Support Services: donor.com is committed to providing a comprehensive level of support to its client community. Each client has a contracted number of Support Units available to them each month. By allowing a client to spend their Support Units according to their priorities, donor.com puts the client in control. Also, up-to-the-minute support usage statistics can be reviewed at any time via our online ticket system. Every work request is tracked and logged, and progress reports are automatically emailed to the appropriate contacts in your organization to ensure complete accountability.

Project Tracking: Our custom ticket tracking system ensures that a complete audit trail and effective communication mechanisms are in place to ensure the highest level of accountability possible. Clients receive access to donor.com’s Ticket Tracking System, where Support Unit usage information and comprehensive project tracking can be reviewed at any time. Time spent providing support is tracked in minimum units of 0.1 hours. donor.com’s Ticket Tracking System allows you to create work "tickets", and monitor and control work progress. The Ticket Tracking System also creates a full audit trail of work completed – creating a historical, searchable knowledge base of an organization’s past issues and resulting solutions.

Operational Services: donor.com can augment your staff's time during busy times, as well as augmenting your staff's skills for more advanced functions. Through donor.com, your organization has the ability to outsource as much or as little of your day-to-day operations as you choose. We can provide assistance with:

• Creating and running data selects for your direct mail campaign
• Creating, running and distributing reports on your behalf
• Creating custom data files for vendors such as mail houses, call centers, or advertising agencies
• Special printing needs and other operational activities

Each client has a contracted number of Support Units available to them each month.  These units can be spent however the client chooses.  For example: ABC organization receives 50 support units per month.   One month they might need more Tier 1 support, the next month they need more Tier 3 support, and the next month more Tier 2.  By allowing a client to spend their Support Units according to their priorities, donor.com puts the client in control of their support.  Also, up-to-the-minute support usage statistics can be reviewed at any time via our online ticket system.

• Tier 1 Support:  (1 hour = 1 Support Unit) Basic helpdesk: Tier 1 is basic support primarily for users.  This level refreshes users after their initial training or provides answers the user could discover for themselves in our online manuals.  Ideally, donor.com’s Primary Contact on staff within the client organization will answer these questions for their end-users.  donor.com provides back-up for those times that the Primary Contact person is unavailable or unable to answer a question.
• Tier 2 Support: (1 hour = 2 Support Units) Performing "Power User" functions for your organization: Tier 2 is specialized support that addresses end-of-day procedures, creating and running selects, creating reports, creating output for vendors, and special printing needs.  This is a managerial level of support.  End-users would not request this level of assistance.  This level is targeted at data entry supervisors or development division managers.
• Tier 3 Support: (1 hour = 4 Support Units) Integration and Analysis: Tier 3 provides for the development of custom solutions, enhancements, and custom integration with existing client applications.

donor.com allows you to pre-buy a block of support unit help, and then spend those "units" on different types of Support throughout the month.

Sample Scenario:

If you purchased one 10-unit block of standard support ($355 per month for 10 units per month), this is how it would work out: