Support

 

Our Support model is based on defined levels of Support, key SPoCs, and communications via the Support Portal. This model benefits you (and Support) by ensuring clear and full documentation of the issue, efficient internal escalation of your ticket, and capturing information for expanding valuable resources (like this Knowledge Base!). 

USERS
SPOCS
THINK MINISTRY

Have questions
Report problems
Make suggestions
Use KnowledgeBase/resources

Answer basic user questions
Manage the network and servers
Understand MinistryPlatform
Escalate unresolved issues to Think Ministry

Maintain KnowledgeBase/resources
Answer SPoC questions
Trouble shoot issues
Improve and update the software
Deploy updates

 

But Support isn't just about answering tickets. We invest in your church by:

  • Updating our software regularly with not only fixes, but enhancements!
  • Updating our software on your server for you.
  • Providing free new SPoC training and resources if an existing SPoC leaves or changes positions.
  • Providing two free view assists each month. 
  • Making minor HTML/CSS tweaks to labels and themes for you.

Basically, we don’t nickel and dime you for stuff that we can do quickly! These "extras" items not covered by your Service Level Agreement are subject to our availability.

Support Levels

Per your Service Level Agreement, issues are addressed at three levels. This means that your issues can be efficiently resolved (or escalated) so nothing gets in the way of your ministry.

Resources

We offer a variety of resources to support you in your use of MinistryPlatform and help you get ministry done. Check out our ever expanding KnowledgeBase or get inspired by other churches in our Community Form. And, of course, Support is standing by (via ticket or live chat) to resolve all issues, big or small!

Contact

We can't wait to hear from you!

Please refer to your Service Level Agreement (SLA) which sets out the specific contractual obligations between Think Ministry and your church.