Last Modified: December 12, 2023
The GivingData Product Specific Terms highlight several important service levels associated with our Subscription Services. The Product Specific Terms form part of the GivingData Subscriber Terms of Service and are hereby incorporated therein.
GivingData will provide a dedicated Implementation Project Manager (“IPM”) to assist you in completing the software configuration within the scope and time period indicated in the implementation package specified in the Order Form. Your IPM will assist you in implementing your grant-making process and will provide training, resources, and technical support to assist you in utilizing the software to complete these tasks. Additional roles and responsibilities for implementation deliverables will be defined at the project kickoff.
Your implementation will be managed using project management software provided by GivingData at the start of the project. Implementation will consist of weekly one (1) hour meetings between you and your IPM until the project is complete. Approximately 2-4 additional hours will be required for you to set up and configure your software outside of scheduled calls with your IPM.
If there are deliverables included in the Implementation Package purchased, it is estimated that those deliverables will be completed within the time indicated for delivery in the applicable description of services (the “Delivery Period”).
If the Implementation Services provided are not complete at the end of the Delivery Period due to your failure to perform your obligations, additional project hours and charges may apply. If the Implementation Services provided are not complete at the end of the Delivery Period due to our failure to perform our obligations, the Delivery Period will be extended to allow us to complete such Implementation Services.
Training on the software will be provided to you in accordance with the deliverables and hours specified in your implementation package. All training hours must be completed within the implementation Delivery Period. If you require additional training after the completion of the Delivery Period, such services will be scoped and invoiced separately. Any additional system training that is included in your Implementation Package, but which is not essential to complete during the implementation period, will be managed separately and provided by your Client Success Manager.
Upon completion of the Delivery Period, questions and technical assistance requests may be submitted to Company Technical Support as provided for in Section 9.
1.2 Data Migration
GivingData will assign a Data Migration Specialist to provide the necessary software tools, infrastructure, and expertise to facilitate the migration of your data into the GivingData software. In addition to any regularly scheduled implementation meetings, your Data Migration specialist will hold individual one (1) hour meetings to train you on how to map your data to GivingData and ensure compatibility. To facilitate the migration, your Data Migration Specialist will require access to the existing data source and other relevant information. You will be responsible for the review and validation of the migrated data to ensure accuracy and completeness. GivingData will collaborate with you to address any issues or discrepancies you discovered during the migration process, however, we will not be responsible for manipulating or changing any client data provided.
Upon completion of Implementation Services, you will be assigned a Client Success Manager (“CSM”) who will serve as a liaison between you and GivingData. Your CSM will schedule a one (1) hour meeting quarterly to review your use of the software (“Quarterly Account Review”). Quarterly Account Reviews may be used to, among other things, discuss current challenges, ask questions, and learn about new or underutilized features and functionality. Quarterly Account Reviews may be used for additional training if requested in advance by emailing your CSM.
Your CSM is unable to provide administrative support, such as building out additional functionality in the software. However, they are able to provide additional training or tutorials to assist you in performing these tasks.
Communication between you and your CSM will be handled via email and/or Zoom calls scheduled at a mutually agreeable time. Your CSM will make every effort to respond to non-urgent or “how-to” email correspondence within forty-eight (48) hours. Urgent questions regarding the software should be submitted directly to the Company Technical Support team using the support web form accessible within the software. If support issues are not resolved within the service terms outlined in Section 9, please email your Customer Success Manager.
Once implementation is complete, your software will be added to an auto-deployment list for automatic system updates. A system update may include bug fixes, enhancements to existing features, releases of new features, and other software improvements. We will notify you within fourteen (14) business days prior to the release of a software update if any material changes to the software are made or new functionality is released. Feature enhancement notifications will include the date and time of the scheduled release and release notes with a summary of what is included in the system update. All release notes will be accessible on the GivingData Knowledge Base the day of every release. The release schedule is governed by two-week sprints, with a full release approximately every three to five weeks.
GivingData is not responsible for supplying or supporting third-party integration services. Clients using third-party integrations are responsible for notifying GivingData prior to starting a new integration or modifying an existing integration. Failure to do so may result in loss of access to GivingData and/or data or documents that are stored within the GivingData software. Additional fees may apply for the use of third-party services if technical or Client Success resources are needed for software configuration or data restoration.
Product feature requests and enhancements should be discussed with the Client Success Manager who will serve as the client liaison with the GivingData product team. All requests will be prioritized based on GivingData internal processes to determine scope and impact to the business. GivingData is not required to complete development on all feature requests that are submitted by the client.
If you have purchased a staging site as part of your Software Subscription, the site will be created upon the start of the software implementation. The staging site must be on the auto-deployment schedule as described in “System Updates” above, and as such, will always be updated with the most current release of the software. Third-party integrations will not be configured or supported on staging sites.
6.1 Data Refresh Process
Staging sites will be automatically refreshed with Production Site data upon completion of the implementation and then twice per year, once at the end of March and again at the beginning of October. The refresh process will replace all existing staging site data with all then-current production data, including workflows, searches, reports, and statuses.
You may elect to have your Production Site up to three (3) versions behind your staging site. You may choose to update your Production Site at any time, with the understanding that the update will be scheduled to occur in conjunction with the next scheduled regular release deployment date. Requests for updates should be submitted to your CSM at least two (2) weeks prior to your desired Production Site update.
Document templates in the previous staging site will be retained, but no documents or document templates from the Production Site will be copied over to the staging site. If you have a staging site, you may opt out of the staging site refresh by providing notice to your CSM within ten (10) Business Days of the site refresh. You will not be able to refresh your data again until the next scheduled refresh date.
The Business Intelligence Database (“BI Database”) is an additional feature that can be purchased by customers who require advanced reporting capabilities using an offline copy of their GivingData database. If you purchase this feature you will receive a read-only copy of your Production Site database, which can then be used to connect to a third-party BI platform, such as Tableau or Domo. We will assist with configuring specific user access through IP whitelisting. We will update the replica database daily at the end of each day and will provide you with a list of GivingData tables and fields for your use. We are unable to provide support for any schema documentation, configuration assistance, or technical assistance on setting up database queries to connect to third-party BI platforms. The database structure is subject to change without notice as GivingData product features are expanded and modified. It is the client’s responsibility to ensure the integrity of any reports and applications that rely on access to data from the BI Database.
During the implementation process, we will work with you to migrate your existing grants management system source data into GivingData (“Original Data”). We will store your Original Data for three (3) months from the implementation completion date. Your Original Data will then be permanently deleted from our servers. We will contact you before the deletion and you will have the option to request a backup of the original data by contacting your Client Success Manager.
9.1 Reporting and Handling Issues
To request technical support or report any issues with our software, please utilize the in-app feature to "Submit a Support Ticket" on the GivingData platform or email us at email@example.com. Each case will be promptly assigned a unique reference number and categorized into one of four Priority Levels:
Priority Level 1: Critical impact where the Platform is unavailable or experiencing substantial service disruption.
Priority Level 2: Significant impact with material restrictions on Platform functionality.
Priority Level 3: Minor impact involving partial, non-critical functionality loss with available workarounds.
Priority Level 4: General inquiries about product usage or feature requests that do not require immediate engineering response.
Error Reproduction: Should an error be elusive and not immediately reproducible, we will engage with you to undertake diagnostic efforts to identify and resolve the issue.
Escalation Procedures: For complex issues requiring additional investigation, we will escalate the matter internally and provide ongoing status updates. In certain cases, we may request access to your instance of GivingData software to facilitate troubleshooting.
9.2 Basic Technical Support
All customers are entitled to our Basic Technical Support at no additional charge, which includes:
Addressing technical issues
Escalating software bugs
Providing product guidance
Support is available during Business Days, defined as Monday through Friday, excluding U.S. federal holidays, from 08:00 to 20:00 Eastern Standard Time.
9.3 Email and In-App Support Response
Our team responds to email and in-app support inquiries during Business Hours. While inquiries may be submitted at any time, responses are issued during our standard support window. Response time targets are within one business day, although resolution times may vary based on the complexity of the issue.
9.4 Service Availability
We strive to ensure continuous operational availability of the Software Service, including:
9.5 Data Recovery
Database recovery requests initiated by customers will be processed within one to two Business Days, reverting to the specified date and time. This process will overwrite any subsequent data entries or changes made after the selected recovery point. While we aim for comprehensive data recovery, it is important to acknowledge that not all data may be restorable. This includes new data entered in GivingData and the Grantee Portal. GivingData will not be responsible for restoring one-off or accidentally deleted data.
9.6 Access to Knowledge Base and Community
Customers have continuous access to our online Knowledge Base and can join our password-protected online community to engage with other GivingData users for assistance and discussion.
9.7 Support Exclusions
Basic Technical Support does not extend to:
9.8 Support Limitations
Our commitment to providing Basic Technical Support is fulfilled by our U.S.-based team and authorized subcontractors, subject to operational constraints.
9.9 Modifications to Support Services
We reserve the right to make amendments to the Basic Technical Support services, with the assurance that the level of service provided will not be materially reduced during your subscription period.