Tech Support onboarding: Difference between revisions
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[[Sample Tech Support Contract|Sample tech support contract (the part that's relevant to those doing tech support)]] |
[[Sample Tech Support Contract|Sample tech support contract (the part that's relevant to those doing tech support)]] |
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What we help with |
==What we help with== |
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Fix treasurer errors by entering correction in current month. Exception is immediately preceding month, and donor receipts. Use your judgement. If they’re re-doing the whole year, then maybe they do need the books re-opened. Leave an audit trail whenever possible. |
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===Fix treasurer errors=== |
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Straighten out databases (remove old items from bank records, balance bank rec / fin sum, combine like accounts, suggest zeroing out old accounts, set old accounts to “reconcile never”; use your judgement. The goal is usable reports and accurate bookkeeping) |
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Teach the treasurer to make the correction when the mistake is in the current month. |
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Fix older errors by entering corrections in the current month. The common exceptions to this general rule are errors in the immediately preceding month, and errors that affect donor receipts. |
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Help with bank recs (catch them up when years behind by entering adjustment, help w current bank rec; don’t do every month for them unless you feel sorry for them!) |
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If a treasurer forgot an offering and you back them up to Start New Offering, '''do not let them submit a second remittance report'''. Back it up, then put them back forward past the remittance report. If an exception is needed for some reason, the conference office must be contacted. |
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Pay attention to which server you’re sending to! Enter EntityID (from eAdventist) when needed. Check Universal when you can’t find one. |
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===Straighten out databases=== |
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Clear old items from bank reconciliations (watch out for duplicates if remittances are involved!) |
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Balance the adjusted bank balance from the bank rec report and the financial summary |
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Suggest zeroing out old accounts |
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Set old accounts to “reconcile never” |
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Use your judgement. The goal is usable reports and accurate bookkeeping |
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===Help with bank recs=== |
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Catch them up when years behind by skipping to a month or two back and entering an adjustment |
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Help w current bank rec |
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In general, don’t do the bank rec '''for''' them, but teach them to do it |
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===Universal Auditor Usage=== |
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Pay attention to which server you’re sending to! |
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Enter EntityID (from eAdventist) when needed. |
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Check Universal when you can’t find one. |
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===Options When You Aren't Sure=== |
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Ask them to send an email to support@jewelsda.com (include church name and conference, and Send to Auditor is usually good to include) |
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Call Linda or Myla and ask for help/advice, then call them back |
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Reporter questions go to Myla |
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eVoice app link, password |
eVoice app link, password |
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List of supported conferences (quick question - answer & tell them to call their conf; involved question - send to conf) |
List of supported conferences (quick question - answer & tell them to call their conf; involved question - send to conf) |
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Tech support ad, sample contract? |
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Phone number to forward calls to |
Phone number to forward calls to |
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Email address to use for now |
Email address to use for now |
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Reporter questions come to me. Auditor questions to Linda or me if you can’t answer |
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Revision as of 19:39, 22 February 2026
Sample tech support contract (the part that's relevant to those doing tech support)
What we help with
Fix treasurer errors
Teach the treasurer to make the correction when the mistake is in the current month.
Fix older errors by entering corrections in the current month. The common exceptions to this general rule are errors in the immediately preceding month, and errors that affect donor receipts.
If a treasurer forgot an offering and you back them up to Start New Offering, do not let them submit a second remittance report. Back it up, then put them back forward past the remittance report. If an exception is needed for some reason, the conference office must be contacted.
Leave an audit trail whenever possible. When you enter a transaction, put your initials in the memo.
Straighten out databases
Clear old items from bank reconciliations (watch out for duplicates if remittances are involved!)
Balance the adjusted bank balance from the bank rec report and the financial summary
Suggest zeroing out old accounts
Set old accounts to “reconcile never”
Use your judgement. The goal is usable reports and accurate bookkeeping
Help with bank recs
Catch them up when years behind by skipping to a month or two back and entering an adjustment
Help w current bank rec
In general, don’t do the bank rec for them, but teach them to do it
Universal Auditor Usage
Pay attention to which server you’re sending to!
Enter EntityID (from eAdventist) when needed.
Check Universal when you can’t find one.
Options When You Aren't Sure
Ask them to send an email to support@jewelsda.com (include church name and conference, and Send to Auditor is usually good to include)
Call Linda or Myla and ask for help/advice, then call them back
Reporter questions go to Myla
People needing an install file should email support, and include church name and conference
To email:
Auditor download link (will work for AZ conf as well, so no need for two installations), password
List of phone numbers (Me, Kristi, Leonard, Linda)
eVoice app link, password
List of supported conferences (quick question - answer & tell them to call their conf; involved question - send to conf)
I need:
Schedule (when she wants phone to ring through, when she’ll try hardest to be “on”)
Phone number to forward calls to
Email address to use for now