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Info

Applies To Version(s): 3, 3.5 & 3.7


Overview

The ShareVision team is here to help ensure that you and your team are getting everything you need from your ShareVision site. To help ensure your success, we offer a variety of methods to support you. 



Requirements/Dependencies

  • ShareVision subscription in good standing



About

This article provides you with how, when and who to contact when you have questions about your ShareVision site. The three teams that can help you include:

Each of these teams provide different services while working closely together to ensure you are receiving the best customer experience possible. 



ShareVision Support Team

Need technical assistance?  

  • Your ShareVision subscription includes unlimited technical support to your Primary ShareVision Administrator after your ShareVision Support Account has been set up. 
     
  • The ShareVision Support Team can assist you with:



Note
titleSupport Requirements

To receive technical support the following is required:

  1. Primary ShareVision Administrator that has completed the ShareVision Administrator Training for the current version of your ShareVision site.
  2. Your ShareVision Support Account has been set up with an email address that will be used to logon to our Support Portal. Only one email account can be used for your ShareVision Support Account. 
  3. Your ShareVision subscription is in good standing. 

Support Hours

Our ShareVision Support Team is available Monday to Friday from 6 AM to 5 PM PST. 

Note: If in the unfortunate event that your site is down, please logon to the Support Portal and log a site down support request. A member of our team will reach out to you as soon as possible.

How to Contact Support

After you ShareVision Support Account has been set up, there are 4 methods to access our Support Team:


  ShareVision Support Portal

Follow the steps below to logon to the ShareVision Support Portal:

  1. Go to our website: https://www.sharevision.ca/

  2. Select FOR OUR CUSTOMERS



  3. Next, select Support

  4. The Log in window will appear. Enter the email address associated with your ShareVision Support Account and select Next



  5. Next, enter the password for your ShareVision Support Account and select Log in


  6. You will now be logged in and can create a new Support Request by selecting on of the 3 options


Note
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The Support Request Form will allow you to enter an Alternative email address. This alternative email address is a different email address than the one you used to login to the ShareVision Support Portal.

This email account will receive updates about this Support Request. If you would like to send an update about an existing support request via email, the email must be sent from the same email account used to set up your ShareVision Support Account. See Important Information about Emailing ShareVision Support for more information. 


  By Phone

 You can reach the ShareVision Support Team at:

1-866-971-4325 ext. 1
             - or -
604-398-4342 (local in Vancouver)


Note
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When calling, you will be asked to leave a voicemail message. A member of our Support Team will log your Support Request and will reach out to you. 


   By Email


You can email support@sharevision.ca.


Note
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When emailing support to either log a new support request or update an existing one, the email must be sent from the same email account used to set up your ShareVision Support Account. See Important Information about Emailing ShareVision Support for more information.

Emails received from other accounts are not processed through our Support System and our Support Team will not be aware of your new support request or update to an existing one.



ShareVision Product Expert Team

Need a custom report or automation on your site?

At times, our customers may require some custom work on their ShareVision sites. Any time custom work is required on your ShareVision site, your Primary ShareVision Administrator will need to work with a member of our Product Expert Team. The type of custom work allowed on your ShareVision site varies depending on your ShareVision subscription.

ShareVisionShareVision Plus
  • Creating lists and/or forms on your ShareVision site
  • Changes to existing reports on your ShareVision site 
  • Adding or creating new reports (custom reports) 
  • Creating lists and/or forms on your ShareVision site
  • Changes to existing reports on your ShareVision site 
  • Adding or creating new reports (custom reports) 
  • Code changes on your ShareVision site such as updating a form in real-time or using automation to update a form based on how a user has filled in a form 

Click here to learn more about ShareVision subscriptions.


Note
titleAbout Billable Time

Working with our Product Expert Team is billable. Billable time will be charged for time spent:

  • On communication including meetings, phone calls and emails  
  • Reviewing and documenting your request(s)
  • Developing lists or forms or other similar work on your site for you 
  • Working with our Dev Team to explore options based on your organization's requirements
  • Developing custom solutions for your site
  • On internal testing prior to sending it to you for your review and feedback
  • Providing you with training and/or advice for your site

Our current standard hourly rate is $150. All billable hours will be billed to your account at this rate unless Service Bundles (prepaid hours) are purchased. Our Service Bundles provide your organization with a discounted hourly rate and the Service Bundles are only available if they are purchased in advance of accumulating billable time on your account. The Service Bundles include:

  • Service Bundle 5 - 5 prepaid hours - $712.50* (5% discount)

  • Service Bundle 10 - 10 prepaid hours - $1350* (10% discount)  

  • Service Bundle 25 - 25 prepaid hours - $3000* (20% discount) 
    * Applicable taxes are extra.

Product Expert Hours

Our ShareVision Product Experts are available Monday to Friday from 9 AM to 5 PM PST. 

How to Contact our Product Expert Team

   By Email

  By Phone



You can email experts@sharevision.ca.


You can call our Product Experts at:

1-866-971-4325
             - or -
604-398-4336 (local in Vancouver)


Note

If you have purchased the Assigned Product Expert Service, you will have the contact information for your Product Expert and can reach out directly to your Assigned Product Expert. 


How to View Prepaid and/or Billable Time

  1. Logon to your ShareVision site. 

  2. Once you have logged in, the website address bar at the top of window, change your ShareVision URL from: 

    https://yoursharevisionsite.sharevision.ca/default.aspx
    to
    https://yoursharevisionsite.sharevision.ca/support

  3. On the window that appears, select the Requests and Tasks link in the ShareVision Support section on the left-hand side
     


The steps above work for most ShareVision sites. If these steps do not work or if you have questions about the hours, please contact Customer Success via email: customersuccess@sharevision.ca and request an update on your prepaid and/or billable time.
 


ShareVision Customer Success

Have a question or concern and aren't sure who to contact?

The ShareVision Customer Success Team is here to help you with questions or concerns. Support provided by our Customer Success Team is included in your annual subscription. You are welcome to reach out to us at any time:

The Customer Success Team also aims to connect with you a couple of times a year. A member of the Customer Success Team will reach out to schedule a short meeting where they can check in and ensure everything is going well with your site. When you meet with a Customer Success Expert, the following will be reviewed with you:

  • How things are going with your ShareVision site
  • How your customer experience has been 
  • Discuss any announcements that have been issued since your last Customer Success Check In
  • Ensure you are receiving the monthly newsletter and that you know how to register for our monthly Getting More from ShareVision webinars
  • Update you on your organization's prepaid and/or billable time owing
  • A Support Account Check Up
  • Provide you with the database size of your ShareVision site and explain how overage fees can occur and are calculated
  • Check to see if there are any changes in the contacts listed on your account



FAQs

If you are looking for answers to any of the questions below, please reach out to the ShareVision Customer Success Team at customersuccess@sharevision.ca 

  • How can I find out which email address is associated with my ShareVision Support Account?
  • How can I find out who the Primary ShareVision Administrator is for my ShareVision site?
  • How do I update the Primary ShareVision Administrator if they left or have been replaced?
  • What is the size of our ShareVision database?



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