How to Effectively Use Eleo's Support

1. All support is included with Eleo. This is true whether you are on a Free Trial, on an Opportunity Grant, or if you are a subscriber.

Free Trials can take advantage of the import options we offer during this 30-day period:

• You may request either a sandbox import (Eleo’s test data) OR you may request a sample import (your own data up-to 100 contacts and/or gifts in Excel or CSV format) to explore your database with.
• You will be able to send us a request in writing via email to have your database cleared if you choose to proceed with subscribing to Eleo.

2. Our office is open Monday-Friday 9:00 am – 5:00 pm EST. Our Support Team is great at getting back to you as soon as possible when you leave a voicemail at 1-(844)-676-3536 or if you email us at Support@EleoOnline.com.

3. Eleo provides a 30-day onboarding period for Opportunity Grants and subscribers, including the completion of your initial import.

• We ask that you send us a request via email (Imports@EleoOnline.com) if you would like to opt out of the initial import during onboarding. You will always be able to manually enter your data or use the Import Tool on your own, but we strongly suggest having our Support Team on the line for your first time using this feature incase anything goes awry and for your support-related questions.

4. The Library is included with your database and is easily accessible for guidance from each screen.

5. Our Help screens that are on each screen allow for you to understand how a screen may be used and so that you can enter your organization’s SOP’s for specific areas in the User Notes.

6. Our support includes personalized 1-hour Training Sessions and 30-minute Support Calls.

• These are scheduled 24-hours in advance using our online scheduling assistant that can be navigated to from the links in the Support Icon of your database or through any Help screen by clicking on the Support button.

7. This also includes joining our quarterly Inside Eleo webinars on different topics related to fundraising and tips for using your database. Registration can be found in the Support Icon by scrolling down to the Inside Eleo Webinars section.

These recordings are typically uploaded within the week following the webinar so that in case you cannot join live, you can watch it at your convenience in the Recorded Inside Eleo Webinars section under the Resources tab of the Library or under the Inside Eleo Webinars section of the Support Icon.

8. Eleo includes calling [1-(844)-676-3536] or emailing our Support Team at no cost too. We request that quick calls to our office last at most 10-15 minutes so that we can get to all organizations throughout the day. Our contact information is listed in the Support Icon of Eleo.

If you need more time or are calling to learn about something specific, we may direct you to the Library and show you how to schedule an individualized training. This way, we can appropriately address your questions during a screenshare of your database.

9. In addition, we offer blogs, e-Guides, newsletters, a Giving Tuesday Toolkit, End-of-Year Fundraising resources, and more which can be accessed in the Resources tab of the Library or via the Resources tab on our website.

If you are looking for a specific resource (Ex. virtual events, donor retention, etc.), please feel free to contact us to see what we have available. We are always looking for new topics that can help the organization’s that we serve too!

10. Beyond what is included with your Eleo account, we offer Tech & Admin Services, which can be explored under the Support Icon of your database.

• These are items that our Support Team can provide a quote for completion (Ex. custom reports, custom imports, Web Form creation, database cleaning services, and more).
• For year-end tax receipts, we even offer End-of-Year Donor Letter Packages that we recommend inquiring about in December since they are completed on a first-come, first-served basis.
• All of our Tech & Admin Services are items that you can complete on your own within Eleo but are offered to help save your organization time.

11. Interested in connecting with a consultant? We partner with our Consultant Community Specialists that have an array of skills to help you to be successful with your fundraising.

• If you are a consultant, and are interested in learning more about our Consultant Community, click here for more information.

We look forward to continuing to provide your organization with exceptional award-winning support so that you can streamline your processes and stay organized, which will allow you to focus on what really matters – your mission!