Support Requests
What are Support Requests?
Support requests are intended for Technical Administrative users of your Donesafe system who need assistance with troubleshooting and resolving system bugs and issues.
Examples:
Technical issues preventing system functionality
Bugs or glitches in the system
Errors encountered during usage
How to Submit a Support Request:
Log into Customer Hub
Navigate to the Support section
Provide a detailed description of the issue, including screenshots if applicable. Once the request is submitted, you will receive confirmation of your case number and our team will review and respond within our SLA timeframes based on the severity of the request.
Change Requests
What are Change Requests?
Change requests involve modifications or enhancements to the existing system. These requests require detailed objectives and a full scope of work to ensure we understand your needs thoroughly.
Examples:
New feature implementations
System customisations
Enhancements to current functionalities
How to Submit a Change Request:
Log into Customer Hub
Navigate to the Change Requests section
Detail the objectives and desired outcomes of the change. Include a full scope of work required, including any specific requirements or constraints. Once the Change Request has been submitted, our team will reach out to consult on specifics, estimate the cost, and allocate the required resources to work with you on building out the solution to go live!
Workshop Requests
What are Workshop Requests?
Workshops are interactive sessions designed to provide in-depth knowledge and hands-on experience with our system. These can be customised based on your specific business and user requirements.
Examples:
Detailed system walkthroughs
Feature-specific deep dives
Collaborative problem-solving sessions
How to Submit a Workshop Request:
Log into Customer Hub
Navigate to the Workshops section
Outline your specific requirements and goals for the workshop, including what you want to achieve or understand during this session. Once submitted, our team will work to compile a tailored workshop plan and coordinate with you to schedule and conduct the session(s).
Training Sessions
What are Training Sessions?
Training sessions are structured programs aimed at educating users on various aspects of our system. These sessions can also be customised to meet your specific training needs to better understand the Donesafe system and your unique build.
Examples:
Onboarding new Technical Admin users
Advanced user training
Best practices and tips
How to Submit a Training Session Request:
Log into Customer Hub
Navigate to the Training Sessions section
Provide details on your training requirements, including the number of participants and specific topics to be covered. This should also outline your specific objectives and what you want to have a comprehensive understanding of at the conclusion of the session. Once the request is submitted, our Professional Services team will compile a comprehensive training plan tailored to your needs and coordinate with you to schedule the training sessions.
Included vs. Not Included in your Annual Subscription
Service Type | Included in Annual Subscription | Not Included in Annual Subscription (Costed Work) |
General Support & Troubleshooting | Yes |
|
Change Requests | No | No (requires allocation of specialised resources) |
Workshops | No | No (customised based on specific requirements) |
Training Sessions | No | No (customised training plans and specialised resources required for delivery) |
General support and troubleshooting are included in your annual subscription, allowing you to receive assistance with any technical issues or bugs you encounter. However, workshops, training sessions, and change requests are considered costed work as they require the allocation of specialised resources from our team to best support your requirements.
By providing detailed and clear information about your requests, you enable our team to deliver the best possible service and solutions to meet your needs. If you have any questions or need further assistance, please reach out to our support team ✨