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Terms and Conditions

Effective Date 7/20/2021

  1. End User License Agreement
  2. Privacy Policy
  3. Onboarding, Service and Support Policy

These Terms and Conditions include an End-User License Agreement ("EULA") Privacy Policy, and Service and Support Policy, and is a legal agreement between you and DONORDOCK, Inc., a North Dakota corporation (“DONORDOCK”) for the DONORDOCK product which may include Software, associated components, printed materials, and online documentation, webpages and marketing materials.

DONORDOCK reserves the right to update and change the Terms and Conditions from time to time and we will make reasonable efforts to alert customers of these changes. Your use of DONORDOCK, and any new features that augment or enhance the Service, including the release of new tools and resources, shall be subject to the then current Terms and Conditions. Continued use of DONORDOCK after any such changes shall constitute your consent to such updates and changes. You can review the most current version of the Terms and Conditions at any time.

End User Licence Agreement

IMPORTANT: Carefully read all of the terms  of this agreement prior to using DONORDOCK [hereafter referred to as "DONORDOCK" or “Software”]. Signing up for this Software indicates acceptance of this license agreement.

By using DONORDOCK, you acknowledge that you have read this agreement, understand it and agree to be bound by its terms and conditions.

1. Overview

This EULA governs the Software which includes Software-as-a-service and any associated media and printed materials. The Software is provided on a subscription basis. Licensing shall refer to the monthly or yearly subscription amount paid for the Software.

DONORDOCK may require you to agree, in order to continue using the Software, to updated terms and conditions which will apply from that date forward.

2. Reservation of Rights

The Software is protected by copyright and other intellectual property laws and treaties. DONORDOCK reserves all rights not expressly granted to you in this EULA.

3. Grant of License

You are granted a single, non-transferable, and non-exclusive license to use the Software under the terms stated in this Agreement subject to your obligation to pay and any rights and limitations described herein. Title, copyright and ownership of the Software and any related documentation remains with DONORDOCK. Grant of license will immediately cease if the terms and conditions herein are violated, including failure to pay for the subscription.

4. Subscription Licensing

Subscription licensing is done on either a month-to-month term or a year-to-year term. Customers may cancel a subscription at any time. The subscription will automatically charge the provided credit card or debit the provided bank account at the beginning of the next term unless the subscription has been cancelled per the requirements set forth in this EULA.

5. Prices, Taxes and Incidental Charges

DONORDOCK may alter pricing at any time with notice provided to you. Any price alterations will not be retroactive and will take effect with prorated amounts due to or from you at the time of the change.

Subscription prices do not include any taxes, or other fees required by law, and are the sole responsibility of you to pay. DONORDOCK may collect taxes if required by law and you agree to pay these to DONORDOCK when applicable.

6. Product Support Services

DONORDOCK may make available product support services, training, and other materials (collectively “Support”) related to the Software. This EULA does not obligate DONORDOCK to provide any Support. You agree that DONORDOCK may collect and use technical information gathered as part of the support services provided to you, if any. Client agrees that the definition of consultative time includes all services related to time for communication, virtual session, technical set-up, training and support and other administrative or management tasks.

7. Disclaimer of Warranty

The Software is licensed “as-is.” You bear the risk of using it.

DONORDOCK gives no express warranties, guarantees or conditions.

DONORDOCK does not warrant or assume responsibility for the accuracy or completeness of any information, text, graphics, links or other items contained within the Software. Further, DONORDOCK does not provide any warranty respecting any harm that may be caused by the transmission of a computer virus or other such computer malware.

DONORDOCK does not warrant that (i) the Software will meet your specific requirements, (ii) the Software will be uninterrupted, timely, secure, or error-free, (iii) the results that may be obtained from the use of the Software will be accurate or reliable, (iv) the quality of any products, services, information, or other material purchased or obtained by you through the Software will meet your expectations, and (v) any errors in the Software will be corrected.

DONORDOCK does not guarantee the security of any information transmitted to or from the Software. Moreover, you assume the entire cost of all necessary servicing, repair, or correction. We do not warrant or make any representations regarding the use or the results of the use of any content. You hereby irrevocably waive any claim against us with respect to content and any content you provide to third party websites (including credit card and other personal information). 

It is incumbent on you as a user to know and understand any laws and regulations for which your organization is obligated to, and to follow those laws or regulations. DONORDOCK bears no responsibility or liability as it relates to your obligations to any such laws or regulations.

You expressly understand and agree that DONORDOCK shall not be liable for any direct, indirect, incidental, special, consequential, or exemplary damages, including, but not limited to, damages for loss of revenue, goodwill, use, data, or other intangible losses (even if DONORDOCK has been advised of the possibility of such damages), resulting from: (i) the use or the inability to use the Service; (ii) the cost of procurement of substitute goods and services resulting from any goods, data, information, or services purchased or obtained or messages received or transactions entered into through or from the Service; (iii) unauthorized access to or alteration of your transmissions or data; (iv) statements or conduct of any third party on the Service; (v) or any other matter relating to the Service.

8. Conditions

  1. You understand that DONORDOCK uses third-party vendors and hosting partners to provide the necessary infrastructure and technology to provide the Software.
  1. You must not modify, adapt, or change the Software or modify another website so as to falsely imply that it is associated with the Software.
  1. You agree not attempt to reproduce, copy, sell, resell, or exploit any portion of the Software, use the Software, or access the Software without the express written permission of DONORDOCK.
  1. We may, but have no obligation to, remove content or subscriptions containing content that we determine, in our sole discretion, are unlawful, offensive, threatening, libelous, defamatory, pornographic, obscene or otherwise objectionable or that violate any party’s intellectual property or this EULA and the attached Privacy Policy.
  1. You understand that the processing and transmission of the Software, including your content will be transferred over the internet and stored on third-party servers.
  1. You must not upload, post, host, or send unsolicited email or “spam” messages. You must not transmit any worms or viruses or any code of a destructive nature. You must adhere to laws and regulations regarding opt-in requirements for prospect and contact data and at all times use the Software as intended.
  1. If your resource usage significantly exceeds the average resource usage (as determined solely by DONORDOCK) of other DONORDOCK customers, we reserve the right to immediately disable your subscription or reduce your resource usage. We will make every effort to work with you if this situation occurs to bring your resource usage back to reasonable levels.  
  1. The failure of DONORDOCK to exercise or enforce any right or provision of the Terms of Service shall not constitute a waiver of such right or provision.

9. Remedies

DONORDOCK’s liability and your exclusive remedy for any claims arising out of the furnishing, performance or use of the Software OR ANY RELATED DOCUMENTATION (whether alleged as a breach of contract or tortuous conduct, including negligence) shall be at the option of DONORDOCK either (a) return of the most recent license fee or Subscription Fees paid. You are not entitled to any consequential or other damages. In no event shall DONORDOCK be liable for any special, incidental, punitive, indirect or consequential damages.

10. Termination and Cancellation

Without prejudice to any other rights, DONORDOCK may suspend or revoke your use of the Software at any time if you violate the terms and conditions of this EULA.You may terminate your subscription at any time.

Subscription fees are not refundable.

11. Data Governance

DONORDOCK does not own any of your data placed in the Software. Upon termination of usage rights or cancellation, whether by you or DONORDOCK, you are responsible for obtaining your data and/or ensuring you have proper exports from the Software. You acknowledge that DONORDOCK will have no responsibility for the deletion, integrity, reliability, legality or right to use data. All database backups, disaster recovery, and security access/maintenance of any systems or products outside of the DONORDOCK CRM system are the full responsibility of the client and/or hosting/cloud provider, while integrated with DONORDOCK or otherwise.

12. Data Privacy

  • Please review the attached privacy policy

13. Applicable Law

The laws of the state of North Dakota shall govern this agreement. You hereby consent to the exclusive jurisdiction of the state and federal courts located in Cass County, North Dakota for resolution of any disputes arising out of this EULA.

You may not use the Service for any illegal or unauthorized purpose. You must not, in the use of the Service, violate any laws in your city, state, country, or jurisdiction (including but not limited to intellectual property laws).

14. Entire Agreement; Severability

This EULA, including any addendum, supplement or amendment, is the entire agreement between you and DONORDOCK relating to the Software and they supersede all prior or contemporaneous oral or written communications, proposals and representations with respect to the Software or any other subject matter covered by this EULA.

15. Changes

DonorDock may periodically update these Terms of Service. We will do our best to notify you about significant changes by sending a notice to the email address of the users of the DonorDock service.

Privacy Policy

Owner and Data Controller

DonorDock, Inc.
325 7th St. S. Suite 200
Fargo, ND 58103

Owner contact email: privacy@donordock.com

This Privacy Policy covers information about the "Customer" (meaning customers, and the people, organizations, and other entities affiliated with the Customer who are trialing, evaluating, researching, subscribing, using, and have used the Service) In this scenario and with this type of data, DonorDock is the “Controller.” (The controller determines the purposes and means of processing personal data.)

If the Customer opts in to DonorDock email subscriptions, communicates with DonorDock (or DonorDock employees) via email, downloads DonorDock e-books, registers for DonorDock webinars, DonorDock will collect and store basic contact information from the Customer such as the individual’s name, the organization name and the email address provided to the Service by the Customer.

When the Customer subscribes to the Service, DonorDock collects information needed to service the Customer, such as user names, the organization name, the physical address, email addresses, and billing information from the Customer.

For more information on the services we utilize to collect data, click here. To view our Cookie Policy, click here.

This DonorDock Inc. (we,” us,” or “our.” Privacy Policy covers the DonorDock CRM service for nonprofit companies, the DonorDock Online Giving service and the content that DonorDock publishes to include blog posts, emails, webinars, videos, knowledge base articles and e-books, and all related services provided by DonorDock Inc. (“DonorDock” and the “Service”). Except where noted below, the intended audience for the Service and this Privacy Policy are nonprofit organizations and their team members (“Users”) (collectively, the “Customer”) who evaluate and/or subscribe to the Service.

Information Gathering and Usage

This Privacy Policy covers the two types of information DonorDock may collect or receive from the Customer, regardless of where the Customer resides:

DonorDock as Controller

Information about the Customer, meaning information about the Customer, the people, organizations, and other entities affiliated with the Customer who are trialing, evaluating, researching, subscribing, using, and have used the Service. In this scenario and with this type of data, DonorDock is the “Controller.” (The controller determines the purposes and means of processing personal data.)

If the Customer opts in to DonorDock email subscriptions, communicates with DonorDock (or DonorDock employees) via email, downloads DonorDock e-books, registers for DonorDock webinars, DonorDock will collect and store basic contact information from the Customer such as the individual’s name, the organization name and the email address provided to the Service by the Customer.

When the Customer subscribes to the Service, DonorDock collects information needed to service the Customer, such as user names, the organization name, the physical address, email addresses, and billing information from the Customer.

DonorDock as Processor

Information about individuals and organizations the Customer provides to the Service (”Contacts”) within the Customer’s DonorDock tenant (the “Customer’s Account”). For this data, DonorDock serves as a “Processor” and the Customer serves as the Controller. As a processor, DonorDock is responsible for processing personal data on behalf of the Customer as controller.

These two types of information are referred to as “Customer Data.”

Sensitive Information

The Service is not designed to accept or store sensitive information such as HR or health-related information. While the Customer may enter sensitive data into certain data fields in the Service, this is not the intended usage, and the Customer is doing this in violation of this privacy policy.

By agreeing to our EULA and this Privacy Policy, the Customer expressly opts in and consents to the use and processing of the Customer Data, and agrees to not store sensitive information about their Contacts in the Service.

Cookies & Trackers

A cookie or tracker is a small data packet, which often includes an anonymous unique identifier. A cookie or tracker is sent to the Customer’s browser from the application hosting server and stored on the Customer user’s computer or device.

For visitors to the DonorDock public website, found at https://www.donordock.com, DonorDock may employ cookies for marketing, including “retargeting” cookies to supply ads via third-parties such as AdRoll or Google.  

Cookies and trackers are required to use the Service. DonorDock uses cookies to record authentication information, session information, to improve the user experience, but DonorDock does not employ the use of permanent cookies. DonorDock also uses cookies to manage session timeouts, in an attempt to avoid unauthorized access to the Service.

Confidentiality

DonorDock treats all Customer Data as confidential. All DonorDock employees and contractors are bound by confidentiality agreements, binding them to take reasonable precautions to prevent any unauthorized use or disclosure of confidential information and/or Customer Data. Customers are responsible for securing their own Customer data through management of account access to appropriate individuals. Any user that is granted access to the Service by the Customer is bound to the EULA and Privacy Policy requirements.

Third-Party Software & Services

DonorDock uses third-party software and service providers to process Customer Data, to provide and operate the Service, and to communicate with the Customer. These services and software are used regardless of where the Customer resides. DonorDock uses two types of services and software solutions to process Customer Data and provide the Service:

Background Services

Background services and providers that serve as vendors and agents DonorDock directly. DonorDock is the agreement holder with these third-parties. DonorDock provides that it has agreements in place with its third-party vendors and agents to protect the Customer Data, including any personal information stored in Customer Data, to be compliant with our EULA and this Privacy Policy.

Integrated Services

Integrated services are services in which Customers are required to have their own accounts. These services are connected to the Service through integrations. Integrated services are handled by third-party services and are covered by the third-party provider’s terms of service and privacy policies.

Note to data subjects (Contacts stored in Customer Data): If you are a contact whose data is being managed and stored by a Customer of DonorDock, and would like to restrict DonorDock from forwarding information about you to third parties, please contact the organization who serves as the Controller of your data (the Customer) to make this request.

Sharing of Customer Data

DonorDock uses Customer Data deliver the Service, security (authentication and authorization), experience improvements, research and development, ongoing communication and billing.

DonorDock does not share Customer Data with or to other third-parties, other than to deliver the Service, or under one or more of the following conditions:

Merger or Acquisition

If DonorDock is acquired by, or has merged with, another company, DonorDock will share or transfer Customer Data to the acquiring company. If this situation arises, DonorDock will make every effort to notify the Customer before the Customer Data is shared and/or becomes subject to a new or different privacy policy.

Other Circumstances

DonorDock may choose to share or review Customer Data to investigate, prevent, or take action regarding illegal activities, violations of our Terms of Service and/or Privacy Policy, or as otherwise required by law.  

DonorDock may choose to disclose Customer Data under certain special circumstances, including national security or law enforcement requirements or as needed to comply with lawful requests and subpoenas by government authorities. In this event, DonorDock will attempt, when possible and not against any laws or restrictions, to alert the Customer to this requirement.

Right to Access, Correct and Delete

If a user of the Service is an individual residing in the EU, UK then in accordance with the EU-US Privacy Shield Framework, the User has the right to access, correct, and delete any personal data that DonorDock collected from or about the user. To exercise these rights, contact us at: privacy@donordock.com.

Note to data subjects (Contacts stored in Customer Data): EU and UK individuals have the right to access, correct and request deletion of their personal data that is stored within the Customer Data. This also includes the right to limit use and disclosure of their personal data that is stored within the Customer Data. With DonorDock’s Privacy Shield self-certification, DonorDock has committed to respect these rights.

Because each DonorDock Customer is the Controller of its Customer Data, if you are an EU or UK individual and wish to request access to your personal data that is stored in a Customer’s DonorDock tenant database, and/or wish to limit the use or disclosure of that data, please contact the organization who serves as the controller of your personal data.

Privacy Shield

DonorDock complies with the EU-U.S. Privacy Shield Framework as set forth by the U.S. Department of Commerce regarding the collection, use, and retention of personal information transferred from the European Union and the United Kingdom to the United States in reliance on Privacy Shield.  DonorDock has certified that it adheres to the Privacy Shield Principles with respect to such data. If there is any conflict between the policies in this privacy policy and data subject rights under the Privacy Shield Principles, the Privacy Shield Principles shall govern. To learn more about the Privacy Shield program, and to view our certification page, please visit https://www.privacyshield.gov/.  

With respect to personal data received or transferred pursuant to the Privacy Shield Frameworks, DonorDock is subject to the regulatory and enforcement powers of the U.S. Federal Trade Commission. 

Pursuant to the Privacy Shield Frameworks, EU and UK individuals have the right to obtain our confirmation of whether we maintain personal information relating to you in the United States. Upon request, we will provide you with access to the personal information that we hold about you. You may also correct, amend, or delete the personal information we hold about you. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data transferred to the United States under Privacy Shield, should direct their query to privacy@donordock.com. If requested to remove data, we will respond within a reasonable timeframe. 

We will provide an individual opt-out choice, or opt-in for sensitive data, before we share your data with third parties other than our agents, or before we use it for a purpose other than which it was originally collected or subsequently authorized. To request to limit the use and disclosure of your personal information, please submit a written request to privacy@donordock.com.  

In certain situations, we may be required to disclose personal data in response to lawful requests by public authorities, including to meet national security or law enforcement requirements. 

DonorDock’s accountability for personal data that it receives in the United States under the Privacy Shield and subsequently transfers to a third party is described in the Privacy Shield Principles. In particular, DonorDock remains responsible and liable under the Privacy Shield Principles if third-party agents that it engages to process personal data on its behalf do so in a manner inconsistent with the Principles, unless DonorDock proves that it is not responsible for the event giving rise to the damage. 

In compliance with the Privacy Shield Principles, DonorDock commits to resolve complaints about your privacy and our collection or use of your personal information transferred to the United States pursuant to Privacy Shield. European Union and United Kingdom individuals with Privacy Shield inquiries or complaints should first contact DonorDock at: privacy@donordock.com

DonorDock has further committed to refer unresolved privacy complaints under the Privacy Shield Principles to an independent dispute resolution mechanism, the BBB EU PRIVACY SHIELD. If you do not receive timely acknowledgment of your complaint, or if your complaint is not satisfactorily addressed, please visit https://bbbprograms.org/privacy-shield-complaints/ for more information and to file a complaint. This service is provided free of charge to you.  

If your Privacy Shield complaint cannot be resolved through the above channels, under certain conditions, you may invoke binding arbitration for some residual claims not resolved by other redress mechanisms.  See Privacy Shield Annex 1 at  https://www.privacyshield.gov/article?id=ANNEX-I-introduction    

GDPR

This privacy policy is not intended to affirm compliance with GDPR. GDPR has additional requirements that DonorDock does not maintain. This privacy policy affirms compliance with Privacy Shield, but not GDPR.

Onboarding, Service, and Support Policy

Onboarding Services Policy

Onboarding Services includes a pre-determined amount of time of virtual consulting from a Customer Success Consultant, dependent on your subscription purchase.

Scheduling and Expiration of Onboarding Services

All packaged consulting and training hours are to be used within 3 months of subscription purchase

Consulting time can be booked in 30 minute increments, up to 2 hours at a time. Scheduling will be dependent on our availability.

Additional blocks of consulting time can be purchased as needed.

Onboarding Consulting Time By Pricing Plan

This is the total obligation for what is included in an onboarding package, including asynchronous time spent by DonorDock.

  • Starter - 1 Hour
  • Essentials - 3 Hours
  • Professional - 5 Hours
  • Enterprise - 10 Hours

Services Eligible For Inclusion In Onboarding Consulting

This is the entire list of services that are eligible for inclusion in your onboarding package. DonorDock is only required to offer these services to the extent that they fit into the allotted consulting time associated with your pricing plan.

  1. Data Importing
  2. DonorDock Email Marketing Setup
  3. Online Giving Setup
  4. Elective Training - Only available after the completion of the other three services. Data Import, Email Setup, and Online Giving Setup must be completed first before consulting time may be scheduled for Elective Training.
1. Importing Your Data

Our team will do a one-time import of your data. Data to be imported is based on the subscription level you have chosen:

  • Starter – Contacts and Gift
  • Essentials – Contacts and Gifts, and Activities
  • Professional – Contacts, Gifts, Activities and Notes
  • Enterprise - Contacts, Gifts, Activities and Notes

You will be responsible with providing clear data in either Excel or CSV format.

2. DonorDock Email Marketing Setup

Our team will assist with email deliverability including the following:

  • Set-Up Sender Policy Framework (SPF) - This ensures that receiving email services accept DonorDock to send email on your behalf.
  • Set-up Domain Key Identified Mail (DKIM) - This authentication allows DonorDock to send emails on your behalf. This is especially important if your organization plans to use DonorDock for your bulk email marketing.
  • Brand Link Alias (CNAME)
3. Online Giving Setup

Our team will assist with setting up online giving including one of the following:

  • Technical setup for donations through Stripe and/or PayPal to integrate with DonorDock. This requires a Stripe or Paypal account managed by the customer
  • Technical setup of Harness Online Giving and integration with DonorDock. This requires a Harness Giving Account, and this account has a separate monthly fee.
4. Elective Training

After completing data import online giving basic setup, and email marketing setup, the remaining time can then be used electively by you. Training blocks can be used in no more than 2 hours increments and must be used within 3 months of the subscription purchase start date.

Choose your consultation topics from the areas you wish to receive the most one-on-one support from a DonorDock Customer Success Consultant. Additional training opportunities not listed will be considered upon request.

  1. General Q&A with live Demos
  2. General Navigation and Getting Started
  3. Best Practices for Importing and Entering Data
  4. Best Practices for Managing Contacts
  5. Best Practices for Managing Gifts
  6. Best Practices for Receipts and Acknowledgements
  7. Best practices for DonorDock Fundraising Tools
  8. Best Practices For DonorDock Marketing Tools
  9. Best practices for DonorDock Reporting Tools
  10. Best Practices for Importing and Exporting Data

Exclusions

The work as outlined in this document is presented in total and should be considered the complete body of work to be performed for the DonorDock Onboarding Package. Any items not specifically outlined in this document are excluded from the scope of the work. The following items are specifically excluded from the scope of this engagement.

  • Additional consulting time outside of the planned and elective onboarding package hours
  • Extensive data cleanup prior to data import. Data will be imported as provided.
  • Development, customizations, or changes to the integrity of the DonorDock system
  • Development, support or customizations to your personal organization needs outside of the DonorDock system, or of the productions integrated with DonorDock.
  • Gathering or organizing data for imports from multiple files or third-party systems •
  • Onsite training or
  • The ability to use consulting hours after they have expired
  • The transfer of consulting hours to another organization
  • Refunds for unused consulting hours
  • Any migration of data not explicitly covered in the Onboarding Services details section or in the Zapier Integrations documentation
  • Any additional custom development or code writing of any kind

Integration Capabilities

DonorDock has a Zapier connector that is included at no additional charge for all customers on the Essentials and higher tiers. This is not included in the Starter tier.

Using the Zapier connector requires that you obtain a Zapier account. Depending on your needs, this may include upgrading to a paid account.

The only available triggers for DonorDock are:

  • New Contact Created
  • New Gift Created
  • New Activity Created
  • New Fund Created
  • New Appeal Created
  • New Campaign Created

The only available actions for DonorDock are

  • Create a Contact
  • Create a Gift
  • Create an Activity
  • Create a Fund
  • Create an Appeal
  • Create a Campaign
  • Integrations are limited to the actions and triggers that are available in both DonorDock and the app to be integrated.
  • No customizations to DonorDock or integrated apps will be included in integrations.
  • DonorDock can only be responsible for and the support of the DonorDock system and how it integrates with Zapier, and as such cannot support any related issues or customer care for other integrated systems that connect to Zapier, or with the Zapier service itself.

Support Policy

Available Support Services

DonorDock subscribers have access to support services. Support services may be modified, added, or removed at any time.

  1. Knowledge Base
  2. On Demand Video Course
  3. Events And Live Trainings
  4. DonorDock Help Desk
Help Desk Availability
  • Help desk is staffed M-F from 8:00AM to 5:00PM Central Time
  • Help desk can be reached through email at support@donordock.com, or through creating a ticket in a DonorDock tenant.

Included Help Desk Support

The DonorDock Support desk is in place to help us identify, categorize and prioritize issues.

Issues that constitute an "incident" (defined below) are eligible to be resolved by the support team.

Any issues that are identified and determined to not be an incident by definition, or are related to third parties that inherently affect the DonorDock system may receive support on a best effort basis or be recommended for billable consulting hours.

Support is not intended as a substitute for consulting. However, we will make a best effort attempt to answer "how to" questions that are not documented in support articles in the knowledge base. Determination of acceptable requests vs consulting is made at the sole discretion of DonorDock.

Incidents

DonorDock defines an incident as some technical aspect or functionality of the DonorDock System that does not deliver results as expected or documented by DonorDock.

  • Failure of the DonorDock System to perform in accordance with the related documentation in any material respect.
  • Any error or defect in the system that significantly affects the performance or expected functionality.
  • Specific questions about the operation of the system or feature capabilities that are not discoverable

Excluded Help Desk Support

Help desk support only includes the above documented acceptable uses. For the purpose of clarity, these requests are specifically excluded from help desk requests.

  • Unexpected behavior isolated to a user's specific configuration or environment. In this situation, or others as identified by DonorDock, support may determine that the issue, by definition, is not a support incident and may propose consulting services as an option. Support is not intended as a substitute for consulting. While this issue may involve other aspects of the solution, addressing other aspects constitutes a separate issue and requires an additional support incident.
  • Services that are typically covered by onboarding consulting, or paid consulting. if this support is needed, it can be purchased as consulting time.
  • Custom Development or coding of any kind.
  • "How to" questions that can be found in existing support articles
  • Requests for support regarding other software, whether integrated or not, including but not limited to QuickBooks, Zapier, Harness, previous CRM systems, or any other software's or tools besides DonorDock.

Service Level Targets

DonorDock intends to make all reasonable efforts to attain the service targets outlined by each incident priority. All new support incidents submitted through the DonorDock support widget (in app) or via email will receive email acknowledgement, within 1 hour of staffed Help Desk Hours.

Support incidents, outside of staffed hours will receive e-mail acknowledgment no later than the beginning of staff hours the following business day.

DonorDock strives to maintain our Service level Targets of all open Incidents and provide a code fix or a workaround within the resolution time period as outlined by each incident priority. Page 8 of 10A resolution is either a hot fix or providing sufficient information to permanently resolve the issue. When a reasonable workaround mitigates the issue, a fix may not be created, and the incident may be closed. The resolution time is from the time that the ticket was acknowledged, during DonorDock support hours.

For DonorDock to meet the targets support must not be impeded by lack of information, logged information, version information, customization solutions, etc.

Incident Priority & Service Level Targets
  1. Critical - Meaningful impact to the DonorDock System and no available or reasonable workaround. DonorDock will provide a workaround or fix in 2 business days.
  2. High - Meaningful impact to the DonorDock System and a reasonable workaround exists. DonorDock will provide a workaround or fix in 5 business days.
  1. Medium - No meaningful impact to the DonorDock System or material impact to non-production environment. DonorDock will provide a workaround or fix in 7 business days.
  1. Low - No impact to the DonorDock System or Non-production or request for information. DonorDock will provide a workaround or fix at DonorDock's Discretion.

Support Conditions

As necessary, DonorDock has the right to access any DonorDock tenant for the purpose of support and troubleshooting issues.