Support Program Comparison

Transcription

1 LIVE CUSTOMER SUPPORT Support Program Comparison SofterWare offers the finest, most comprehensive support services available, with dedicated support professionals committed to your complete satisfaction. We offer support plans to fit the budget and level of service appropriate to your organization. Premium Support Our most comprehensive set of services with our highest level of priority response time, as well as extended hours of support availability. Full Support A lower-cost alternative for clients that still provides full access to our support professionals during normal business hours. Maintenance Support Enables clients, after their first year of purchase, to maintain their license agreement, receive software enhancements, and have access to our online support tools and some professional services. Phone Support 800 # Regular # FAX Support 800 # Regular # 24-Hour Emergency Pager Notification (USA/Canada Clients Only) Emergency Phone Number Remote Access Support Support Live Chat Support SUPPORT AVAILABILITY Telephone Support Hours Maximum Time to Call Back PRODUCT UPDATES Product Updates & Enhancements Pre-Release Enhancements PREMIUM FULL MAINTENANCE Monday - Friday 8:30 A.M. - 8:00 P.M. Eastern Time + 24-Hour Pager* 2 Hours or less* Monday - Friday 8:30 A.M. - 8:00 P.M. Eastern Time* Same Day or 1 Business Day* ADDITIONAL SUPPORT SERVICES Knowledgebase UserVoice - Suggest & Vote User Meetings E-Tips Newsletters User Forum Clients Only Web Site Client Satisfaction Liaison Call-the-President Hotline *excluding major holidays

2 ACCESS TO OTHER SERVICES Access to Data Services Access to Training Effective November 2011 PREMIUM FULL MAINTENANCE* 10% Surcharge 10% Surcharge Additional Pricing Information Reinstatement Fees For those clients who discontinue participation in our support plans and later wish to re-enroll, a reinstatement fee will be charged. This fee will be 100% of the current maintenance support plan price multiplied by the number of years since the date the service was discontinued. CPI Adjustments Support plan prices will be adjusted every year for inflation based on the CPI (Consumer Price Index). This method will help prevent larger periodic price increases, and will help your organization budget for the future. If we introduce a new support benefit that can potentially increase the cost of support beyond the CPI, you will be given advance notice. Participating in SofterWare s support plan is one of the best investments we make each year. Getting unlimited friendly and knowledgeable assistance, free automatic upgrades, as well as the other benefits, saves us time and money. Linda Schatz Play & Learn Center

3 Support Program Features & Services Live Customer Support Toll-Free Phone Support: In client surveys, our support department consistently receives the highest ratings and praise. Participants in our Premium support program are able to call for technical support through a dedicated toll-free 800 phone number. Phone support is provided to Full support clients through regular phone numbers. Emergency Phone Number: When all lines are occupied, you are able to activate a special emergency line where you can leave a message and your call will be flagged as high priority. Remote Access Support: Remote access support allows us to connect to your computer via the Internet (with your approval). That way we can watch your screen while you are using the system! There is no program to install or anything to purchase to take advantage of this service. Support: One of the fastest and easiest ways to get your support questions answered is to send us an . Simply access the Request Help link through the Clients Only section of the website. When you click Submit, your is sent to our support staff for immediate review and routing to ensure a prompt response. Toll-Free FAX Support: Faxes can be sent to SofterWare via an 800#, providing another method to send us a description of your problem. Fax support is provided to Full support clients through regular phone numbers. 24-Hour Emergency Pager Notification (USA/CANADA Clients Only): A SofterWare support representative will be available after regular business hours to help with any emergency services you may need. LiveChat: Contact our support team from anywhere in the world via a live chat session from our website. Type in a question or request assistance, and a technical support person will reply with the answer, including links to more information. If you need an answer right away, it s faster than and convenient if you are not near a phone. Product Updates Product Enhancements & Updates: Using the latest nonprofit research and best practices, as well as clients comments and suggestions, we are constantly improving DonorPerfect. In addition to improving fundraising features, the enhancements make the system faster, more efficient, and easier to use. Pre-release Enhancements: As we implement product enhancements, they are made available on a limited basis to clients who help us evaluate them and make suggestions for further refinements, based on their needs. Additional Support Services = Premium = Full = Maintenance Knowledgebase: Need information on a specific topic? Want to look up how to do something on your own? It s all in our Knowledgebase manuals, videos, quick tips, factsheets, how-to guides, and more. Users rate what is helpful, and even add their own suggestions. User Meetings: Scheduled during several major nonprofit conferences, these meetings provide an opportunity for you to meet with DonorPerfect staff and other users, see sneak previews of future development, exchange ideas for new system features, and learn how other users like you are using their systems to full advantage.

4 E-Tips: Each month, DonorPerfect clients receive an ed tip on topics that help improve the use of our products or services, such as time-saving system tips, how to handle new government regulations, better ways to access and use data, and more. Periodic Newsletters: The DonorPerfect newsletter includes information on upcoming enhancements, training class schedules, and seasonal procedures, as well as tips and techniques that help you get the most from your software. User Forum: SofterWare offers a unique electronic forum for client discussions. This is a great place to share your successes and challenges with fellow users - wherever they may be. Share tips, ask questions, make suggestions, or just see how others use DonorPerfect to solve their administrative problems and information management needs. Clients Only Web Site: SofterWare maintains an extensive and growing web site devoted exclusively to our clients. Features include how-to guides; past E-Tips and newsletters; User Forum; product incremental updates; manuals and other documentation; support, training and data services, electronic request forms, and more. UserVoice - Suggest & Vote: If you have an idea or suggestion to improve DonorPerfect, type it into UserVoice, or see if it s already there. Other clients will see it and vote if they agree with you, or provide further input into your idea. The more votes, the better the chance it will become a priority for our development team to implement. Client Satisfaction Liaison: SofterWare is committed to your satisfaction. Our client satisfaction liaison acts as an advocate for your organization to every department within our company until your issue is resolved in a timely and satisfactory manner. Call-the-President Hotline: Clients can call a toll-free 800 number to provide feedback directly to the company president. SofterWare is committed to encouraging and responding to our clients needs as efficiently as possible. This represents our commitment to our customers and gives clients an opportunity to voice their comments directly to our executive management. Access to Other Services Access to Data Services: After your initial purchase of DonorPerfect, you may require future data conversions, and other data services such as NCOA, CASS certification, prospect research, matching gifts, deceased record notification and more. SofterWare offers all these services at a modest fee per service. Maintenance clients pay an additional charge to be eligible for these services. Access to Training: SofterWare offers a full complement of training regional classes around the country, webinars, on-site and virtual on-site training to help new and experienced users get the most out of their systems. SofterWare offers these training options at a modest fee per training. Maintenance clients pay an additional charge to be eligible for training.

5 Commonly Asked Questions Do I have to choose a support plan? DonorPerfect Online clients must participate in a support plan, and we strongly recommend participation by all DonorPerfect clients. We know that clients who participate in a plan use DonorPerfect more effectively, and they consistently report higher satisfaction. In addition, if you wish to receive product updates and enhancements, you must, at a minimum, be on the Maintenance support. Can I continue to use the software without support? DonorPerfect clients who use our installed version can use the software, but they will be locked into the current version. This means they will miss the latest features and technology available. Also, their version will eventually not be compatible with later versions of Microsoft s operating systems, and they will be charged a reinstatement fee to rejoin support. NOTE: Pay Per Call, which enabled organizations not on a plan to pay for each support call individually, will no longer be available. You must be on Premium or Full support to speak with a support representative. Can I change my support plan to a different level? Yes, you can upgrade to a higher-level plan at any time. If you pay for support on an annual basis, you will simply be charged the difference in fees, prorated for the remainder of your support contract. You can downgrade your plan when your annual contract expires. If you are a DonorPerfect Online client and you pay monthly, your fee will be adjusted up or down the following month. This fee may be prorated if you make a change in the middle of the month. Is my support plan price guaranteed? During your first year as a SofterWare client, regardless of whether you choose to prepay for the year or pay monthly, the price of support will not change. After the first year, the cost of support will be adjusted based on the CPI (see Additional Pricing Information as well as the change my support plan question above for exceptions). How do I rejoin support if I ve previously canceled participation? Simply contact your account manager at (800) To recover product development expenses that other clients have been supporting, a reinstatement fee will be charged. See Additional Pricing Information for more information. How do I contact support and what are the available resources? An outline of all the available support resources is listed above. When you choose a support plan, you will receive a welcome letter that will outline all the support options you have chosen, and will also provide the necessary information you need to contact support and enjoy all the benefits. We work with an annual budget. How can I anticipate what support will cost in the future? We adjust support plans on a yearly basis to match the CPI (Consumer Price Index). See Additional Pricing Information for more information. This helps avoid larger periodic increases in support costs, and allows an organization to budget more effectively. If we introduce a new support benefit that can change our support plan costs beyond the CPI, you will be given advance notice and have various plan options to meet your budget. How can I find out when my contract expires? If you are on an annual renewal, you will receive a notice at least 8-10 weeks in advance of your expiration date. If you are on a monthly payment plan, your support plan is automatically renewed. You can obtain this information by logging into the Clients Only website. After logging in, the expiration date appears in the upper right hand corner of the screen. How can I find out about training? We offer multiple training options that are perfect for new staff just learning the system as well as seasoned professionals looking to do more with the system. Visit to see what is available. Is there a way to communicate with other DonorPerfect clients? Yes! We have found that sharing experiences helps clients learn best practices and how to use the system more effectively. To encourage client communication, we offer user meetings at major conferences, and a User Forum on our Clients Only web site.