Think Ministry, Inc. will partner directly with certain individuals in each MinistryPlatform church that have been specially trained and designated as the Single Point of Contact or "SPoC" for all Support requests in a given area of expertise. SPoCs are the foundation of our approach to Support.
SPoCs are the Single Point of Contact between your church and Think Ministry. These individuals will work to ensure you get the most from MinistryPlatform and will escalate a Support request (ticket) to us, when appropriate, by sending an email to Support.
Your SPoC is not necessarily just one person! You may have separate people designated as User SPoC, IT SPoC and Money SPoC. Every church assigns these differently, and sometimes the same person wears multiple hats.
In some cases all SPoCs duties are covered by one person who is a part-time MinistryPlatform Coordinator who is also the liaison to the church’s IT support company. In other churches, SPoCs are part of a larger staff team dedicated to supporting the entire church staff in the use of the MinistryPlatform.
There are no "hard and fast" definitions for each SPoC role. Our churches all are unique in how they manage MP and how their staff is structured for their ministry goals. However, here are some basic guidelines:
*Some churches have a volunteer (or team of volunteers) that fill this "Data Quality" role, others have this be part of the User SPoC's role, and others have this be a random admin staff who just happens to love this type thing. We strongly recommend identifying a person responsible for Data Quality. As the quality of your data is important to making all the MP features, tools, reports, etc of highest value to you. The quality of what you put in determines the quality of what you get out!
Articles throughout the Knowledge Base that are specifically geared towards SPoCs (and general Users should not attempt) are indicated with "for SPoCs". So, keep your eyes (and SPoC ears) peeled!
The SPoCs role is critical to the success of supporting their users. SPoCs are the first level of support. Their job is to understand the issues their users are having, think them through, troubleshoot and problem solve with the user, reproduce where
possible, and if needed, escalate to us by emailing a Support request.
Answer basic user questions
Answer SPoC questions
Trouble shoot issues
Improve and update the software
Your SPoC team is made up of people that both your users and our Support staff know personally. They know the user, the church, the system, and our team! Your SPoC is uniquely positioned to ensure needs are communicated fully and addressed according to church priorities! In other words, SPoCs rock!
Contact Support with the details. If adding a SPoC include full name, email address, and title.