Skip to main content
All CollectionsSupportSupport Policies
Support Scope Guidelines for Penelope
Support Scope Guidelines for Penelope
Updated over a week ago

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 by 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 center, 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.)

  • 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 in our help center

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

  • Re-ordering of your Individual User Defined fields within Penelope.

  • Unlocking locked Notes or Documents

  • Locating fields/tables within the database while using ODBC account

  • Database backup restoring process/training

  • Tableau troubleshooting

Handled through Professional Services

Contact the Account Management team to discuss purchasing advanced and professional support services by visiting Support.

  • 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.

  • Re-ordering of your Individual User Defined values table.

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

Did this answer your question?