2016 HomeKeeper Hub Access – Fee and Support Schedule
The 2016 Annual Hub Access Fee will be $7,000.00 per user organization. Annual access fees may be adjusted if there are increases in anticipated levels of support required.
Ongoing user support is primarily delivered through our formal support ticketing system. Support requests must be submitted by email or online and cannot be initiated by telephone. That said, it is possible support tickets initiated via email result in a 1-1 phone call in order to resolve the user’s issues.
Online Documentation and User Support:
Hub Access users will have access to:
Summary documentation in the form of written guidance and/or online videos for HomeKeeper Hub Access users includes:
- How to log into the HomeKeeper National Data Hub
- Overview of relationships between records
- How to use list views
- How to view reports
- How to view dashboards
Upon request, Hub Access users can have access to our HomeKeeper knowledge base accessed at Support.MyHomeKeeper.org. Resources available have been developed for HomeKeeper users and include:
• User announcements and product updates
• Setup and getting started instructions and orientation materials
• User manual with step-by-step instructions
• How-to guides for common tasks
• Recordings of trainings
• User Tips and Tricks
• Links to related third-party support, resources and products
• User Questions and Answers
Individual Support Requests:
Paying Members can submit support tickets at Support.MyHomeKeeper.org or by emailing support@MyHomeKeeper.org. Our Member Support Specialist fields all support requests and escalates tickets to a third-party contractor when necessary. Up to 25 hours of support will be provided annually. This includes all time spent answering tickets and/or resolving or troubleshooting related technical issues. Any additional hours required to support users or resolve technology issues will be billed based on time and materials at a rate of $150/hour.
Advanced and Custom Training
Users can request and schedule additional advanced or customized trainings either in person or via the webinar platform. We can provide an estimate to interested organizations based on anticipated prep and delivery time required. Content developed for individual trainings may be re-used or posted in or support forums for others to reference