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Support Request
First Name
Last Name
Email
Organization Name
Request Type
Please select...
Troubleshoot a Problem
Enhancement to add
General Question (no urgency)
Category
Please select...
General Technical (need help resetting password, user cannot log in, system admin updates, etc.)
Product-related (grants management default, foundationConnect, npsp, etc.)
Severity - needs to be resolved:
Please select...
Severity 1 - critical issue in production - regular operation completely stopped
Severity 2 - major functionality impacted and time-sensitive
Severity 3 - minor functionality impacted and time-sensitive
Severity 4 - general inquiry, how-to or routine technical issue
Severity 1 > would like resolved within 3 business days
Severity 2 > would like resolved within a week (7 business days)
Severity 3 > would like resolved within two to three weeks (21 business days)
Severity 4 > can be resolved anytime, information gathering only
Please list your next 5 availability date/time to schedule a meeting to review:
General tech
UX (modify page layout, create list view, add a new field)
Automation (flows, apex)
Salesforce update (I received a notification from SF - what does it mean?)
User access (you can't log in, your external users are having issues resetting password)
Other
Product-related
foundationConnect (portal, online forms, external reviews,
budget, amendment, etc
.)
Grants Management (portal, application, action plans/due diligence, other online forms, invite, reviewer)
Conga Composer
Conga Sign
Form Assembly
NPSP (customizable rollups, moves-management, donor portal)
Other
Please specify:
What Happened?
e.g. I got an error when I clicked this button, attached is a screneshot.
Please provide as must detail as possible.
What was supposed to happen?
e.g. I'm supposed to be able to save the record, then automation triggers to do this other thing.
Please provide as must detail as possible.
Other Details:
e.g. click on this record and edit this field, click save = see error; this was first reported last Monday; impacts all users with standard profile OR impacts John Smith who is a system admin
1. Exact steps to reproduce
2. When did this start?
3. Link to an example record we can use for testing:
4. Impacted user(s):
Supporting File(s)
Please upload supporting documentation (screenshots, video walkthroughs, error logs, etc)
Contact Information
Support Request
Support Request