[NCUC-EC] Meeting - CIVICRM Developments

[Renata Aquino Ribeiro]

Hi Bruna

Thanks for this update.
Are we to decide purchasing this 10h support?
Should we consult members on this?

I believe whatever decision you make, since you're following this
issue, would be a way to go.


On Wed, Aug 1, 2018 at 1:01 AM, Bruna Martins dos Santos
<bruna.mrtns at gmail.com> wrote:
> Dear EC,
>
> On monday morning Farzaneh, Tapani, Juan and me joined a call with CIVICRM
> regarding our members database management and I share below the report Farzi
> shared with the tech team just now.
>
> best,
> B.
>
> ---------- Forwarded message ----------
> From: farzaneh badii via Techteam <techteam at lists.ncsg.is>
> Date: 2018-08-01 0:52 GMT-03:00
> Subject: [Techteam] CIVICRM Developments
> To: Techteam at lists.ncsg.is
>
>
> Hi everybody
>
> As I told you we are using CIVICRM for our database management and have
> recently hired a company to help us with developing it further and
> maintaining it.
>
> We had the discovery meeting the other day with Bruna, Tapani and Juan.
> Covered a lot of grounds as to how membership approval process is,
> categories of members etc.
>
> Here is an email from them about our Service Level Agreement. They maintain
> our system and we have 5 incidents we can report to them. At the moment the
> incidents are reported by Maryam and I.
>
> I would be grateful if more people could pay attention to this, especially
> if you are tech savvy, we might need later on get volunteers to look at the
> technical issues and work with the company to resolve it. And of course if I
> get run over by a bus, you should know what we are doing Tech wise. I have
> shared our contract with the company with the constituency chairs, FC
> members. I will also upload the meetings I have had with them on the same
> folder. If you want to have access to the videos, let me know.
>
> Our service level agreement and what does it do for us?
>
> In particular we discussed how your monthly incidents (up to 5) of technical
> support work. Please send any request or question you have directly to ..
> This notifies our support team and allows us to easily create and track the
> request in our project management system.
>
> As a reminder, a support request, or incident, is generally defined as a
> request for support to fix an error in an existing system or a request for
> support that involves functionality of the existing system. In particular,
> Support Requests are questions or issues that can be addressed by our team
> in 30 minutes or less. Here are examples of the types of support that can be
> provided via your monthly incidents:
>
> Short trainings (10-15 min) on how to use your system, such as creating
> reports, managing customers and contacts, creating relationships, etc
> Trouble-shooting issues with existing system functionality (report
> questions, mailings, membership, etc)
> General consultation on how best to find information, develop a report, or
> better understand your contacts and their activities
> Documentation on how a feature of the system operates or how to complete an
> administrative or management function
>
> Any administrative time required to respond to and address an incident will
> be tracked against that incident. Not included within Support Requests are
> any requests that would add new functionality to the system.
> Should you submit a request that we see will require more support or work
> than what an incident covers, we will follow up with you, most likely
> recommending the use of Development Block time (a pre-purchased 10 hour
> block of time) to resolve the issue or request.
>
> Best
>
> Farzaneh
>
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>
>
>
> --
> Bruna Martins dos Santos
>
> Skype ID: bruna.martinsantos
> @boomartins
>
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