apps.
- Feature Enhancements: Updates frequently introduce new capabilities and improve existing ones. For example, the addition of survey skip logic improvements and the ability to add terms and conditions from the dashboard in version 6.1.0.
- Bug Fixes: Each update typically addresses various bugs and issues reported by users. For instance, version 6.5.0 included fixes for validation issues with free-form question types.
- Compatibility and Standards: Updates ensure compatibility with the latest operating systems and standards. For example, the update to support Android 14 in version 6.5.1.
Best Practices for Managing Updates
- Regular Updates: Alchemer follows a practice of releasing regular updates to keep the platform current and secure. This includes both major updates with new features and minor updates for bug fixes and performance improvements.
- User Feedback: Updates are often driven by user feedback, ensuring that the platform evolves in ways that meet the needs of its users. This approach helps maintain a high level of user satisfaction and engagement.
- Documentation and Support: Comprehensive documentation and support resources are provided to help users navigate new features and changes introduced in updates. This includes detailed release notes and help articles[13].
Alchemer has clear policies regarding data ownership and portability, ensuring that customers retain control over their data and can transfer it as needed. Here are the key points:
Data Ownership
1. Customer Ownership:
- Alchemer acknowledges that customers retain all rights, title, and interest in their data. This includes all intellectual property rights associated with the data collected through Alchemer's platform[14].
- Customers manage, maintain, retain, transfer, and delete their own data within their Alchemer accounts. Alchemer does not access customer data without explicit request and authorization.
2. Data Retention Policy:
- Alchemer provides tools for customers to set up and manage their own Data Retention Policies (DRP). This allows account administrators to specify how long survey responses should be retained before being automatically deleted.
- Compliance Administrators can manually apply DRP settings to surveys, questions, and question library elements, ensuring that data is managed according to organizational policies and regulatory requirements.
Data Portability
1. Right to Data Portability:
- Alchemer supports the right to data portability, allowing individuals to obtain and reuse their personal data across different services. This right is particularly relevant under regulations like the General Data Protection Regulation (GDPR)[12][13].
- Customers can export their data from Alchemer in various formats, such as CSV or Excel, facilitating easy transfer to other systems or platforms.
2. Data Export Features:
- Alchemer provides robust data export features, enabling users to export raw data, individual responses, and reports. These exports can be performed for specific surveys or question library elements, ensuring flexibility in data management.
- The platform also supports integrations with other applications, allowing seamless data transfer and synchronization between Alchemer and external systems[16].
Compliance and Security
1. Compliance with Regulations:
- Alchemer complies with various data protection regulations, including GDPR and HIPAA, ensuring that data portability and ownership rights are upheld. This includes providing tools for data access, correction, and deletion as required by these regulations[10][12].
- The platform's security measures, such as encryption and access controls, further protect data during transfer and storage, ensuring that data remains secure and compliant with regulatory standards.
2. Privacy and Data Use Policies:
- Alchemer allows account administrators to configure privacy and data use policies, which can be applied to all surveys. These policies ensure that respondents are informed about how their data will be used and can consent to data processing before participating in surveys.
Alchemer offers flexible terms for scaling up or down as organizational needs change. Here are the key points regarding these terms:
Scaling Up
1. Adding Users:
- Individual Accounts: Users can be added by navigating to Account > User Management > Users and clicking the Add License button. The number of new users can be specified, and the total cost will be calculated at checkout.
- Bulk Addition: Users can be added in bulk by importing a file of users or using the bulk license option within the application[10].
2. Upgrading Plans:
- Plan Upgrade: Users can upgrade their plan at any time by navigating to the account settings and selecting a more advanced plan. The payment is prorated, and the change is immediate[14].
- Enterprise Packages: For larger organizations, Alchemer offers Enterprise Packages that include custom agreements, large-scale user management, and additional features tailored to the organization's needs[12].
Scaling Down
1. Removing Users:
- Disabling or Deleting Users: Users can be disabled or permanently deleted from the account. Disabling a user frees up their user seat while retaining their information in Alchemer for future use.
- License Management: Licenses can be reassigned or removed as needed. This can be done individually or in bulk through the user management interface[10].
2. Downgrading Plans:
- Plan Downgrade: Users can downgrade their plan by navigating to Account > Summary > Account Overview and selecting the downgrade option. This change is immediate, and the account will not auto-renew at the higher rate.
- Free Plan: Users can downgrade to the Scout License (free plan), which limits the number of surveys and responses but retains all existing data in an archived state.
Billing and Subscription Management
- Monthly and Annual Subscriptions: Alchemer offers both monthly and annual subscription options. Users can switch between these billing cycles by canceling their current subscription and re-subscribing at the end of the term.
- Auto-Renewal: Subscriptions auto-renew by default, but users can cancel auto-renewal to prevent the subscription from continuing at the end of the term.
Customization and Flexibility
- Custom Agreements: For enterprise clients, Alchemer provides custom agreements that include tailored solutions for scaling up or down based on specific organizational needs[12].
- User Roles and Permissions: Alchemer allows for detailed customization of user roles and permissions, enabling organizations to manage access and functionality as they scale[17].
Alchemer has specific terms and conditions regarding contract renewal and cancellation. Here are the key points:
Contract Renewal
1. Automatic Renewal:
- Alchemer subscriptions automatically renew at the end of each term. For annual subscriptions, this means they will renew for another year unless cancelled[13].
- Monthly subscriptions also auto-renew each month unless cancelled.
2. Renewal Notification:
- For annual subscriptions, accounts paid with a credit card will automatically renew 11 months from the date of the initial payment. Invoices are made available in the account's Billing section immediately following the processing of the payment.
3. Changes to Subscription Plans:
- If you wish to convert an annual plan to a monthly plan, you must first cancel your annual subscription. This change cannot be made mid-term.
- Upgrades or downgrades to different annual plans can be made during the subscription term, but converting from annual to monthly requires cancellation and re-subscription after the term ends.
Contract Cancellation
1. Cancellation Process:
- To cancel an annual subscription, navigate to Account > Summary > Account Overview and select the Cancel Subscription option in the Common Account Actions section. You will need to review the FAQs concerning your subscription and billing, input your password, check the confirmation box, and click Cancel Paid Subscription to confirm.
- After cancellation, you will continue to have access to your account until the end of your current subscription term. The account will not auto-renew after this period.
2. Refund Policy:
- Refunds are generally not issued for unused time if you cancel your subscription. This means that once you cancel, you will not receive a refund for the remaining period of your subscription.
3. Data Deletion:
- Upon cancellation and after the subscription term ends, all your data, projects, contacts, and collected responses are deleted and cycled out of Alchemer's backups. Once you confirm deletion, you will no longer have access to your account.
4. Billing Cycle Adjustments:
- If you upgrade your Alchemer account in the middle of your billing cycle, the change to your account status is immediate, and the payment is prorated.
Additional Considerations
1. Account Managed Exclusion:
- Monthly subscriptions are not available for Account Managed accounts. These accounts must adhere to annual subscription terms.
2. Payment Methods:
- Payments for subscriptions under $5,000 must be guaranteed by credit card and set to auto-pay. Alchemer accepts VISA, MasterCard, Discover, and American Express (USD only). Checks are accepted for annual account subscriptions over $5,000.
3. Legal and Compliance:
- The terms of service include provisions for dispute resolution through binding arbitration, and there are specific clauses related to data protection and compliance with applicable laws[13].
These terms and conditions ensure that customers are aware of their obligations and the processes involved in managing their Alchemer subscriptions, including renewal and cancellation.
Alchemer software meets several compliance standards to ensure the security and privacy of the data collected through its platform. Here are the key compliance standards that Alchemer adheres to:
HIPAA Compliance
- Health Insurance Portability and Accountability Act (HIPAA): Alchemer provides features that help customers create HIPAA-compliant surveys. This includes data encryption at rest using AES-256, encryption in transit using TLS 1.3, and the ability to execute a Business Associate Agreement (BAA) with Alchemer[14][15].
FERPA Compliance
- Family Educational Rights and Privacy Act (FERPA): Alchemer offers features to help create FERPA-compliant surveys, ensuring the protection of students' educational records[15].
GDPR Compliance
- General Data Protection Regulation (GDPR): Alchemer is committed to GDPR compliance, providing tools and features to help users comply with GDPR requirements. This includes data encryption, secure data storage within the EU, and the ability to complete a Data Processing Addendum (DPA).
CCPA Compliance
- California Consumer Privacy Act (CCPA): Alchemer adheres to CCPA requirements, ensuring that personal data collected from California residents is handled in compliance with the act.
PCI DSS Compliance
- Payment Card Industry Data Security Standard (PCI DSS): Alchemer ensures PCI DSS compliance for secure payment processing, including data encryption and secure handling of cardholder data[20].
ISO 27001 and SOC 2 Type 2 Certification
- ISO 27001: Alchemer is ISO 27001 certified, which is an international standard for information security management systems (ISMS)[10].
- SOC 2 Type 2: Alchemer is also SOC 2 Type 2 certified, which ensures that the company meets stringent security, availability, and confidentiality standards[10].
Additional Security Measures
- TLS Encryption: Alchemer uses Transport Layer Security (TLS) protocols to encrypt data in transit, ensuring secure communication between users and the platform.
- Data Retention and Deletion Policies: Alchemer provides options for data retention and deletion, allowing users to manage their data in compliance with various regulations.
These compliance standards demonstrate Alchemer's commitment to providing a secure and compliant platform for data collection and management.
By Alchemer