Support Services
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Support Services
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Red Ridge
Technical Support
Service Level Agreement
We offer two
levels of technical support for VolunteerWorks: Online and Basic. Our service
guarantees and terms are described here for each of these
options.
Online Support
With Online support you can make
technical support inquiries in writing by e-mail or through the Red Ridge web
site at any time.
We try to respond to all written inquiries right away,
and always within three business days.
You must have a working e-mail
address to receive answers to Online inquiries.
Online support does not
provide for technical support via telephone. For this reason, we cannot respond
to e-mail requests for a support representative to telephone
you.
Basic Support
With Basic support you can make technical
support inquiries by e-mail, through the Red Ridge web site, or by telephone
(long distance charges may apply).
While we do not limit the number of
inquiries you can make during your subscription, we may respond to a question
in writing by e-mail when appropriate; or get back to a caller by e-mail when a
VolunteerWorks expert needs to investigate an inquiry further.
We
respond to e-mail and online inquiries by return e-mail.
You may
occasionally call at a time when all of our support staff are assisting other
customers. In these cases you may choose to leave a message for a support
service representative. We will return your call before the end of the next
business day.
Since basic support provides for your inbound telephone
inquiries, we cannot respond to e-mail requests for a support representative to
telephone you.
Basic Support subscriptions that have expiration dates
after December 31, 2008 include telephone support through December 31, 2008 and
online support thereafter.
All Levels
We do not limit support
services to a certain number of "support incidents," however we may answer
inquiries by referring you to printed or online help when the answer to a
question is documented.
Both support subscriptions include the Red Ridge
Wire e-mail newsletter. To receive the Wire you must provide your e-mail
address. You can provide your e-mail address when you initially order
VolunteerWorks. Send e-mail address changes to help@redridge.com. The Wire is
released periodically throughout the year.
All support subscriptions
include any VolunteerWorks software upgrades released during your subscription
period. You receive these automatically and at no extra cost. There is not a
fixed upgrade schedule, however we typically release upgrades about once a
year. Upgrades may be provided via an online download process, and a shipping
charge may apply if you would like the upgrade shipped to you on a CD
instead.
We cannot refund or extend subscriptions for any reason,
including lack-of-use. Red Ridge reserves the right to cancel a subscription by
refunding the subscription fee, less an amount equal to the fee pro-rated to
the number of days already elapsed.
VolunteerWorks Retirement
Period
The VolunteerWorks desktop software program is currently in a
retirement phase (seehttp://www.redridge.com/volgistics.htm)
Red
Ridge will continue to provide telephone and online support for the
VolunteerWorks program through December 31, 2008. Beginning on January 1, 2009
VolunteerWorks support services will continue to be available online (phone
support will end December 31, 2008, online support will continue thereafter).
Organizations that currently have VolunteerWorks support service subscriptions
will continue to receive these services through the end of their subscriptions.
The VolunteerTools service will be discontinued on December 31, 2008.
Organizations that use VolunteerTools should upgrade to Volgistics sometime
during 2008. Volgistics provides all of the functions available in the
VolunteerTools service, and many more.
Organizations that have or renew
VolunteerWorks support services may receive a Volgistics credit for the
remaining balance of their support service fee at the time they convert to
Volgistics.
A free data conversion process is available to organizations
that use VolunteerWorks version 3 for moving existing volunteer data from
VolunteerWorks into Volgistics. A Volgistics Conversion utility is available
for VolunteerWorks, or Volgistics can convert an organization's VolunteerWorks
data into their Volgistics account at no cost.
This service level agreement applies to the VolunteerWorks program
and the optional Volunteer Information Center and VolunteerTools
service.
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