About us Support Log in
    Chat to Sales FREE TRIAL

    Your success, your way

    Introducing flexible Customer Success Plans for Donorfy - because every charity's needs are unique.

    Chat to Sales See comparison
    Tree Images

    More choice, more value

    Tailored levels of support, from fast, friendly help to your own Customer Success Manager.

    Standard Plan

    Perfect if: You're happy to self-guide, but want faster access to support if needed.

    For just 15% on top of your Donorfy subscription, Standard includes:

    • Unlimited online support cases
    • Live chat support and telephone callback service
    • Full knowledge base and learning on-demand content
    • Advisory support for "How do I...?" queries
    • Annual Customer Success team check-in
    • Donorfy Academy on-demand content
    • 4 authorised support contacts
    • Support from 9am to 5pm
    See full comparison
    Premier Plan

    Perfect if: You’d value a dedicated Customer Success Manager to guide your success.

    Pricing is tailored and includes everything in Standard, plus:

    • Dedicated Customer Success Manager
    • Personalised Success Action Plan
    • Regular outcome review meetings
    • Lead Technical Support Engineer
    • Inclusive FlexPoints for additional services
    • Priority support response times
    • 8 authorised support contacts

     

    See full comparison

    Why choose a success plan?

    Tailored to your needs

    Choose the level of support that matches your charity's size and ambitions.

    Maximise your investment

    Get more value from Donorfy with expert guidance, training and strategic support.

    Built by fundraisers

    Our success team understands the charity sector and speaks your language.

    Proactive partnership

    Get structured success planning, not just reactive support when things go wrong.

    Guaranteed service level

    Enjoy defined response times and escalation paths.

    Success without limits

    Get a dedicated Success Manager, without having an Enterprise-level subscription.

    FAQ's

    • How is this support different from other CRM providers?

      Many CRM providers tie their best support to their most expensive plans, or only offer reactive help when things go wrong.

      Our Customer Success Plans are different – they're proactive partnerships designed around your ongoing success, not just problem-solving.

      Plus, you can start light and scale up as your charity grows, rather than having to jump to a completely different pricing tier just to get better support.

      Other providers also offer support that's not contractually guaranteed. Donorfy CSPs provide defined service levels and escalation paths, so you will always get the support you've been promised.

    • Why has Donorfy made changes to support?

      We're introducing Customer Success Plans (CSPs) to give you more choice in how you receive support and guidance. Rest assured, whatever support you choose, it'll still be the same great team you speak to!

      One of the key benefits of this change is that support is no longer tied to your Donorfy subscription level.

      Previously, for example, Pro customers who wanted access to a Customer Success Manager (CSM) could only get that through the Enterprise subscription. Now, with CSPs being separate, you can choose the level of support that best suits your organisation, regardless of your Donorfy package.

    • How do I know which plan is right for my charity?

      It depends on your charity's needs and preferences!

      Our most popular plan is standard, which is ideal for most charities.

      If you fancy a dedicated relationship with strategic support and proactive guidance, Premier is the way to go.

      If you're not sure, get in touch to discuss your best fit.

    Support to smile about

    Chat to Sales
    FREE TRIAL
    shutterstock_1718299927 (1) medium-1