AKA New Media provides a dedicated support team to assist organizations with any technical questions or issues they may face. We take pride in resolving requests quickly and efficiently while ensuring the highest levels of service. Below are some common questions you may have regarding the services we provide:
- Who can contact the Support team?
- How can you contact the Support team?
- When can you contact the Support team?
- What can you contact the Support team for?
- What does the Support team need from you?
- How quickly will my ticket be resolved?
- What do the different ticket statuses mean?
- Can you still contact your Client Experience Manager?
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When to contact your CXM vs the Support team?
Who can contact the Support team?
Anyone in your organization who uses Raisin Software or works with our Website Design Services team can contact Support.
How can you contact the Support team?
There are three ways you can reach us:
- Fill out the form on the company website: https://connect.akaraisin.com/request-support
- Send emails to: support@akanewmedia.com
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Customers with access to the Customer Portal can submit tickets by clicking on "Submit a request" within the portal.
Communication: Our preferred communication method is email. In the future, we will add other channels like phone and chat to provide a broader level of service.
When can you contact the Support team?
Your organization's members can submit requests at any time.
Our support team is based in Canada and works Monday through Friday, from 9 AM to 5 PM Eastern Time. They will respond to your requests as soon as possible. In the case of major outages, we have a specialized response team in place to handle these issues.
What can you contact the Support team for?
In addition to technical assistance, we can also help you with product-related questions. Here are some common inquiries:
- Account login
- Change request
- CMS-related inquiries
- Feature requests for the product
- General questions ( Demos, Products, Point of contact, Quotes, Services, etc.)
- How to use different features of the product
- Issues/questions with the Product ( Events, Emails, Message templates, Modules, Reports, Tax receipts, Transactions)
- Issues/questions with API or integrations (DonorPerfect, Google Analytics, MailChimp, Strava)
- Learning resources for product and integrations (Knowledge base articles, webinars, User Guides)
- Outages that occurred (e.g. the site is down, transactions are not working)
- SSL Certificates & Domains
What does the Support team need from you?
To provide you with the best possible assistance, we recommend that you share with us the specific item you need help with, along with any relevant information such as how to reproduce the issue and screenshots. If you are using the support form, rest assured that it is specifically designed to collect all the necessary information.
For example: If a donor encounters an issue with transactions, please provide the name of the Event and the donor. The more information, the faster we're able to help!
How quickly can my ticket be resolved?
We aim to resolve all support tickets within one 1 to 2 business days unless we require assistance from our development team to make code or data changes. Data changes can take anywhere between 2 to 5 business days. In case a code change is required, it may take anywhere from 5 to 30 days to resolve the issue, pending software contingencies.
If your ticket remains open for multiple days, our Support team will keep you informed of any progress made. Please feel free to follow up with us if the urgency of a ticket changes. We will be happy to assist you.
Third-Party Vendors: We collaborate with several third-party integration vendors whose timelines may in turn affect our response and resolution times.
What do the different ticket statuses mean?
The tickets you send in either via the form or email can have up to four (4) statuses. The below table explains what each status means:
| Status | Explanation |
| New | A new ticket was sent in successfully and has not been reviewed by the Support team yet. |
| Waiting on contact | The support team has responded to the ticket and requires details or confirmation from the ticket contact. |
| Waiting on us |
The support team has reviewed the ticket and has reached out to the internal teams to investigate or respond. |
| Closed | The support team has resolved the issue or answered the questions. |
Can you still contact your Client Experience Manager (CXM)?
Please feel free to reach out to your Client Experience Manager if you have any questions or concerns. They will be able to assist you directly or escalate your issue to the support team if necessary.
Please note that any questions that cannot be answered by Support will be automatically forwarded to your CXM.
When to contact your CXM vs the Support team?
It can get confusing trying to figure out what requests should go to Support and what needs to be sent to your CXM. Below is a list providing a few examples that might help you understand the difference
| CXM | Support |
| How to use the product? | Bugs and any issues with the product |
| Training requests | Technical issues |
| Suggestions on how to optimize the system | API/Integrations not working |
| Product Roadmap Questions | Outages |
| Quotes on products or services provided | Change Requests |
Not sure? When in doubt, always send in a Support Request we will be happy to guide you to the right person.