The Support Hub gives SmartSimple clients a searchable library of release notes, overview, procedural, and reference articles, along with a ticket tracking system for support requests.
Access the Support Hub From SmartSimple
To access the Support Hub from your SmartSimple site:
- Click the User Menu in the upper navigation bar, and then select Support from the drop-down menu.
- Click the View Support Hub button.
Article Types in the Support Hub
There are three types of articles that exist in the Support Hub: Overview, Procedural, and Reference.
Overview Articles
Overview articles are used to become familiar with a new feature or topic and accomplish the following:
- Explain what a feature is, how it works, and who it applies to.
- Orient users to a feature before they dive into step-by-step instructions.
- Answer questions such as "what is this?" or "how does this work in general?"
- Support onboarding by introducing clients to features they have not used yet.
- Link to related procedural and reference articles when available.
Procedural Articles
Procedural articles provide step-by-step instructions and accomplish the following:
- Walk users through a specific task with numbered steps.
- Guide users in real time, start to finish.
- Answer questions such as "how do I do this?" when a client is stuck mid-task.
- Start with an action verb in the title, making them easy to find by searching what a client is trying to do.
Reference Articles
Reference articles are used to look up settings, fields, or syntax and accomplish the following:
- Provide field definitions, settings tables, and other lookup content.
- Support scanning rather than end-to-end reading.
- Answer questions when a client needs to know what a specific field or setting does.
- Help when a client is configuring something and needs to understand available options.
Support Hub Categories
Categories group related Support Hub articles together, making them easier to find.
To access articles within a category:
- From the homepage, click any category to see its articles.
- Click the name of any article to open it.
- Click See all articles to view all of the articles within that category.
- Click See all articles to view all of the articles within that category.
Search in the Support Hub
A search bar is available on the Support Hub homepage, as well as on every category and article page.
Search From the Homepage
To search for content across all categories from the homepage:
- Click the search bar and enter search terms describing your question.
- Searches that contain two or more words will populate a Quick answer as well as suggested articles. From the search results page, click the applicable article to view it.
Search From Within a Category or Article
To search within a category or article:
- Click the search bar located in the top right and enter the search terms.
Navigate Within an Article
Support Hub articles use a consistent layout so information is easy to find.
Introduction
The first paragraph of an article explains what a feature does and who it is for, so a reader can quickly confirm the article fits their needs.
Table of Contents
Articles with multiple sections include a table of contents called In This Article. Click any link in the table of contents to jump to that section. Each section includes a Back to Top link to return to the table of contents.
Callout Boxes
Colored boxes labeled NOTE, IMPORTANT, or WARNING flag information that needs extra attention. NOTE provides helpful context. IMPORTANT flags something to review before continuing. WARNING signals an action that cannot be undone.
Get Help and Manage Support Requests
The SmartSimple ChatBot, Tara, answers questions in real time using the Support Hub article library. Clients can also view open, solved, and historical requests and submit new ones from the Support Hub.
SmartSimple ChatBot
To access the SmartSimple ChatBot, Tara:
- Click the chat icon in the bottom corner of any page within the Support Hub.
- Click the message bar and type in a question.
View Requests
To view all open, solved, and historical requests and tickets:
- Click View requests.
Submit a Request
To submit a new request:
- Click Submit a request.
- Fill out the Submit a Request form, and then click Submit.
SmartSimple Support
SmartSimple Support offers two tiers, Essential Support and Premium Support, so clients can get the right level of assistance for their needs.
Essential Support
SmartSimple Essential Support provides first-level support for clients and reviews issues to decide whether to escalate them to an industry or technical specialist at Foundant.
The Essential Support Team can assist with the following:
- Gaining access to the SmartSimple system, including assistance with password recovery
- Using all standard features, variables, and functions offered on the system
- Providing guidance and resources for further learning on SmartSimple
- Escalating any issues identified within the system
- Directing requests to the appropriate department
The Essential Support Team is generally unable to assist with the following:
- Organization-specific internal processes
- Industry-specific or program-related inquiries
- Complex technical or development-related issues
- Configuration or other build-related tasks
- Personalized or customized system training
The Support Team directs these types of questions to the right industry or technical specialist.
No matter the situation, clients receive a ticket number and a confirmation email, even if the issue is resolved right away. If it cannot be fixed immediately, the Support Team continues to manage the request, even if other specialists get involved.
Ticket severity levels classify each support ticket by impact:
| Severity | Description | Example | Support Process |
|---|---|---|---|
| High | Main features are unavailable for a user. | The system is down, or a core feature does not work as expected. | Support will investigate and either help resolve the issue or escalate it as needed. |
| Medium | Some system features are not working, or urgent configuration changes are needed. | For example, payment activities are not saving. | Support will find the cause and provide a solution or guidance. |
| Low | General questions about configuration or usability requests. | For example, making a report exportable. | Support provides guidance around configuration changes and validation. |
Every SmartSimple client receives Essential Support as part of their annual subscription.
Support is available Monday through Friday, 7:00 a.m. to 6:00 p.m. (provider's local time). The support team is ready to help by phone, email, or live chat.
- Phone Support (Toll-Free): 866.239.0991
- Email: support@smartsimple.com
Premium Support
Premium Support Services include a Dedicated Support Representative (DSR) who manages all support requests and gets to know a client's SmartSimple system well. Premium Support also includes optional monthly calls with the Client Success Team to discuss system features, training, and configuration.
Essential Support is included in all Service Level Agreements, but Premium Support offers more access and services.
| Item | Technical Community Support | Premium Support |
|---|---|---|
| Live Agent | Rotational support team | Named Dedicated Support Representative (DSR) |
| Director-Level Access | Upon request or escalation | Regular meetings and on-demand consultations |
| Configuration Services | Additional fee | Included (up to 4 hours per request) |
| Training | Additional fee | Included (up to 3 hours per quarter) |
| Fee | Included in licensing | Contact your Account Manager |
For more details about Premium Support Services, reach out to an Account Manager.
Additional Support Options
In addition to the Support Hub, SmartSimple offers several resources to help clients learn more and get the most out of SmartSimple.
- Online Training Sessions: Training is offered at Basic, Intermediate, Advanced, and Open levels. Contact the Support Team for schedules or to arrange a custom session.
- Mobile Support: Foundant can arrange onsite assistance for organizations that would benefit from in-person help.
- Custom Configuration: The Professional Services Team works directly with clients on system-related development initiatives customized to their unique requirements. Contact the Support Team to start a new project.