Initiating a SupportAbility Subscription
There are several steps in initiating a SupportAbility subscription as outlined in this article.
Audience: Project Leads, Operational & Finance Managers, and Senior Management
Summary
Subscription Details
Summary information on subscription inclusions, the contract period, licence levels and fees, invoicing and subscription renewals, is outlined below for reference.
Subscription Inclusions
Your SupportAbility subscription includes the following:
- Access to all modules and features
- Access to the SupportAbility Web App and Mobile App
- Daily secure backups
- Unlimited Client records
- Unlimited Document storage
- Active user allowance relative to the paid licence level
- Guided implementation assistance via phased strategic conversations and dedicated learning material
- Ongoing Support post implementation
- Ongoing access to comprehensive learning material covering the concepts, strategy, workflows and the 'how to' of SupportAbility.
Contract Period
The contract period for all SupportAbility subscriptions is annual, with payment due at the start of your subscription's annual period.
Providers can choose to pay quarterly rather than annually; however, the terms remain annual. This option is available only for 30+ users. It incurs a 4% premium and is billed separately per quarter.
Changing from an annual payment to quarterly instalments can be actioned only at renewal time.
Licence Levels and Fees
Subscriptions are based on the number of active users, with licences available in increments of 10, starting at 30 active users.
An active staff member is anyone who needs to log in to SupportAbility. This includes both operational and admin staff, such as those creating client case notes, managing staff HR, completing admin tasks, rostering, signing off on timesheets, generating reports, and generating billing and Time & Attendance data for Payroll.
When commencing with SupportAbility, a one-off implementation/set-up fee is charged in addition to the annual licence fee.
When your organisation is ready to subscribe, a quote can be provided upon request.
Invoicing
Subscription invoices are issued by Jonas Software on our behalf and emailed to the nominated billing contact for your organisation.
Invoices are sent 30 days in advance of their due date.
Jonas also sends follow-up reminder emails on our behalf.
Your organisation's Authorised Customer Representatives are copied into all communications relating to your subscription.
Subscription Renewals
Subscription fees are subject to a 5% annual uplift.
An order form detailing the new fees is sent approx. 60 days ahead of the renewal invoice.
This form requires a signature from your organisation's CEO, Director, or a senior person with the authority to confirm the renewal.
Initiating a Subscription
During the sales process, if your organisation is seriously considering a SupportAbility subscription, we highly recommend evaluating the product in a sample installation before committing.
This allows key staff to test the functionality and determine how you can manage your current workflows in SupportAbility.
To initiate a subscription, simply advise our Business Development Manager (BDM) via email or phone, who will then forward you the proposal document outlining the relevant information and fees for your signature and return.
Evaluation Installation
When considering the suitability of SupportAbility for your organisation, we recommend that providers get hands-on with the software by exploring an evaluation copy to ensure it is a good fit.
To do this, we grant access to an evaluation installation for a few weeks, which includes sample data to help you get started.
We encourage your organisation to test 'real-world' scenarios by adding organisational-specific Client records and Staff accounts to trial the system functionality with your requirements at the forefront.
Please note that this data will be deleted once your organisation has finished with the installation, to preserve your privacy.
Our comprehensive learning material is available to provide guidance during this process.
SupportAbility Proposal Document
Once due diligence is complete, our Business Development Manager (BDM) will send you a detailed Proposal Document, which includes the following information:
- An executive summary
- Information about SupportAbility and our sister company Turnpoint
- High-level overview of the SupportAbility product
- Information on Cyber Security and our ISO27001 certification
- Information about the implementation phases and support packages
- Details of the requested Subscription Licence Level and Implementation Package, along with the related Fees.
- This section is where your organisation would sign acceptance of the proposal if you wish to proceed.
- The SupportAbility Terms and Conditions
Commencing with SupportAbility
Once the Proposal document has been signed and returned, our BDM will hand you over to our Customer Success team, who will initiate the billing and provide guidance and support throughout your implementation.
The What does implementing SupportAbility entail? article, linked here for reference, provides preliminary information on the implementation process.