Support / FAQ

EXISTING CUSTOMERS - To access the Support options (along the bottom left side of this page) you first need to login using information supplied at time of purchase. If you do not have that information please see your Account Administrator or email us at Support@SponsorshipPRO.com. Once you have logged in you may access the Maintenance Plan benefits if your account is current or the Non-Maintenance Plan area if not.

Support Options

Users of SponsorshipPRO+ have two options in the event that product or technical support becomes necessary. See below for our Premium Support option or our Basic Support option.

Maintenance Plan - Premium Support Option

Our premium support program is available through the purchase of an annual Maintenance Plan in the Purchase section of the Web site. By providing you with convenient technical support, the Plan helps ensure the maximum return on your software investment. Its regular use will provide a host of advantages including:

• Priority email Support via our online Technical Support page
• Product use training session (one session per organization after installation)
• Free upgrades and patches as they are developed
• Priority pricing on future versions
• Premium FAQ Forum (view Q and A between other users and eBS Tech Dept)
• Link to the User’s Guide – a complete, detailed instructional document
• Access to new Support features that are slated for introduction through the year
• Opportunity to purchase additional online training sessions at anytime (after you have completed the first, complimentary session). Contact us at support@sponsorshippro.com
  for more information and rates.
• One free online training session is included with your purchase of a Maintenance Plan. Please see Support Policies for more information.

Additional Maintenance Plan benefits and notes:

• When an organization purchases the Maintenance Plan, it is providing support coverage for all users within the organization who have been issued Seat Licenses.
• The coverage period lasts for 12 months from the time of purchase and the organization will be notified 30 days prior to conclusion for extension instructions.
• The costs of the Maintenance Plan are efficiently priced at less than15% of the original cost of the software.
• Access to all features of the Maintenance Plan is unlimited.
• The organization name and password (chosen at time of purchase) are always required for access.
• See Terms and Conditions (PDF) for more information about the Plan

NOTE – Organizations may purchase the Maintenance Plan at anytime to begin Premium Support. Visit the Purchase section of the Web site for more information.

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Basic Support Option

If your organization has not purchased a Maintenance Plan you are still eligible for basic product and technical support. We recommend that non-Maintenance Plan users follow this order when trying to solve problems/issues:

1. Frequently Asked Questions (FAQ) – the HELP icon located on each page of the software application itself
   
2. User’s Guide – a complete and illustrative document full of tips and detailed usage instructions. It can be found in the Program Files section of all computers that have successfully installed SponsorshipPRO+.
   
3. If these options still do not resolve the issue you may visit our online Technical Support to submit a written description via email.

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