Getting Help with your ShareVision Site

Applies To Version(s): 4

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:

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:

ShareVision Support Portal

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

See Getting Help with your ShareVision Site#Tips for Filling in Your Support Request for more information below.
Select Send Request

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.

Log a Support Request from within ShareVision

Users logged in as ShareVision Administrators can log a ticket from their ShareVision site.

Once you have logged in as a ShareVision Administrator, navigate to the area on your ShareVision site where something is not working or where you would like to ask a question about.
Next, go to the icons in the upper right hand corner of your site and select the icon that looks like a person with a headset on
Next, select New Support Request
Review the message that appears and select OK to proceed
If you have multiple screens, you will be prompted to select which screen the system should take a screen capture of. Select a screen
Select Share
The Create a New Support Request window will appear. Fill in the form.

Note: When the system creates the New Support Request form, the Email address allow automatically be filled in with the email address associated with the user account that you are logged into ShareVision with. 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.

See Getting Help with your ShareVision Site#Tips for Filling in Your Support Request for more information below.
Select Send Request

By Phone

You can reach the ShareVision Support Team at:

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

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.

When emailing support to update an existing support request, 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 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.

Tips for Filling in Your Support Request

When submitting a Support Request, providing our team with as much information as possible will help us to resolve your request quickly.

The table below provides you with the fields that will need to be filled in when submitting a request along with a description and example of the information that will help us to help you more efficiently.

Field	Description	Example (if applicable)
Title or Summary	Short title for the issue.	Field does not show for some users
Description	See the informative section below that increases your chance of one email resolution by writing a detailed description.	A variety of examples can be found below: Getting Help with your ShareVision Site#About Filling in the Description
Click Path	Outline how to navigate to the page to view your issue/question. Starting from your ShareVision home page, list the links to follow (the click path) to the relevant page.
Page Link	This is the URL of the affected page. You may have more than one URL, for example URL to the list and URL to the form as it is displayed on the front-end. This is especially important for v3.x sites where we can’t just look at the data source for the page part.	Front-End: https://sv4.sharevision.ca/Portal/Persons%20in%20Care/Page/12510?name=497 List: https://sv4.sharevision.ca/_layouts/listedit.aspx?List=21dcfd82-36ae-4bc4-b001-717d1932db03
Type of Ticket or Request Type	This is either a button or a drop-down depending on the form. Site Down. Report your site as not accessible Something Not Working. Get help with something not working in ShareVision as expected Guidance. Get help to configure ShareVision	Picking “Something Not Working” if I have reports from users that they can’t see specific information and I am unable to determine why
Name	This should automatically be defaulted	Your name
Email	This should be pre-defaulted based on your system. If not, enter an email address that is authorized to contact ShareVision Support. See Important Information about Emailing ShareVision Support for more information.	The email address that has been set up for your ShareVision Support Account must be entered here. If you do not know the email address that has been set up for your ShareVision Support Account, please email customersuccess@sharevision.ca
Alternative Email	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.	Enter one or more email addresses to receive updates about this support request. If entering more than one email address, each one needs to be separated by a semi-colon ; and a space For example: officemanager@yourcompanyname.ca; adminassistant@yourcompanyname.ca
Screen Capture or Attachment	If you allow a screenshot when creating the support ticket within ShareVision, a screenshot will be automatically uploaded. Otherwise, you can upload images, Excel files, Word documents or PDF that describe the problem more clearly or analysis that you may have done.	Add a screen capture or upload an attachment

About Filling in the Description

When you create a support ticket, you can help our team address your issue quickly by providing as much information as possible. Our Support team does not know your system and it may be the first time they are on your site. Providing more complete information helps us provide a one email resolution instead of coming back to you with requests for additional information.

Here are some questions to consider when completing the “Description” field for your support ticket. We have provided some unrelated answers as examples to show the level of detail requested.

Are you in the middle of upgrading to migrating to version 4? If so, your issue is about which site?
We are in the process of upgrading from v3 to v4L. This question is about v3.
What is it supposed to do and what is it doing?
We have a custom report “Immunization Record” that we developed under ABCD-100 and I added a new column “COVID Booster” to the list called “Immunizations” but it is not showing in the report. Here’s the link to launch the report, and here’s the link to the Immunizations list.
Was it behaving differently before and has changed?
Our Email Alert Manager item 14 is sending out unexpected email notifications. We received the first report on December 2nd and have received several since. Here’s the link to the configuration. This alert has not changed configuration since 2018.
Is the issue about a specific user or individual?
When Jane Smith, a supervisor, logs in, she is unable to see Cindy Loo in her list of individuals in the “People In Care” portal. She needs to see every individual her direct report staff can see. I have checked that she has permission to “Children Services” and that she is the supervisor of the staff member, Amanda Brown, responsible for Cindy Loo. Her username is user.name and password is Share123.
Is the issue concerning a standard list that you have renamed?
We have renamed our Profiles list and it is now called “Supported Snapshot”. On our site, the profile information can be seen at this link.
Did you have to navigate to see the issue?
To see the issue, navigate to the affected page on the site through the “Individuals” tab at the top, selecting “Robert Smith” and then picking the “Daily Log” on the vertical link and looking at the log entry for “10/18/2021”.
Did someone else report the ticket? If so, can you reproduce it?
This issue was reported by one of our managers, Jenny Chan, and I am able to reproduce it when I am logged in as a manager, but not as an admin. I can’t figure out what is wrong with the manager's permission. Here’s my test manager user.name and password is Share123.
Is this issue on a specific computer or a specific browser?
It doesn’t matter who is logged onto our shared computer but they are unable to see the timesheet page. The browser on that shared computer is running the latest version of Edge.

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	ShareVision 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.

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 (available custom solutions depend on subscription level)
On internal testing prior to sending it to you for your review and feedback
Providing you with advice for your site
- Note: For 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 and prepaid hours are non-refundable. Prepaid hours expire 2 years from the Invoice Date. For example, if a Service Bundle is purchased on July 15, 2023, the prepaid hours will need to be used by July 14, 2025. Any unused hours will expire on July 15, 2025.

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)

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: j ira@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

To view the prepaid and/or billable time and all tasks for work completed on your site:

Login to ShareVision with a user account that has Site Administrator permissions.
Select the gear in the upper right hand corner and then select Site Administration:
When prompted, enter your ShareVision Administrator username and password and select Sign In.
In Site Administration, select Requests and Tasks

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:

By email: customersuccess@sharevision.ca
Select this link to schedule a meeting

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
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

Overview

Requirements/Dependencies

About

ShareVision Support Team

Need technical assistance?

Support Hours

How to Contact Support

ShareVision Support Portal

Log a Support Request from within ShareVision

By Phone