Types of Remote Support

Technical Support

Covered in Annual License

• “My password isn’t working”
• “Error after we ran an upgrade”

Basic Knowledge Support

Covered in Annual License

These are questions on the general tasks most users should know how to do in Portfol. These will often be answered with basic instructions, a link to an article (portfol.zendesk.com), maybe a video.

• “How do I post a check?”
• “How do I add a late fee?”
• “What report should I run to find this info?”
• “How do I add a new user?”

When a lot of these questions come in, we often recommend purchasing scheduled training hours. This is always an option to help get new staff up to speed, or to refresh existing staff on a process.

Portfolio Consulting and Training

Scheduled Support @ Hourly Rate (discounted blocks of hours available)

This is more targeted support for topics specific to your organization. Scenarios that might require more research or an escalated level of support.

• “I have a complicated loan that I am unclear how to represent in Portfol.”
• “I need help figuring out where we went wrong in our loan history.”
• “How do we set up our Portfolio for this new government program?”
• “My loan schedule isn’t calculating like I expected”

While this type of support is not included with the standard annual license agreement, Portfolio Consulting CAN be added on. Contact your Portfol account manager for more information.

During your first year with Portfol, this is included at no additional charge.