Support

The Client Services Team

At Silverpoint, the initial website design is just the first step in a long-lasting partnership with a client. Most of our clients come back to us on a regular basis for support, training, upgrades, or other questions. To that end, our Client Services division provides design, technical, and sometimes even moral support. Every member of Client Services is:

• Friendly - We will talk to you in plain English, with a smile.
• Patient - We will take the time to figure out what you need and how we can help.
• Knowledgable - Our Client Services representatives have backgrounds in website design and development.

Account Representatives

Each client is assigned a dedicated client services representative who forms a close relationship with website administrators, trains new users, and either performs site updates and changes or manages their completion if they are assigned to someone else at Silverpoint.

Phone Support

Unlimited technical support for the Silverpoint SchoolSuite® software is included for schools that purchase Software Assurance. Whether you speak with your dedicated representative or another member of our staff, you will find that everyone who picks up the phone at Silverpoint takes an interest in your issue and either knows how to resolve it themselves or knows to whom the issue should be referred.

Support Portal

In addition to phone support, Silverpoint has an online system where clients can log and track service requests. Silverpoint and the client use this system to coordinate communications, transfer documentation, provide estimates of time to completion and prioritize multiple requests coming from different constituents at a school.

Online Help

Silverpoint's online help site includes detailed descriptions of the funcationality available in each Silverpoint SchoolSuite(r) module. These descriptions are supported by an extensive glossary of terms which are used across modules. Links to the help site are included within SchoolSuite to provide quick and easy access to pertinent information. Screen shots and demonstration videos are included to help new users learn the system or existing users learn new skills.

Client Communications

Silverpoint issues two forms of regular client communications:
All Points Bulletin - a quarterly newsletter to keep clients informed of all things Silverpoint:

• What's new in school websites and ways Silverpoint has used SchoolSuite in unique ways for its clients
• Product release announcements and functionality updates
• Recent launches and new clients
• New Faces at Silverpoint (including births!)
• Awards, recognition and trivia

Client Updates - a short monthly communincation from each account representative for:

• Keeping clients informed about new ways clients are using SchoolSuite
• Providing tips and tricks to get the most out of SchoolSuite
• Communicating other information we're too excited about to wait to send in the All Points Bulletin