How can we help?

Types of Services that Rallybound provides are below. Any items below that indicate a charge will be clearly articulated to the client and agreed upon before any work begins.

  • How do I…

    • System usage - Rallybound will provide instruction on how to complete these tasks, which can then be managed by the client’s Administrative Staff

      • Articles, videos or instruction on basic system usage or confusing and/or hidden features

        • Included within Rallybound support.

      • Provide guidance on configuration settings

        • Included within Rallybound support.

    • Newly released features

      • Provide support on implementation of new features that have been completed.

        • There is not a cost to provide documentation on how to complete the request. Platform clients are free to schedule phone calls to understand how the product works. If custom configuration is required for a specific client’s instance this will be scoped based off the client’s hourly rate.

      • Answer questions about utilization of new features

        • There is not a cost to provide documentation or training videos on how to use newly released Rallybound features.

  • Report Bug – There are two types of bugs:

    • A result of Rallybound feature releases or code update

      • We will work to fix this right away without any cost to the client.

    • A result of changes to the organization’s configuration settings or external systems.

      • Will need to be scoped for additional information. If Rallybound is required to fix this bug it will be scoped based off the client’s hourly rate.

  • Request Site Changes

    • Configuration Settings

      • Making updates to a client’s org/website which the admin is unable to access on their own.

        • Adding static pages or making slight navigation menu, call to action button(s) or template modifications are included within Rallybound support. If these changes constitute a template refresh the client will be notified.

          • Template refreshes are updates made to the client’s website and are scoped based off the work completed.

      • Making updates to a client’s org the admin can access on their own.

        • System wide changes. Below are some (but not all) examples:

          • Campaign Settings

          • Email Templates

          • Auto-Responders

          • Security Roles

          • Salesforce Settings

    • Other

      • Gamification features, such as badges, are available in a bundle of five that is priced at $500. If you would like to add achievement badges to your site please contact your Account Manager or the Rallybound Help Desk.

      • Custom auto triggers that are not available through “Add Custom Email” (under Email > Auto Responders. These requests will be scoped for a time estimate and billed at the clients’ hourly rate.

  • Salesforce

    • Initial implementation

      • Will be scoped and included within the initial contract

    • Troubleshooting

      • If caused by a Rallybound feature release or code change there will not be a cost.

      • If caused by a Salesforce setting change in Rallybound or Salesforce that was made by the client, troubleshooting will result in an hourly charge based off the client’s billable rate.

    • Salesforce Custom Mapping

      • Initial mapping agreements will be scoped at start of Rallybound relationship. Additional custom mapping requests (to include custom logic) will result in an hourly charge based off the client’s billable rate.

  • Billing/Account

    • Ask questions about billing and/or account status (no charge)

  • New Feature Request

    • Receive and document feature requests to be provided to our product team.

      • There is not a cost to receive these requests. If a feature request is going to be developed for the client this will be scoped based off the client’s hourly rate.