It is our privilege to support churches and organizations across the United States and around the world as they use MinistryPlatform to further the Gospel. We are deeply committed to ensuring that MinistryPlatform is fully utilized at each of our churches.
This section explains the "what" and "why of our support approach, which one user recently raved in bold, red letters was "bar-none," as well as specific information regarding our support approach, hours, requests (tickets), and resources.
Our business model for Support is based on defined levels of Support, key SPoCs, and communications via the Support Portal. The benefits of completing support form include clearer and fuller documentation of the issue, efficient internal escalation of your ticket, and capturing information for expanding valuable resources (like this Knowledge Base). To understand the business model further, see Our Approach.
Yep, that's a Star Trek reference!
Certain individuals in each MinistryPlatform church have been specially trained and designated as the Single Point of Contact or "SPoC." SPoCs are the link between your church and Think Ministry and the only ones authorized to submit Support requests. For more information, see SPoC.
SPoCs are the first level of support. These individuals work to ensure you get the most from MinistryPlatform and will escalate a Support request (ticket) to us when appropriate. While it may feel like it's faster to have a phone call, opening a support ticket requires the SPoC to think through the situation, gather all the facts, take screen shots where appropriate, and provide the exact steps for reproducing the issue. For details and examples of how to write "a Support request for success," see Support Requests.
Support is available during defined days and hours. Since our hours and holidays might not line up with your work hours or church holidays, see Support Hours for details.
We offer a variety of resources to support you in your use of MinistryPlatform and help you get ministry done! The primary resource is our online Knowledge Base! For more information on all our resources, see Resources.
Please refer to your Service Level Agreement (SLA) which sets out the specific contractual obligations between Think Ministry and your church.