support - donor.com

Gold Support

Gold Support
features & benefits

donor.com is commited to high levels of support while ensuring clear and fair processes that are both transparent and accountable.

donor.com Support can help you with everything from basic help desk functions to performing power-user functions for your organization, to business analysis to help you streamline your processes.

You can contract for as many 10-unit packages as you think your organization will need -- allowing you to "right-size" your support needs and expectations.

Price: Contact DonorWare for a login to access pricing information

Includes:
The Gold Support package includes these features and services:

  · 10 support units per month
  · can be used for T1, T2, or T3 levels of Support
  · 8:00am to 5:00pm MT M-F support availability
  · requests will be acknowledged within one business day
  · rush jobs consume units at double (2x) rate

Excludes:
To avoid confusion, these items are not included in the Gold Support package:

  · enhancements go through our TDDE process for analysis and estimation
  · can not be be mixed with Platinum Support Packages

Required Services:
These services are required for Gold Support to function:

· DASCO

Platinum Support

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Platinum Support
features & benefits

The Platinum Support Package helps organizations with longer operating hours or those who require more immediate responses.

donor.com is commited to high levels of support while ensuring clear and fair processes that are both transparent and accountable.

donor.com Support can help you with everything from basic help desk functions to performing power-user functions for your organization, to business analysis to help you streamline your processes.

You can contract for as many 10-unit packages as you think your organization will need -- allowing you to "right-size" your support needs and expectations.

Price: Contact DonorWare for a login to access pricing information

Includes:
The Platinum Support package includes these features and services:

  · 10 support units per month
  · can be used for T1, T2, or T3 levels of Support
  · 8:00am to 5:00pm MT M-F support availability
  · requests will be acknowledged within four business hours
  · rush jobs consume units at one and a half (1.5x) rate
  · Additional after hours emergency coverage

Excludes:
To avoid confusion, these items are not included in the Platinum Support package:

  · enhancements go through our TDDE process for analysis and estimation
  · can not be be mixed with Gold Support Packages

Required Services:
These services are required for Platinum Support to function:

· DASCO