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    Your success, your way

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

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    More choice, more value

    Choose from three tailored levels of support – from essential self-service tools to your own Customer Success Manager. 

    Essential Plan

    Perfect if: You’re confident navigating things on your own and happy with online support.

    Included with Donorfy:

    • Unlimited online support cases
    • Complete knowledge base access
    • 2 authorised support contacts
    • Recorded accelerator webinars
    • Feature release updates
    • Standard support hours (9am-5pm)

     

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    Standard Plan

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

    Includes everything in Essential, plus:

    • Live chat support
    • Telephone callback service
    • Advisory support for "How do I...?" queries
    • Annual Customer Success team check-in
    • 15-minute adoption clinics
    • Donorfy Academy on-demand content
    • 4 authorised support contacts

    .

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    Premier Plan

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

    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

     

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    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!

      The Essential Plan (included free with your subscription) provides the same brilliant technical support we've always offered, while the Standard and Premier plans offer enhanced support options for organisations wanting more proactive guidance.

      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.

    • Is support still included in my Donorfy subscription?

      Absolutely! The Essential Plan is completely free and included with every Donorfy subscription.

      This includes unlimited online support cases, full knowledge base access and all the core support services you need.

      The Standard and Premier plans are optional upgrades for organisations wanting additional support features.

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

      It depends on your charity's needs and preferences!

      If you're happy with self-service support and have the time to research solutions independently, Essential might be perfect.

      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.

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