Support
Our Support model is based on defined levels of Support, key SPoCs, and communications via the Support Portal. This model benefits everyone by ensuring clear and full documentation of the issue, efficient internal escalation of your case, and capturing information for expanding valuable resources (like this Help Center!).
| Users & Parish SPoCs | SPoCs & Diocesan SPoCs | MP Team |
|---|---|---|
| Have questions. | Answer basic user questions. | Answer SPoC questions. |
| Report problems. | Manage the network and servers. | Troubleshoot issues. |
| Make suggestions. | Understand MinistryPlatform. | Maintain Help Center/resources. |
| Use Help Center/resources. | Escalate unresolved issues to Support. | Improve and update the software. |
But the MinistryPlatform Team isn't just about answering tickets. We invest in your church by:
- Enhancing and improving our software regularly.
- Updating our software on your server for you.
- Providing two free view assists each month.
- Making minor HTML/CSS tweaks to labels and themes for you.
Basically, we don't nickel and dime you for stuff that we can do quickly! These "extras" items (not covered by your Service Level Agreement) are subject to our availability.
Note: Please refer to your Service Level Agreement (SLA), which sets the specific contractual obligations between ACS Technologies and your church.