From time to time, you may have a specific question that you need answering. "How do I set up a new fund again? Where do I go to set up a new safe check-in kiosk?" Even though our process will get a lot of Seraphim knowledge into your brain, there will come times when you just need help. The good news?
We're here for you.
You have a question? Ask. You have a concern? Let us know. Many support organizations out there view customer support as something like this:
Support Agent VS. The Client
Instead, we take this approach:
Support Agent + The Client VS. The Problem
Ultimately, we're on your side. We want you to succeed at what you're doing, and we want to do whatever we can to help you get there. Granted, we're not perfect, but it doesn't mean that we can't try to be. If there's a way to help you, we'll find it. And if there is no way, we'll find the next best thing.
Like most companies, you can always email us at firstname.lastname@example.org or call our help line at (885) 681-6160. We take every support request very seriously, and will do our absolute best to respond to you as soon as possible. Most of the time, we get back to you within two hours. But depending upon when you reach out and agent availability, that turn around time may increase. For general support requests, we offer a 24 hour Support Level Agreement. This means that we will respond within 24 business hours. If you reach out on Tuesday morning, you can expect to hear back from us no later than Wednesday morning. If you reach out on Saturday, you can expect a response on Monday.
Currently, our normal support hours are Monday through Friday, 9:00 AM - 4:00 PM EDT.
But what about Sunday? We know that so much of the work that happens during the week is all leading up to what happens on Sundays. That's why we offer a service that we like to call Weekend Watch. Every Sunday morning, we will have dedicated support reps available to assist you should any major issues arise. We will also be monitoring your check in stations making sure that tags and safe check-in is running smoothly. If our monitors detect a backup on one of your printers or check in stations, we'll reach out to you to alert you of the issue and offer any assistance if needed. Weekend watch is one of those services that you won't find anywhere else.
Additionally, If you opted into our premium support package, you will also have a dedicated representative that you can reach out to with any questions you may have. This support engineer will be your primary contact. Many companies don't offer something like this, but because our relationships are one of the most important things about us, we want to make sure that you not only have a contact, but a partner in what you do at your church.
Like I said, we're here for you.