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FAQ's
1. Who qualifies for the donated licences?
2. How much do the licenses cost?
3. Is it possible to receive more than 10 licenses as part of the product donation program?
4. How long is my free licence for?
6. How will Salesforce meet our specific needs?
8. Does the product donation include a service plan?
9. What Support Services do I get?
10. What do we do if we need help learning how to use Salesforce?
11. How can we move data from our old system?
12. How do I know my data is secure?
13. Do Salesforce.com give Grants for Development?
If you have other questions you would like answered about the donation programme, the platform or the solution please do not hesitate to Contact Us
1. Who qualifies for the donated licences?
Check out the Salesforce.com eligibility requirements to determine if your organization is qualified for the license donation program.
2. How much do the licenses cost?
For organizations that qualify, 10 donations of the Enterprise License are provided on a completely donated basis at no cost to your organization.
3. Is it possible to receive more than 10 licenses as part of the product donation program?
There is a program in place to apply for additional licenses through a donation; this is a more stringent application process, with more significant requirements to qualify for a donation. CRM4 will approach The Salesfroce Foundation to discuss your additional licence requirements.
4. How long is my free licence for?
For legal reasons the licence agreement with Salesforce.com can only be for twelve months, after which it is renewed on an ongoing basis, under the same conditions as the original licence. What this means is that after twelve months the recipient of the donated licences will have to renew the licences agreement, but it is not anticipated that there will be any additional cost or charge to you for renewing the same contract. The renewal time is also your opportunity to increase or decrease the number of licences that you are using.
5. What are the hidden costs?
The donation program in no way obligates you to purchase licenses or any other services from Salesforce.com. It is important for your organization to understand that while the donation of licenses is at no cost to your organization, implementation of the application is the responsibility of your organization. That is where CRM4 can help - by specifying and developing the database to meet your specific needs.
6. How will Salesforce meet our specific needs?
The Salesforce.com solution is extremely flexible and you will be able to either change existing fields in the system to match your own terminology or you can create a whole range of custom fields and tailor the system precisely to your requirements. It is likely that you will hear this about any number of software solutions, but when we assessed this product we were particularly impressed at how quickly and easily fields could be added and changed and moved. It is a very simple administrative task and takes just a few mouse clicks and key strokes.
7. What hardware do I need?
The solution is a fully hosted model, which means that the software and data is accessed via the internet. There are a number of advantages to you opting for this type of solution, but the main ones are that the information can be accessed from any PC with internet access and you will not need to invest in expensive server hardware in your offices.
8. Does the product donation include a service plan?
Standard support is included in your Enterprise Edition license donation. The online Help and Training site ensures the fastest answers to any salesforce.com dilemmas you encounter.
9. What Support Services do I get?
Basic Support from Salesforce.com includes:
- Multichannel customer service: Web, email, and phone support
- Online help 24/7: Around-the-clock access to an online, searchable knowledge base with answers to the most commonly asked support questions
- 12/5 live phone support (excluding holidays)
- No limit on the number of cases that can be submitted
CRM4 has the ability and facility to provide additional support and assistance services via a help desk or direct contact with a consultant. This service is in addition to and complementary to the on-line help and support that is provided by Salesforce.com from with their application. However, the distinct benefits of using CRM4 are that we will be directly familiar with your particular implementation requirements and that we have knowledge of and exposure to the particular pressures and drivers of the Third Sector.
10. What do we do if we need help learning how to use Salesforce?
CRM4 will provide all the training you need for both administrators and users.
There are also free online training resources available for nonprofits. Please check out Salesforce.com's Tools and Resources for nonprofits for more information.
11. How can we move data from our old system?
Data and information can be loaded easily into the Salesforce.com product. Each of the current repositories for data that you have (from Outlook contact files, Excel spread sheets, Access databases and any other systems) can output the data in a .CSV format. The .CSV data file can then be mapped to the Salesforce fields and loaded. We will be able to help you with the extraction of the data in a .CSV format and will have to work with you mapping the data to the new fields.
12. How do I know my data is secure?
Salesforce.com is committed to keeping all data private and secure. To this end, Salesforce.com has expressly stated how they will handle your private data. For a greater understanding of the legal obligations Salesforce.com adheres to regarding data privacy, please refer to the Salesforce.com Privacy Statement as well as the Salesforce.com Master Subscription Agreement.
When you log into Salesforce.com you will see a small lock icon at the bottom of your browser display, indicating that a secure (SSL) connection has been established to our server. In addition, the URLs used to access your data on salesforce.com are all preceded with https instead of http, which also indicates that a secure connection is being maintained for data access from Salesforce.com.
Salesforce.com has built redundancy into all its systems in order to minimize any system failures that could be perceived as customer outages. All components of the Salesforce.com system are proactively monitored and managed so that faults are detected before system outages. Salesforce.com realises there may occasionally be system outages due to issues beyond their control. Salesforce.com has established numerous escalation procedures to notify the proper personnel in the event of any system outage and remedy any issues as quickly as possible. Since the application is managed by Salesforce.com for all customers, the people who best understand the architecture, installation, and design are immediately available to resolve any issues.
13. Would it be possible to do a weekly or nightly backup to our own file server?
Yes, you can schedule a weekly backup of your data through the weekly data export service. This is included in your Enterprise Edition license donation.
14. Do Salesforce.com give Grants for Development?
1% Product - Grants
Salesforce.com Foundation is dedicated to the success of nonprofit organizations that are customers of salesforce.com through the 1% Product commitment. Their goal is to amplify the success of the global nonprofit (NGO) sector by providing supplementary grants to visionary customers that will enable them to take their technology solutions to the next level of impact. Grant categories related to their 1% Product initiative follow.
Turn It Up Grant:
- The purpose of the Salesforce.com Foundation “Turn It Up” grant is to provide qualified nonprofit organizations utilizing the salesforce application with the financial resources needed to improve their implementation and adoption of the salesforce.com CRM service. By sharing their experiences with the nonprofit community, not only will the nonprofit organizations benefit, but so will the greater nonprofit community.
Development Grant:
- One application development grant to a nonprofit customer or partner to develop a replicable application for the AppExchange specifically designed for the nonprofit sector and provided at no cost
- The purpose of the Salesforce.com Foundation Development Grant is to enhance the use of the salesforce.com application within the nonprofit sector by developing additional functionality that integrates with salesforce.com to provide more powerful tools specifically relevant to the nonprofit sector.
- The tool(s) built through the development grant must meet the following criteria:
- Address a specific need that prevails in the nonprofit sector and is not currently being addressed by existing salesforce.com solution partners
- Have the ability to be shared via the AppExchange to the nonprofit community with minimal associated costs to non-profit organizations for implementation and maintenance.
