FIMS and DonorCentral Support Service Level Agreement

Customer Support  

The client support team is dedicated to providing best-in-class service to our clients in a timely fashion. We continue to strive and listen to the needs, workflows, and processes of our clients and provide the best resolution possible within the NPact product suite.

Client Support Process

The client support process is focused on resolution of all tickets submitted by our clients, and review and escalation (as needed) of any needs associated with platform performance, functionality, or user experience.

Our support team is here to provide direct support and issue resolution for NPact’s suite of products that includes Foundation Cloud Grants, Foundation Cloud Community Portal, Fund Investment Tool, FIMS and Donor Central.  They will also provide guidance around integration settings with our partner CRM and financial products.

How to put in a Support Ticket

To enter a ticket, you can access the Support and Training area on our website or go to https://support.npact.com.

• Here is a link to a video with an overview of the Support Portal and information on how to submit a support ticket.
• As mentioned in the video, you will be asked to complete a few fields:

• Please only enter one issue per ticket (related tickets may be referenced in the new ticket).
• One of the fields will ask you to choose the Severity of the Issue.  This will help us to appropriately prioritize tickets.  There are a few things you can do on your end to help with this prioritization:       

          *Do an internal check - is anyone in your organization experiencing the same problem? Is your subject matter expert aware of a solution or a workaround?

          *When you enter a ticket, remember to be specific and descriptive – What product were you using?   What task were you trying to accomplish? Was there an error?

          *Screenshots are helpful to describe what you were doing so we can attempt to replicate the issue.

How to get access to the support portal

• If you need access to the Support Portal, please contact access@npact.com.
• For any new team members’ access, please have an authorized contact reach out to request access.
• Please do not put in a Support ticket to request access for a team member. That will be handled by contacting access@npact.com.

Triage and Response Times

Issue Resolution

We strive to reduce handoffs by ensuring that tickets are reviewed and assigned systematically, assigning specialists based on their experience and related open tickets for your organization.

Ticket escalations are out of necessity, recognizing that there are varying levels of complexity behind the issues that our clients face using the products.

Our process is collaborative – each level of our support team is required to document their work, so that the next team member (if needed) has baseline knowledge of the issue and the steps taken to identify a resolution.

Response Times

Initial contact – Determined by the issue severity; We endeavor to reach out to acknowledge every ticket within 1 business day of submission.

Resolution time – Varies based on complexity, but we do endeavor to remain engaged and responsive throughout the process of resolution.

Case Closure Times 

When a case has been resolved at our end, we will reach out and ask you to review. If we don’t hear back from you within 5 business days, the ticket will be closed. If you are still experiencing the same issues after the case is closed, please put in a new ticket, referencing the old ticket, and we will investigate it further.

If during the process of investigating your issue it is determined that we need further information, we will reach out to you.  If we reach out 3 times and do not receive the requested information, we will close the case after 5 business days.

For both scenarios mentioned above, if you provide any response on the ticket, the time will reset the case closure timeline. Adhering to these timelines allows us to provide the best possible support for everyone. We ask for your partnership in this process to aid us in achieving our shared goals in ticket resolution.

The following table details the various case closure times.  Please remember that any communication, even requesting to ‘keep the case open’, will reset the closure timeline.

Key Support Resources 

If you have issues (no response, early case closure, etc.) with Support, please reach out to the following resources:

Amy Strom-Director of Customer Success. astrom@npact.com

Shahzad Ali- Director of Engineering – Products. sali@npact.com