Fundraising CRM and Donor Management Software

 Customer services

Need help or guidance with your Donorfy system? You’re in the right place.

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Knowledge Base
Knowledge Base

The answer may be in the Donorfy Knowledge Base. The Knowledge Base contains the entire documentation about the product and how it works.

Donorfy Knowledge Base

Create a Support Ticket
Create a Support Ticket

Submit a ticket (request for help) to our support team. The service is included in your Donorfy subscription. You can use it as much as you like.

Submit ticket

 

What is the service level agreement for support?

Depending on the issue raised, we have different SLA goals for first time response and ongoing updates. At Donorfy, we categorise tickets into the following priorities and targets.

Urgent Priority

  • Organisation is unable to access Donorfy or a business-critical function/feature is unavailable where no reasonable workaround exists.

  • Response Target: Essentials - 3 hours. Professional - 2 hours. Enterprise - 1 hour.

  • Ongoing Updates Target: Essentials - 6 hours. Professional - 4 hours. Enterprise - 2 hours.

High Priority

  • Key functionality is impacted or significant performance degradation is experienced. Resulting in high impact to fundraising operations and no Reasonable workaround exists.

  • Response Target: Essentials - 6 hours. Professional - 4 hours. Enterprise - 2 hours.

  • Ongoing Updates Target: Essentials - 1.5 days. Professional - 1 day. Enterprise - 4 hours.

Medium Priority

  • Unable to access or use non critical components of Donorfy. Organisation still able to conduct business as usual.

  • Response Target: Essentials - 1 day. Professional - 6 hours. Enterprise - 3 hours.

  • Ongoing Updates Target: Essentials - 1.5 days. Professional - 1 day. Enterprise - 6 hours.

Low Priority

  • Inquiry regarding a small impact to low number of users. Cosmetic technical issue or general ‘how to’ enquiry.

  • Response Target: Essentials - 2 days. Professional - 1 day. Enterprise - 1 day.

  • Ongoing Updates Target: Essentials - 2 days. Professional - 2 days. Enterprise - 2 days.

 

What Donorfy Support covers

The Donorfy team are here to support you with your use of Donorfy and enable you to do more of what matters.

So if you have a question on anything about Donorfy that you don’t quite understand, something is not working as expected and has not been remedied by our Academy or Knowledge Base, or something appears to be broken (including Forms, base Web Widget coding or integrations built by Donorfy) then please contact the team. We’re a super friendly bunch!

 

What Donorfy Support does not cover

Whilst we can provide assistance on most matters, there are some items that not covered by ourselves. These include:

  • Provision of data management services, such as creating or updating records. See our CRM Manager as a Service offering for help with that.

  • Setting up Donorfy. Our onboarding services can help with that.

  • Issues relating to your data migration, configuration, or custom integrations. Your Donorfy Partner, consultant or developer will be able to work through this for you.

  • Technical services such as data cleaning or questions about the API. Refer to the interactive documentation to understand more about the API.

  • Help or issues with functionality of integrated platforms such as Mailchimp and JustGiving. Please refer to the platforms support team.

  • Where Donorfy Web Widgets have been customised beyond the base code (other than styling) and are no longer working as they should do. Please refer to the whoever manages your website or a Donorfy Partner. However, this article or this article may hold the key for help solving the problem.

 

Training

Join the Donorfy Academy team and build your Donorfy skills. The Academy hosts live training on adding Constituents, updating the Profile and Timeline, Transactions & Acknowledgements, Configuration, Lists, Forms and Opportunities, as well as an ever-expanding library of over 50 on-demand video courses. Want to take things to the max? Excellent, there’s a certification programme also!

Register here at the Donorfy Academy

 

Not sure who to contact?

Sometimes it isn't clear who can solve your problem. In that case, submit a request to us and we'll either resolve your request under support or signpost you to someone who can.