This series of documents is intended to help clarify the scope of support coverage for different areas of Penelope and add-on modules.

What kinds of things are:

  1. Included in our support packages

  2. Fall outside of support coverage

  3. Handled though professional services


Included in support packages

  • Support for agencies on a supported version of Penelope, using a supported browser, and with unaltered source code or database.

  • Answers to general questions regarding functionality or features in Penelope.

  • One system administrator password reset request

  • Access to our help site, our exhaustive and regularly updated database of help materials, assistance with processes or features

  • Basic advice regarding how to achieve a desired result or process within Penelope (not including consideration of current organizational processes.)

  • One re-ordering of your Individual User Defined values table.

  • Advice on how to use various irreversible functionality, such as Document locking

Fall outside of support coverage

  • Support for agencies on an unsupported version of Penelope, using an unsupported browser or with altered source code or database.

  • End-to-end process walkthroughs or explanations, whether during a single conversation or over time

  • More than one system administrator password reset request

  • One-to-one assistance with processes that are currently fully documented on our help site

  • Advice regarding implementing complex processes, with consideration to your organization’s overall use of Penelope.

  • More than one re-ordering of your Individual User Defined values table.

  • Unlocking locked Notes or Documents

Handled though professional service

Contact your account manager to discuss purchasing advanced and professional support services at accountmanagment@bonterratech.com

  • As per our discretion, assistance for agencies on an unsupported version of Penelope, using an unsupported browser or with altered source code or database.

  • Training on all areas of Penelope.

  • Password resets

  • Creation of custom documentation, taking into consideration processes and methods unique to your agency.

  • Business analysis, including a thorough overview of your agency’s processes and methods of using Penelope.

  • Subsequent re-ordering of your Individual User Defined values table.

  • As per our discretion, unlocking a Note or Document.

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