FAQs

Users that count toward your subscription limit include Project Manager or Moderator level users, and Observer-level users who are employed by the company purchasing the subscription. Participants and third-party observers do not count towards the user limit.

Solo subscriptions are limited to one user. Team and Agency level subscribers can add users at a cost of $300 per month (for monthly subscribers) or $1200/year (for annual subscribers).

Companies wishing to support a much larger amount of users than the 10 that come with our Agency level are encouraged to talk to us about an Enterprise package so that we can custom design a subscription to fit your needs.

Not sure what counts toward your User limit? Please see the question above for a full explanation.

If you only want to use Realtime for one project, we recommend the monthly subscription. There's no long-term commitment, you can cancel anytime, and we've priced Realtime so competitively that even with unlimited projects for the month, your cost will be on-par with most project-based pricing that you'll find in the industry. Plus, as an added bonus, you can have unlimited practice groups, and use the software however you like for that month,  maybe even add another project or two!

First things first: don't worry, your project will not be interrupted because of storage. If you do happen to want more secure storage than comes with your subscription, you can absolutely purchase more - just contact us and talk to one of our team members and they'll get you set up. 

You can see how much storage you have used and available space remaining by logging into your GO account.

itracks support staff are just a phone call or text chat away, with help desk access available for every group. If you want a dedicated team member to provide support while your group is running, we now offer a concierge service that can be booked with at least 48 hours notice. Dedicated concierge service is $100 per hour, billed in .5 hour increments with a minimum of 1 hour. To book this, please contact us.

At this time, video focus groups and interviews via itracks Realtime are only available for North American clients. We are working hard on a solution to give Realtime global reach, which will be announced shortly. In the meantime, itracks offers Text Chat groups via Realtime across the globe, and video focus groups and interviews via Adobe Connect for our clients outside of North America.

For recruiting, we are happy to help you find a suitable recruiter from the itracks Trusted Partner Network. To find a Recruiter in the itracks Trusted Partner network, visit https://trusted.itracks.com.

Solo and Team level subscriptions each come with 24/7 access to a full, ever-evolving catalogue of training articles and videos in our Knowledge Base, accessible through your GO account.

Agency level subscriptions receive a 1-hour private training session with a member of the itracks team. We encourage you to either designate a representative from your company to attend this training and relay information, or coordinate a time and day that works with as many users in your company as possible.

Additional 1-hour training sessions are available at a cost of $200 USD.

And, don't forget, since there are unlimited projects included in your subscription, you can practice anytime - just delete any recordings or media that you don't need anymore after you're done practicing so that you can free up your storage space. We highly recommend conducting at least one "practice" group before your first real project in order to get familiar with the software.

Yes, absolutely - as soon as you purchase your subscription, you can do as many practice runs as you want. Just remember that any data consumed as part of the practice session (e.g., via recording outputs) will count toward your storage limit, so you may want to delete these from your account before performing your real groups. 

For moderating, we are happy to help you find a suitable moderator from the itracks Trusted Partner Network. To find a Moderator in the itracks Trusted Partner network, visit https://trusted.itracks.com.