Support services for Salesforce and Raiser’s Edge

Our support services have been developed to help you succeed. 

Business systems support is critical to the smooth day-to-day running of your organisation – from enabling team members to deliver their planned tasks, through to business continuation in the event of an emergency.

Working with Purple Vision as your trusted partner means you can rely on us to be there when you need us – from a conversation with one of our Customer Support Agents through to answering questions, problem solving and proactively working with you to manage your systems and make informed decisions.

Our goal is to make you faster and more efficient where your business needs it most.  We’ll work with you collaboratively to identify your support priorities, the pace you work at and the decision processes you require.

So we’re more than just a day-to-day help-and-support service, we’re your partner for technology too – helping you to enhance and develop your technology in line with your organisational strategy.

We’ll help you with higher adoption rates, better value and a faster response. 

Our support services cover both Salesforce (for non profit and travel clients) and Raiser’s Edge (the fundraising database) and replace our previous support offering for these products.

Our support packages

Standard Support – this core package includes all the usual features you’d expect from a quality technology solution including a support portal, email support, priority escalation and clear timescales for response.

Premium Support – includes telephone support on top of the standard support option, as well as additional specific support and functionality features.

Instant Support – this option means you can still access our support without a contract in place – in essence, we’ll be there for you in an emergency.  Give us a ring when you have an issue and we’ll provide you with a quote for a resolution to your challenge.

Who you’ll work with and how we’ll work with you

Our customer success team is led by our director, Robbie Mitchell.  Robbie and his team will provide you with the support you need, in line with the package that you have selected.

We run our support services like many other – via a prioritisation process.  The urgency of your request dictates the speed of response, within strict service level agreements for each support package type.   You can access our services via our dedicated support portal.

Cost 

Our packages are based on 6 monthly contract commitments – you can pay for 6 months up front at a preferential rate or per month pro rata for the contract period.  Instant support is quoted as you request it.

For information on what’s included in our packages and how they can work for you, please get in touch.

Get in touch