Applies To Version(s): 3, 3.5 & 3.7
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:
Support Requirements
To receive technical support the following is required:
- Primary ShareVision Administrator that has completed the ShareVision Administrator Training for the current version of your ShareVision site.
- 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.
- 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:
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Follow the steps below to logon to the ShareVision Support Portal:
- Go to our website: https://www.sharevision.ca/
- Select FOR OUR CUSTOMERS
- Next, select Support
- The Log in window will appear. Enter the email address associated with your ShareVision Support Account and select Next
- Next, enter the password for your ShareVision Support Account and select Log in
- You will now be logged in and can create a new Support Request by selecting on of the 3 options
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You can reach the ShareVision Support Team at:
1-866-971-4325 ext. 1
- or -
604-398-4342 (local in Vancouver)
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You can email support@sharevision.ca.
ShareVision Support System Email Address
When your ShareVision Support Request is updated, the ShareVision Support System will automatically send an update to your ShareVision Support Account email address and any alternate email addresses on the support request. The email address that the ShareVision Support System uses is: sharevision@sharevision.ca. If you are not seeing the updates in your Inbox, please be sure to check your junk or spam folder.
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.
| ShareVision (Essentials) | ShareVision Plus (Custom) |
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Click here to learn more about ShareVision subscriptions.
About 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 advice for your site
- Note: ShareVision Administrator Training if your ShareVision Administrator changes or if you are onboarding a new ShareVision Administrator Training is $500.
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
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| You can call our Product Experts at: 1-866-971-4325 - or - 604-398-4336 (local in Vancouver) |
ShareVision Tasks Email Address
When you work with a Product Expert, your request will be entered in Jira which is the system we use to manage billable work. Each billable task will receive its own task record. When the Product Expert you are working with needs to communicate with you about the task, an email will be sent from the task. The email address that Jira uses is: jira@sharevision.ca. If you are not seeing the updates in your Inbox, please be sure to check your junk or spam folder.
You can respond to these messages and the billable task will be automatically updated with your response.
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
- Logon to your ShareVision site.
- 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 - 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.
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