Qualtrics at Utrecht University

Uit ITforResearch bij Universiteit Utrecht

Utrecht University has acquired a Qualtrics license.

Information about Qualtrics[bewerken]

Qualtrics SLA[bewerken]

The Qualtrics “Master Services Agreement” has some pages about “Qualtrics Incident Response and Service Levels”. These are snippets from these pages. For more information see the “Master Services Agreement”.

Availability: Qualtrics will use commercially reasonable efforts to ensure that the Subscription Services will be available at all times, excluding when the Subscription Services are unavailable due to (a) required system maintenance as determined by Qualtrics (“Scheduled Maintenance”); and (b) causes outside of the reasonable control of Qualtrics that could not have been avoided by its exercise of due care, including any outages caused by: (i) the Internet in general; (ii) a Customer-caused event; or (iii) any Force Majeure Event (“Availability”).

Remedies for Downtime: If Downtime exceeds a certain amount per month, Customer will be entitled, upon written request, to a credit.

Incident Response: An Incident involving the loss or unauthorized access of Data, not due to Customer’s errors or omissions, will always be categorized as Code Red. In such a case, Customer will be notified as expeditiously as possible after a disclosure is discovered. Qualtrics will conduct a formal investigation and will deliver an official written report to Customer within two weeks of the Incident.

Qualtrics has four “incident levels”, 4, 3, 2 and Code Red (most urgent). Code Red is defined as follows:

  • Typical Conditions: Loss of a key functionality or access to Service. Data loss due to unauthorized access. A suspected/actual data breach or security threat. Survey taking severely hindered or impossible.
  • Resolution Response: Full engineering efforts directed toward resolution. After hours, Engineer-on-call will be contacted and will work nonstop until resolution is met.

Tips and tricks: Qualtrics themes[bewerken]

  • For creating dynamic themes: Logos in Qualtrics themes have a padding of 20px all around the logo that is applied to all dynamic themes. Due to this, there are two options if you wish to remove this [source: email from Qualtrics support]:
    • The first option, if you are not very familiar with custom code, would be to make one image file for your logo that consists of the yellow banner and the logo image all together in one .png file and you can then upload this to your theme under admin >> themes >> logo.
    • You can use custom CSS coding to remove the padding for the logo container. We do not assist with custom code, but you can find many useful articles on our community pages here and here is some coding that you can test by entering it into 'custom css' in the look & feel menu and previewing your survey:
     .Skin #LogoContainer {
        padding: 0px;
     }
  • The default theme for your brand: now "Default UU theme (EN)". How to adjust (only for brand administrators): go to www.qualtrics.com/theme-design, click "Update your theme", click "Which theme is the default theme for your brand".
  • The login logo for your brand. How to adjust (only for brand administrators): go to www.qualtrics.com/theme-design, click "Update your theme", click "Other", type "Please change the brand logo for my account". You will see this in the lower left corner of every Qualtrics page after your login.
  • The favicon for your brand. How to adjust (only for brand administrators): go to www.qualtrics.com/theme-design, click "Update your theme", click "The favicon for my theme/brand". Make sure it is changed for the brand.

Tips and tricks: Qualtrics permissions[bewerken]