“The support we receive from the team at Lamplight is amazing. No question is too small or too big and they always come through with the correct solution swiftly. I have so much confidence when contacting the IT team, I don’t hesitate to contact them at any time. Whomever responds is always more than happy to assist. Thank you”
Karen at Interlink RCT
The Hub – your home for all guidance and support
Lamplight comes with a comprehensive online help system, with over 450 fully searchable pages. This online help is customised to you, using the terms that you see in your system. You can also download the entire manual as a word document.
We have a selection of how-to videos to help with specific tasks in Lamplight, such as filtering records and adding an email signature, as well as training videos for new starters and people who want to learn new skills.
We have PDF guides to help customers learn different aspects of Lamplight. They are handy for system administrators when they’re looking maintaining and making changes to Lamplight, as well as for those who are setting up new projects and modules.
Ad hoc support
We like to hear from our customers and we don’t want you getting frustrated, so we’d always prefer you to drop us an email or pick up the phone if you get stuck. Our hosting fee includes technical support, so if you’ve found a bug or error on our part we will fix it as quickly as we can. However, sometimes you need a bit of a helping hand with your database: setting up reports, adding new operators or creating groups. You’ll appreciate that to keep our prices really low we need to agree an amount of paid-for support for any on-going or significant amounts of help.
Support packs – £92 + VAT for 2 hours
We’ve put together a support package so you can contact us with those queries when you need to, and you’ll know exactly what the cost is going to be. Support is sold in 2 hour bundles, and Lamplight records the length of any calls and the time it takes to address your queries. This will be deducted from your total until you’ve used all the allocated time. Support can be offered over the phone, by email or as a Google hangout, and your time rolls over from year to year as long as you have an account with us.
You can use these support credits in a variety of ways:
- to resolve a high number of general support issues
- 1:1 training on the phone with Lamplight to cover topics of your choice
- support with reporting, setting up groups, lists and data views
- spring cleaning your system with a health check. With your permission we will log in to your system and review your usage, run some diagnostic reports, and discuss our findings with you.
System Review – £610 + VAT
If you’ve been using Lamplight for a while you may find that due to staff, service and/or funder changes, your system needs updating. One option would be to have a system review. This is for organisations who would like a longer discussion about how they are using Lamplight, and potentially require changes to the structure of the system while considering the current data already held there.
The system review consists of a discussion of your Lamplight issues, analysis of current system usage, and a questionnaire sent to your staff team (as and where appropriate). We will then give you a report with recommendations on how to make improvements and suggesting ways forward. It also includes a follow-up phone call to check on how things are progressing.
If you need us to do additional work identified as part of the review then we charge an hourly consultancy rate. Larger projects can be undertaken as a package (Lantern, Torch, Spotlight, Chandelier or Lighthouse – see our pricing page for more details).
If you think this might be for you, contact us and we’ll arrange an initial call with one of our implementers, free of charge, to see if a system review would suit your needs.