Getting Help with your ShareVision Site
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:
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 3 methods to access our Support Team:
ShareVision Support Portal |
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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
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 |
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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)
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.