When to contact the Scalyz team

In short

Three scopes. Anything about the test — access, environment, result, the candidate's data — is settled between the candidate and Scalyz, without you. Anything about the application — role, interview, salary, decision — stays with you; Scalyz has no access to it. Anything the interface does not let you do yourself goes through the CSM team.

What Scalyz handles directly with the candidate

The candidate contacts Scalyz Support from their assessment page for any access, environment or result problem. Support handles it with them and informs you of the outcome by a two-line email. There is nothing for you to diagnose or relay; if a candidate writes to you, forward them the candidate article that matches their case (see "My candidate is stuck or has a technical problem").

What stays with you

A candidate's questions about the role, the progress of their application, the interview, pay or the decision are for you. Scalyz does not see them and cannot answer them. A candidate who asks Scalyz Support that kind of question is sent back to you.

When to write to the CSM team

• A shared campaign link shows "This link is no longer active" (see "This link is no longer active" — what to do).
• A candidate's report does not show more than an hour after the end of their assessment (see "A candidate's result is not showing").
• You want an attempt cancelled for a problem the candidate did not report themselves.
• No proposed lab covers a required skill of your role, or you are missing a setting — end date, number of positions, or any other need.
• An action the interface does not offer: correcting a configuration mistake after the first invitation, or any request about your account.

In your message, give the campaign name and, if a candidate is involved, their email.

Who to contact

If your organisation has a dedicated CSM, contact them directly.

Otherwise, write to the Scalyz CSM team: success@scalyz.com.