Frequently asked questions

If you have a question not covered in this article, reach out to our support team at help@socialpinpoint.com.

Can Social Pinpoint be customized?

Many elements relating to the look and feel of the Platform can be customized to suit the customer’s design style or brand requirements. Any customization to the design theme can be made within any limitations of Social Pinpoint's design system.

Customizations to the existing back-end functionality of the Platform or tools are generally not possible as these areas are used by all of our customers, so we need to ensure they work for everybody. We may, however, be able to accommodate requests for new functionality to be added in these areas, in some circumstances.

Can I request new features?

We are always keen to hear your ideas for improvements and new features, and encourage you to share any thoughts with your designated Account/Customer Success Manager. We review these requests on a regular basis and weigh them up with other requests and requirements to determine what will be worked on in upcoming releases.

Is Social Pinpoint accessible?

While no web platform is ever completely accessible, we are deeply committed to create web experiences that are accessible by all users.

We regularly test and fix issues in accordance with the WCAG 2.0 Accessibility Guidelines (Level AA). We’ll let you know of any accessibility improvements when they are addressed as part of new release. Learn more here.

Of course, we can only do so much towards making accessible sites, and you are responsible for ensuring your content meets any relevant guidelines.

Can I use third party tools?

Our current policy is that you are welcome to use third party tools that can be implemented through any standard tools of the Platform. However, if these tools cause issues with your site, they will not be subject to our technical support services, and you may need pay additional fees to fix them.

We may also direct you to remove any tools that cause, or have potential to cause, issues with the Platform.

Can I get help with planning and creating content?

We have a number of articles that will provide you with general advice on how to plan and run your engagements.

We also provide a range of consultancy services that can help you plan, design and run your engagements if you need a little extra help. If you are interested, please bring this up with your customer success manager.

Where is my data hosted?

Your data is hosted on Amazon Web Services (AWS), in the nominated country and data centre you live in. AWS provides a range of features that make it one of the most secure data hosting platforms in the world.

How are contributions moderated?

All contributions that are made by your visitors and members are screened through our moderation service in accordance with our Moderation Policy. This means real people read any comments or content uploaded to the site either before or immediately after it gets published.

Are there data or file size limits?

Yes, the service is governed by data limits for the size of data storage, data transfer (how much data is ‘consumed’ by your users and visitors), emails that are sent out of the Platform, and the number of comments that are moderated within a month.

Data limits will be different for each customer, so you will need to review your Customer Order Form for details.

By standard, there is a file size limit of 8MB (however this may change per site). Files either need to be compressed or split into sections to work within the file size limits.

What types of documents/files can be uploaded?

Depending on the function, tool or the question you're asking, you can upload any of these document types to Social Pinpoint: pdf, doc, docx, txt, xls, xlsx, rtf, png, gif, jpg, jpeg.

Learn more about file management here.