Customer Support

Service Level Agreement for Customer Support

What is the service level agreement for support?

Depending on the issue raised, we have different SLA goals for first time response and ongoing updates. At Donorfy, we categorise tickets into the following priorities and targets.


Urgent Priority

  • Organisation is unable to access Donorfy or a business-critical function/feature is unavailable where no reasonable workaround exists.
  • Response Target:
    • Essentials and Starter - 3 hours.
    • Professional - 2 hours.
    • Enterprise - 1 hour.
  • Ongoing Updates Target:
    • Essentials and Starter - 6 hours.
    • Professional - 4 hours.
    • Enterprise - 2 hours.

High Priority

  • Key functionality is impacted or significant performance degradation is experienced. Resulting in high impact to fundraising operations and no Reasonable workaround exists.
  • Response Target:
    • Essentials and Starter - 6 hours.
    • Professional - 4 hours.
    • Enterprise - 2 hours.
  • Ongoing Updates Target:
    • Essentials and Starter - 1.5 days.
    • Professional - 1 day.
    • Enterprise - 4 hours.

Medium Priority

  • Unable to access or use non critical components of Donorfy. Organisation still able to conduct business as usual.
  • Response Target:
    • Essentials and Starter - 1 day.
    • Professional - 6 hours.
    • Enterprise - 3 hours.
  • Ongoing Updates Target:
    • Essentials and Starter - 1.5 days.
    • Professional - 1 day.
    • Enterprise - 6 hours.

Low Priority

  • Inquiry regarding a small impact to low number of users. Cosmetic technical issue or general ‘how to’ enquiry.
  • Response Target:
    • Essentials and Starter - 2 days.
    • Professional - 1 day.
    • Enterprise - 1 day.
  • Ongoing Updates Target:
    • Essentials and Starter - 2 days.
    • Professional - 2 days.
    • Enterprise - 2 days.

What Donorfy Support covers

The Donorfy team are here to support you with your use of Donorfy and enable you to do more of what matters.

So if you have a question on anything about Donorfy that you don’t quite understand, something is not working as expected and has not been remedied by our Academy or Knowledge Base, or something appears to be broken (including Forms, base Web Widget coding or integrations built by Donorfy) then please contact the team. We’re a super friendly bunch!

What Donorfy Support does not cover

Whilst we can provide assistance on most matters, there are some items that not covered by ourselves. These include:

  • Setting up Donorfy. Our implementation services can help with that.

  • Issues relating to your data migration, configuration, or custom integrations. Your Donorfy Partner, consultant or developer will be able to work through this for you.
  • Technical services such as data cleaning or questions about the API. Refer to the interactive documentation to understand more about the API.
  • Help or issues with functionality of integrated platforms such as Mailchimp and JustGiving. Please refer to the platforms support team.
  • Where Donorfy Web Widgets have been customised beyond the base code (other than styling) and are no longer working as they should do. Please refer to the whoever manages your website or a Donorfy Partner. However, this article or this article may hold the key for help solving the problem

Training

Join the Donorfy Academy team and build your Donorfy skills. The Academy hosts live training on adding Constituents, updating the Profile and Timeline, Transactions & Acknowledgements, Configuration, Lists, Forms and Opportunities, as well as an ever-expanding library of over 50 on-demand video courses. Want to take things to the max? Excellent, there’s a certification programme also! 

Register here at the Donorfy Academy

Not sure who to contact?

Sometimes it isn't clear who can solve your problem. In that case, submit a request to us and we'll either resolve your request under support or signpost you to someone who can.