PlanGuru Support Policy

All PlanGuru 2011 licensees are entitled to support at no charge through our Support Help Desk. Support Videos and Office Hours sessions. Continue reading for a complete overview of our support resources.

Support Resources

Support requests come in many forms, ranging from simple customer service inquiries to complex modeling situations. We have designed multiple resources to reflect the varied nature of your support needs. Please take a minute to review and understand our offerings. Matching your questions with the appropriate resource ensures that you will receive the most effective and efficient resolution possible.

1.) Resources for "How To" Questions

Do you have inquiries about how to setup PlanGuru or specific questions about application functionality or modeling techniques? It is our goal to not just answer your questions, but provide resources that allow you to learn the product.
	Support Videos Our video tutorial library in the PlanGuru Community is a collection of short videos that explain our product's functionality in great detail. Each video addresses a specific topic or feature functionality.
	Support Help Desk Have a question you need answered? Log a ticket with our Support Help Desk and our Support Agents will respond to your question in a timely manner. The Help Desk also contains our Knowledge Base, a broad collection of information and resolutions to common issues
	Office Hours Live GoToMeeting sessions hosted by a product expert and driven entirely by customer questions! The only requirements are that you register for the session and come prepaired to discuss your inquiries.
	Product Consulting Services We offer one-on-one Product Consulting Services that can be administered in a number of ways to best suite your needs. For additional information please read our policies.
	Find a Professional Advisor Many of our customers use PlanGuru collaboratively with a financial professional; such as a CPA or a part-time CFO. We can teach you how to use PlanGuru, but often times an experienced financial professional can add tremendous value based on their understanding of the product and a strong conceptual knowledge of budgeting and planning.

2.) Resources for Technical Questions

From time to time our customers have inquiries that are technical in nature, including installation challenges, licensing questions and application issues.
	Support Help Desk Have a question you need answered? Log a ticket with our Support Help Desk and our Support Agents will respond to your question in a timely manner. The Help Desk also contains our knowledge base, a broad collection of information and resolutions to common issues.
	Downloading Suggestions A list of troubleshooting steps for those with problems downloading PlanGuru.

3.) Resources for Customer Service Inquiries

Have inquiries about your order, shipment status or other general customer service questions?
	Support Help Desk Have a question you need answered? Log a ticket with our Support Help Desk and our Support Agents will respond to your question in a timely manner. The Help Desk also contains our Knowledge Base, a broad collection of information and resolutions to common issues.
	FAQs A list of common high level questions about our products and services.