Free Support Guidelines

Free Support Guidelines

We are committed to providing our clients with excellent customer service through email ([email protected]) and support tickets (located in the Help menu of your database).

Each of our 250+ clients has their own unique database structure. Communicating by email allows our team the opportunity to review your customized database and then put together a helpful response, often with screenshots or links to a topic in our Q & A forum. And because it is in an email, you can reference the information again or share it with colleagues at any time.

Our clients value interpersonal relationships, and so do we! Although we’d love to talk to you on the phone, in the 20+ years that we have been serving our clients well, we’ve learned that email is the most effective & efficient way to be the most helpful.

Below you will find our support policies based on your package level.

Premium Package/Basic Package:
Free support is available after you have completed the Learning Management System training. The free support offered in your package is by email or support ticket only. This applies to any requests related to new or existing online forms.

If you would like phone support, you can purchase a phone support contract. Phone support is $120/hr. billed in 15-minute increments, and you must purchase a minimum of 2 hours ($240) of phone support.

We love helping our clients to use our software effectively, and we need to be fair to all of our clients by providing free email support while charging for phone support. We also review some requests as a team, and having an email explaining the requests helps us to serve you faster.

The cheapest and best option for you is to send us your requests or questions by email, and we will get back to you with any questions that we have.

Enterprise Package:
Free support by email or support ticket is available after you have completed our Learning Management System training.

Free phone support is available to administrators by appointment. Appointments can be scheduled after we’ve received a written request (by email) of the support items that need to be covered in the meeting. This ensures that we have everything we need to efficiently and effectively answer your questions.

All Package Levels

Please note that any questions that are outside the scope of free support (e.g. support related to 3rd party products, new reports to meet grant requirements, extensive database change requests, etc.) will be considered consulting that is billed at $150/hr. You will be provided with a quote for the amount of consulting time needed to address those questions.