Customer Support: Support Coverage

At Momentive Software, we’re passionate about serving our customers and helping them fulfill their missions. That’s why GiveSmart Support provides you with access to a variety of valuable services available from our support team. You don’t need to worry about incurring extra fees for services covered by your service agreement. We are here for you. 

Generally speaking, our Customer Support analysts can assist you with getting the most value from your solution by: 

  • Troubleshooting problems you may encounter while using the GiveSmart platform 
  • Providing clarification for aspects of the software you’ve been trained on, but need further clarification on 
  • Offering suggestions for the most effective ways to use the software 
  • Providing you with or directing you to the appropriate resources for assistance 
  • Providing guidance on how to recover from mistakes 

 

There are some topics not covered by GiveSmart Support. Generally speaking, the following topics lie outside the scope of your agreement: 

  • Providing product training 
  • Assisting with third party software (installation, training, troubleshooting, integration, etc.) 
  • Providing guidance related to tax laws 
  • Repairing data or database issues caused by user error, third party software, or misuse of the solution. 

Rest assured, Momentive Software can help you with topics that fall outside the scope of GiveSmart Support. We offer a wide range of webinar training sessions and a wealth of materials available at your convenience in the knowledge base. 

Need further clarification on areas covered by GiveSmart Support? Please select a category from the dropdown menu below to view additional information and resources. Our goal is to ensure you have the tools you need in order to deliver on your mission. 

 

SELECT A SUPPORT COVERAGE CATEGORY 

ADMIN/USER MANAGEMENT  

GiveSmart Support Coverage

Outside of GiveSmart 
Support Coverage

Additional Resources

  • Troubleshooting problems associated with user accounts 
  • Troubleshooting problems with donor uploads
  • Creating additional campaign admins 
  • Reformatting guest lists into the appropriate template 
  • In-depth donor upload training 
  • Bulk editing users 

 

FUNDRAISING SITE MANAGEMENT 

GiveSmart Support Coverage

Outside of GiveSmart 
Support Coverage

Additional Resources

  • Troubleshooting problems encountered during site setup 
  • CSS coding for the fundraising site 
  • Graphic design assistance with site or associated images 

 

ITEM MANAGEMENT 

GiveSmart Support Coverage 

Outside of GiveSmart 
Support Coverage 

Additional Resources 

  • Troubleshooting problems encountered working with items in the GiveSmart platform 
  • Troubleshooting item upload errors 
  • Procuring or adding items to your site 
  • Item sheet customizations or edits 
  • Adding or editing item images 
  • Completing item uploads 
  • https://help.givesmart.com/help/4405344761627-create-an-auction-item

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    REPORTING 

    GiveSmart Support Coverage 

    Outside of GiveSmart 
    Support Coverage 

    Additional Resources 

    • Guidance on where to find reports 
    • Troubleshooting reporting errors 
    • Building custom reports 
    • Excel training 
    • Analytics reporting 
    • Credit card reporting outside of those reports available through the platform 

     

    EVENT NIGHT ACTIVITIES (DIY CLIENTS) 

    GiveSmart Support Coverage 

    Outside of GiveSmart 
    Support Coverage 

    Additional Resources 

    • Event night troubleshooting (system is not performing as expected) 
    • Installing the event application 
    • Sending event text messages 
    • Closing the silent auction 
    • Sending payment links to donors 

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