As a REACH partner, our customer support team is always here and ready to help you answer your questions and guide you in the right direction free of charge. We realize that sometimes you just need extra hands to complete a task, not simply guidance on how to do it on your own.
With our Retainer Service, you can purchase individual hours or subscribe to a monthly package of hours (20% savings) in which our support team will accomplish a variety of tasks for you. Once purchased, the hours will roll over each month and expire 12 months after the purchase date. Hours can be purchased at any time, but must be purchased prior to work being started.
I thought customer service was included with our REACH account. Has this changed?
No. We are still here to answer and guide you just as we have always been at no additional cost. This is specifically for when you have additional tasks that you want us to accomplish for you.
How do I sign up?
From your REACH Admin Console, go to Settings > Manage Retainers. You can choose your hours here.
How much does this cost?
Individual hours are charged at $100 per hour. Monthly packages can be purchased at a 20% discount - $80 for 1 hour/month, $160 for 2 hours/month and so on. Package hours are accrued when your monthly invoice is processed.
Due to increased demand, please allow for a minimum of 30-60 days for completion once your hours have been purchased and all required data has been sent to our team - especially for theme design, import and customization services. You will be notified should we anticipate your request to take longer than 60 days to complete.
The task I'd like to complete won't take a full hour. Do you bill in increments?
Yes, any completed work will be billed in 15-minute increments. We will communicate with you the estimated amount of time each task will take to complete.
How are we charged?
Retainer hours will be added to your regular monthly invoice and billed at the same time.
What if we have a rush request?
If you need the work completed within 7 days, there will be an additional 50% surcharge.
Do hours roll over?
Yes, hours roll over each month. However, they do expire 12 months after the purchase date.
If I sign up for a package, how long do I have to keep that package?
You can sign up for the package rate for any number of months. It is a month-to-month rate.
Will you contact our donors for us?
No. We will accomplish a variety of tasks but we will not contact your donors on your behalf.
Why are you doing this?
Several reasons. We've heard from many of our partners that they simply lack the time or staff to accomplish tasks. They want help but need to budget for it. That's where we come in. We want to provide you access to our team of experts, help you plan ahead to meet your budgeting requirements and help you accomplish your tasks at hand.
Please e-mail us at firstname.lastname@example.org.