Tech Support onboarding

Who We Help

Link to list of [Supported Conferences]

If someone from an unsupported conference calls, use your judgement. If it's a quick fix/answer, help them and ask them to call their conference next time. Repeat offenders should get reported to me, but this has not been an issue in the past. If it's an involved question, refer them to their conference office. We do not have a list of contacts, though I sometimes google for them.

What we help with

Tech Support Contract

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

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

Support Limitations

There's a lot of "use your judgement" in here. If you're not sure, feel free to ask, or to ask if you did the right thing after the fact.

Unlimited (or inexhaustible) amount of time per Church or Treasurer

This clause has only come into play once, to my knowledge. It was a large church, where treasury was a well-paid position, and we were being asked to complete complicated remittances every month while the treasurer didn't follow our instructions. We, in consultation with his conference office, asked to get his support from the conference. He was replaced the next year, so problem solved.

Support to individuals who are not properly authorized to be using the Jewel Software

This one is kinda obvious.

Hardware support: such as computers, printers and internet issues

We do help isolate the problem. For example, if they can't print, ask them to print from a non-Jewel program. If they can't, this verifies for them that the problem is not Jewel, and then we can tell them to go find someone else to solve the printer problem. If they can print elsewhere, we work on why Jewel won't print.

Doing the treasurer's work: such as contribution entries, Bank Reconciliations

Use your judgement. Sometimes it's less tech support time to do the occasional work for the treasurer.

We reserve the right to limit the number of “corrections/fixes” made in a database

This clause has never been used to my knowledge. But we could, if someone was abusing "tech support".

General treasurer training

We will help with how to use Jewel, but not general “how to be a treasurer” and the non-Jewel-related duties. Again, use your judgement. If you can quickly point a treasurer in the right direction, please do so. The Online Treasurer's Handbook (aka the Wiki, where you are now) has some general treasurer-duty information that can be helpful. Beyond that, they may need to ask for help from their conference office.

Support shall not be construed as legal, financial or Conference policy advice

Feel free to point them to their conference office for legal advice, policy-related questions, etc. Again, use your judgement and don't hesitate to give general advice when it would help.

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 multiple installations) and password

List of phone numbers (Me, Kristi, Leonard, Linda)

eVoice app link, password