Technical Support

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Technical Support

There are three ways that we would recommend for resolving problems with the DONATION program, and to answer questions about it:

 

1.Read the Manual: Yes, we know many people hate reading manuals or help files. However, many of the questions we get asked can indeed be answered by carefully reading or searching in the manual or this help file. The help file has exactly the same contents as the manual. Don't forget that you can search in the help using the Index or Search tabs. (You get to the Help via the Help ⇒ Contents and Index menu option on the main window, or the Help button on virtually every other window in the program.)

 

2.Check the FAQs: There is a Frequently-Asked Questions page on the web site, at https://www.Software4Nonprofits.com/faq.htm.

 

3.Email us directly, using the Contact Information below. Please send as much detail about possible about your problem, with screenshots where appropriate. Please do not send camera photos for screenshots: they are enormous attachments and often very hard to read. Click here for instructions on screenshots.

 

We have found that email almost always works better than phone, for several reasons. First, you don’t have to catch us at a given time. Second, it is better for handling details, especially if there are a lot of details in our reply to you - you will have them in writing, to work through. And finally, with email we both have a record of the conversation, which we can look back on later if necessary. For this reason, only email support is included in with standard payments.

 

Support Policies

 

Personal email support is only available to users in organization who have paid for the program or purchased an annual support and updates renewal within the last year, or are still in their initial 60-day evaluation period for the paid versions, or the first 30 days after installation for the free Lite version.

 

When you inform us of problems or have questions, we have the following policies, in order to optimize the use of our resources and give you the most efficient and effective support:

 

1.We reserve the right to first ask you to read a relevant Help topic or web page that we recommend, if you have not already done so, and try the instructions included in it. If that does not work, you can get back to us and let us know where you are stuck.

 

2.We ask you to send us your problem or question by email, with appropriate screenshots where relevant, and we will normally respond by email, rather than doing support over the phone.
 

3.If you do phone us, you will almost always have to leave a message, and we will generally answer you by email.

 

4.If we decide that it would be more effective to answer you by phone, we will do so. We can also use remote control sessions to see what is happening on your computer, if we feel that would be a more effective way to resolve your problem than email.

 

Per-Incident Phone Support Option

 

Some users have not been satisfied with our policy of almost always doing support by email, and want an option of phone and/or remote control support, at your request. 

 

To satisfy those users, as long as your paid support is up-to-date, you have the option of paying a reasonable per-incident fee, in advance online, for phone support (or remote control support, if it seems to us that will be more helpful than phone). One incident means one issue or question. Such support will not include us reading extensive contents of Help pages or web pages to you, but can certainly include discussing aspects of such pages that you have read but still do not understand. Details of how to pay this fee online are on the Payment page on the website.

 

Maximum One Day Response Time for DONATION Support

 

If you email us and receive no reply within a day, and you have checked your SPAM or Junk Mail folder to check that our answer is not there, please phone us to follow up. Most emails will be answered much sooner.

 

 

Contact Information

 

You may contact us in any of the following manners:

 

Email (Recommended):

info@Software4Nonprofits.com (You can also send an email to this address by using the Help ⇒ Email Software4Nonprofits.com menu option, if you use a traditional email program like Outlook rather than webmail.)

 

Web:

https://www.Software4Nonprofits.com

 

Mail:

Cooperstock Software

57 Gledhill Ave.

Toronto, Ontario  M4C 5K7

Canada

 

That is the office address. To find the address for mailing cheques, which may be different, please see any current email we send you inviting a payment, or the DONATION Payment page on the website, at https://www.Software4Nonprofits.com/payment.htm.

 

Phone:

(416) 423-7722 (Generally this just takes a message - you are encouraged to contact us by email rather than phone, as explained above.)

 

Fax:

(416) 423-0855
 

We hope that the program is so simple that there should be very few problems that this manual and a bit of experimenting will not solve, for most users.

 

Please be sure to report any bugs you feel you find in the program to us, and we will try to fix them (if we agree that they are bugs!) within a reasonable period of time. We would also be pleased to hear enhancement requests, to add or improve features. We cannot promise to add any such requests to the program though, only to consider them. Both bugs and feature suggestions can be reported through email.

 

DONATION Support Exceptions

 

There are various things that are not included in our standard support, which you are eligible for because you are either still in the evaluation period for the program, or have paid in the last 12 months. For the unusual few things that we do not consider to be reasonably included in our standard support, we will ask you to pay an hourly rate if you need assistance.

 

Examples of things that would not be included in our standard support include (but are not limited to):

 

Creating your own reports with SQL via the Database ⇒ SQL Select window (when you start from scratch there, without using the Reports ⇒ Custom Report window, or want to make significant changes to the SQL from Custom Reports), or with an external SQL-based report designer.

Data conversions from programs from which DONATION cannot currently automatically import data. (This is seldom necessary, because there are built-in conversions for several programs, and you can use the Import Donors and Donations window, and/or the Import Donors and Import Donations windows in other cases.)

Developing custom mail-merge receipts or letters in your own format (as opposed to making simple changes to the template formats we supply with the program.)


This topic was last edited on Nov 14, 2021