Paid Support - Detailed Feature Descriptions
Create Custom Support Packages for Individuals
With Paid Support, you can create and manage an unlimited number of custom support packages for individuals. You’ll have the ability to determine the length of the support package term, the price of the support package, and what resources will be provided with the support package.
Create Custom Support Packages for Groups
With Paid Support, you can also create and manage an unlimited number of custom support packages for groups. A group support package is purchased by a single person or entity and allows for multiple people to sign-up under the person's or entity's account. This feature allows you to provide support packages for families or businesses, giving each of their sub-members a unique account login and a personalized support experience.
Automate Purchase & Renewal (Even Upgrades!)
Paid Support makes it easy for you to manage your support packages. The purchase and renewal of support packages is fully handled by the support client that needs your services. Once you have initially setup your support packages, users can purchase, renew, and even upgrade their support packages on their own.
Automated Email Notices
With Paid Support, automatic email notices are a part of the package. This feature allows you to have automatic and continuous communication with your Support Package clients throughout the course of their package's term. You can use these messages to request feedback, send support package expiration reminders, and to send beneficial support information.
Notify Customers Prior to Expiration
When you create a support package with Paid Support, you’ll have the option to turn on an expiration warning. You’ll also have the option to specify the number of days prior to expiration that the warning should start being displayed. The expiration warning is a bar that appears at the top of the screen. This information bar provides a friendly reminder that the client’s package is about to expire. It also provides a convenient renewal button which makes it extremely easy to renew their support package. This is just another example of how Paid Support makes support packages easy to manage - for both you and your clients!
Notify Customers When You Update a Support Package Contract
If you decide to update a support package's contract terms, you’ll have the option to force a contract terms update for all members who had agreed to the original contract. When this is done, the next time the user visits the site, they will be forced to agree to the terms of the new contract before they continue into the site to gain access to the support resources.
Create Private Support Packages (Requires Community Promote Add-On)
You can create support packages that are not made available to the general public. These support packages are used in conjunction with our Community Promote Add-On to provide private offers to friends and family or to provide special offers for particular customers. To sign up for a support package that is not publicly visible, users would be provided a URL, or a link through email, and a unique registration code.
Activating and Deactivating Support Packages
When you no longer want to offer a particular support package, you can make the support package inactive. Making a support package inactive prevents new purchases of the support package but does not affect any previous purchases. This allows members that are currently using the support package to remain unaffected by the change. You can make an inactive support package active again anytime you want, so you can also use this feature to provide special promotions that are only offered during certain times of the year.
Generating Paid Support Reports
With Paid Support, you’ll also receive tools to gauge the success of your community. Paid Support provides you with the ability to generate a variety of reports and to export report data to a CSV file.
Active Support Package Reports
The Active Support Package Report shows you the number of active support packages for a given date. In addition, the report generates contact information for active members, like first and last name, username, and email address to help you identify who your active support package clients are. You can then export this report data to a CSV file for external use.
Expired Support Package Report
The Expired Support Package Report shows you the number of support packages that expired during a given date range. In addition, the report generates contact information for expired members, like first and last name, username, and email address to help you identify who your expired members are. You can then export this report data to a CSV file for external use.
New Support Package Report
The New Support Package Report shows you the number of support contracts that were purchased by new members during a given date range. In addition, the report generates contact information for new members, like first and last name, username, and email address to help you identify who your new members are. You can then export this report data to a CSV file for external use.
Support Package Purchases Report
The Support Package Purchases Report shows you how many support packages were purchased each month, and includes both new purchases and renewals. It breaks down purchases by support package type which helps administrators evaluate the needs of the community.
Support Contract Overview Report
The Support Contract Overview Report is a comprehensive numerical analysis of your community’s support packages and registrations. This report provides a breakdown of the community with details about support package renewals, overall change in support packages, registered users without support packages, and more.