What You Need to Know About Technical Support at StarChapter
How do I ask a technical support question or report an issue with my software?
All Support Tickets are entered and managed within the StarChapter Admin Area. Submit a Support Ticket to ask a question or report an issue. Find the support ticket button at the top right corner of the admin area or under General > Support > Support Tickets.
If you are unable to login to your StarChapter system, call StarChapter’s toll-free number at 866-775-3205 to leave a voicemail and a team member will open a Support Ticket on your behalf. In both cases, a support ticket is routed to the StarChapter Support Team.
Why do I need to create a support ticket?
Every question or issue receives a ticket. This helps board members to track progress and the StarChapter Support Team to manage workflow. A tracking number is instantly assigned to a ticket and emailed back to the user who submitted the ticket. Admin Users can manage tickets through the ticketing system accessible on the StarChapter software at General > Support > Support Tickets. The Support Tickets area documents and saves open, pending and closed tickets.
Please note that outreach through other methods will result in a Support Ticket being opened and delay our team's response.
What is the typical response time for tickets?
The StarChapter Support Team strives to provide a meaningful response to support tickets as quickly as possible. The exact response time will vary depending on the time of year and our ticket volume. We do strive to address all tickets within eight (8) business hours, but it can take our team longer than that during high-volume periods of the year.
How does StarChapter prioritize and organize support tickets?
The StarChapter Support Team responds to tickets on a first-come, first-served basis. If the issue is urgent and needs an immediate resolution, then select the appropriate priority when entering the support ticket. Please note that increased priority does not guarantee a shorter response time.
StarChapter's ticketing system orders tickets based on when the last response was received. This means that following up in tickets prior to hearing from our team will delay our response by moving your ticket to the end of our queue. For the fastest response, please avoid updating or "bumping" active tickets.
Can I speak with a StarChapter Support Team member over the phone?
StarChapter provides call-back phone support. Immediate and same-day calls are not available. To receive call back support, create a support ticket requesting a call back, including the issue or topics you would like to cover and any preferred times and phone numbers. A member of the StarChapter Support Team will schedule a call at one of your preferred times and confirm this through your ticket in advance.
Who can contact the StarChapter Support Team?
StarChapter provides support for Admin Users and Primary Account Contacts. An Admin User is anyone with access to the organization's Admin Area. These users are typically members of the board or have been delegated by the board, such as an executive assistant or a paid administrators.
The StarChapter Support Team does not provide support to members and non-members who are not paid administrators or board members.
StarChapter Support does not alter access privileges for Admin Users or board members. This can only be done by a full admin of your organization.
Why are tickets closed?
The StarChapter Support Team works to ensure that open issues are effectively and promptly addressed. Tickets are closed for the following reasons:
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- The support team member believes an appropriate response or materials were sent to answer the question or resolve the issue.
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- There are no open issues that the support team can address.
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- The support team cannot connect with the Admin User who submitted the ticket, typically in three (3) business days.
- To reopen a Support Ticket, reply to the most recent message and it will reopen the ticket.
What kind of support is included in the StarChapter Subscription?
The following types of support are included with the subscription:
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- Functionality questions
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- Bugs
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- Ongoing training sessions
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- Access to self-help materials at kb.starchapter.com
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- Access to association management materials at www.starchapter.com/Blog
The following types of support are examples of paid support through a signed work order (after the Setup Project):
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- Content updates and migration work
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- Data related work of manipulating files for importing
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- Restore from backup caused by customer's doing
The following items are not supported:
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- Content writing
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- Search Engine Optimization (SEO)
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- Help with 3rd party applications, such as email clients, accounting software, merchant accounts, etc.
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- Any custom or 3rd party code, scripts, CSS, etc.
- - Logo creation
Support Guidelines
StarChapter's Technical Support Team will not tolerate abusive language. While we understand that our customers are often working through frustrating issues, we ask that you trust that we are working to assist you to the best of our ability. Our team is encouraged to end interactions, in tickets and during calls, that include:
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- Cursing
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- Personal Insults
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- Discriminatory language
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- Sexual language
- We appreciate your professionalism as we continue to support your organization.
