Tech Support onboarding

Sample tech support contract (the part that's relevant to those doing tech support)

[Supported Conferences]

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! Send it back where you got it, or the treasurer can't get it.

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

What We Need From You

Schedule: when you want calls to ring through, and when you'll try hardest to be “on” (You're welcome to pick up occasional calls or return voicemails outside of your usual hours. Since you are a contractor, not an employee, your schedule is your own. Letting us know when you'll try to be "on" is a much-appreciated courtesy.)

Phone number to forward calls to

Preference for voicemail notifications (text, email, or just in the app)

Email address to use for now (You will have a Jewel email address within a few days. In the meantime, you can ask treasurers to send things to support, and I can forward them.)

What I Need to Send You

Auditor download link (will work for all conferences, so no need for two installations) and 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)