Improving Earthsim Quality
Here at Earthsim we want to provide the best customer service and application performance we can. To do this, we need your feedback. Earthsim has four main channels for accepting your feedback.
Contact Us!
Alternatively, you may contact us at support if you have any queries, problems or feedback about Earthsim, its technology or the website.
Questionnaires
If you have chosen to remain on our mailing list, we may email you to ask for structured feedback about Earthsim. This will often be in the form of a questionnaire page on our website. We are interested in your experience of Earthsim, any problems you may have found, and any ideas for you may have to improve it. You can join or leave the mailing list at any time by setting a preference in your user settings when you login to the website.
Automated Feedback
Earthsim includes technology to provide automated feedback to our support team, which helps us to provide you with the best experience we can.
Problem reporting
If the Earthsim browser encounters a problem that causes it to exit, a feedback dispatcher application will start up that allows you to report the problem to Earthsim support. The report will contain crash information, error logs, hardware details and Earthsim performance data, but will contain no personal information other than your Earthsim account name. The dispatcher application gives you the option to decline to send the report if you wish.
Performance feedback
When you install the Earthsim browser, you are given the option of enabling automatic feedback reports to Earthsim support. If enabled, feedback reports will occasionally be dispatched when the browser application opens and closes. You can change this setting at any time using an option in the main menu of the browser. The report will contain error logs, hardware details and Earthsim performance data, but will contain no personal information other than your Earthsim account name. The report will typically include:
- The browser version.
- Hardware driver versions and Operating System version.
- Successful and unsuccessful logins (no user details, only error and failure codes).
- Time and duration of session.
- Frame rate details including average frame rate, min. and max. frame times.
- Technical debug information to allow problems to be diagnosed by Earthsim support.
Earthsim may add to this list over time, but Earthsim applications will never report personal information other than your account name.
Earthsim applications will never report feedback of any kind without your consent.