Providing exceptional support to our clients is our absolute top priority. Transparency and constant communication and interaction are central to our support philosophy. We don’t just see ourselves a vendor, but rather as your partners in online organizing, ensuring that you can use our tools to accomplish your mission. Every support request is handled with this in mind: how can I make this person more successful in their online organizing efforts? Nearly everyone on our staff plays a role in support. Our goal is not only to quickly answer questions and solve problems, we want to connect you with other organizers to share best practices, to collaborate, to share strategy tips. It's what makes us different from a technology vendor... and better!
Support starts with all the questions you don't have to ask! Check out our documentation library on SalsaCommons.org as your first place of reference. We create our documentation materials so they match the steps in the workflow for each Salsa package. This makes it incredibly easy for our users to follow because they can toggle between the documentation and the Salsa HQ and as they progress in the workflow of HQ, they also progress to the next page of the documentation.
SalsaCommons.org also features a lively community forum full of fellow users and staff members ready to help out with almost any issue. Who better to lead the discussion on the best uses of the Salsa product than the users themselves? Community driven support allows users to share ideas and success stories with one another with ease. User-driven discussion spurs unique and innovative ways to solve problems and create change. This way, whether it's another user or a staff member who responds, the answer will be available for all users to see. That's what we call community-driven support!
The Salsa Training & Online Learning Program empowers our users to become expert organizers by teaching them how to strategically and effectively use the Salsa platform. See our Classes and Events. Additionally, we offer a monthly in-person workshop in our DC offices that we lovingly refer to as "Third Thursday". These two-hour workshops occur on the third Thursday of every month and include both how-to instructions and case studies so participants can both use what they learn for short term improvements and long-term planning.
Requests for technical support may be sent to the Member Services team at support at salsalabs.com and will be addressed within two business days.
Sometimes there's just no substitute for speaking to a human being.
You are welcome to call us at 1-866-796-8350 between 9:00 a.m. and 8 p.m. Eastern Monday thru Friday. Salsa Support is closed on Federal Holidays.
We offer 24-hour emergency support, in case of server or database failure, seven days a week, 365 days a year.
If you believe that a server or database is experiencing a failure, if all of your pages are down, or if an email blast is taking more than four hours to send, contact 24-hour emergency support by e-mailing: tech at salsalabs.com.
"[Their] technical support staff is knowledgeable, friendly, and, best of all, patient. No question I've asked in the past year has been treated as stupid and they have even gone the extra distance to check up on things that I had not thought to ask and have been able to suggest better, more efficient ways of getting what I needed out of my data." - Anne, Clean Water Action
"This is terrific. I really appreciate the help." - Laura, globalfundforwomen.org
"Great - that sounds like exactly what I need. Thanks for your help!" - Qa'id, ccrjustice.org
"Thanks for the excellent info!" - Shilpa, ecovote.org
"Perfect. That’s exactly what I needed." - Steve, livegreen.net
"I wanted to say thank you for your assistance this morning. Thank you for not talking "tech talk" & bring it down to an everyday level." - Lenina, Rep Kefalas' office
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