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    Why Premium Support?

    SmartSimple's Premium Support Services provide you with a Dedicated Support Representative (DSR) who will handle all your support requests and will have in-depth knowledge of your SmartSimple system. You’ll also benefit from an optional monthly call with our Director of Customer Experience to discuss any questions about system functionality, training or configuration.

    Essential Support vs Premium Support Services. What’s the difference?

    While Essential Support comes standard in all our Service Level Agreements (SLAs), Premium Support Services offer enhanced access to our support team.

    Item Technical Community Support Premium Support
    Live Agent General client support group on rotation Named Dedicated Support Representative (DSR)
    Director Level Access Upon request or escalation Regular meetings and on-demand access consultations
    Configuration Services At additional fee as estimated Included (up to 4 hours per request)
    Training At additional fee as estimated Included (up to 3 hours per quarter)
    Fee Included in licensing Please contact your Account Manager

    Support for your external community

    Support for your External Community - Support360°

    SmartSimple offers optional technical and system usage assistance to your external users, including applicants, volunteers, donors, and reviewers. Technical and system usage assistance can include resetting user passwords, assisting with completion of application forms or explaining how to navigate the portal pages.

    Would Premium Support Services be right for me?

    Would Premium Support Services be right for me?

    The Premium Support Services option is ideal for organizations who don’t have an internal IT team or regularly require changes to their system involving hands-on assistance from SmartSimple.

    Contact your Account Manager for more details about Premium Support Services.