Support Coverage

At Community Brands, we’re passionate about serving our customers and helping them fulfill their missions.

Community Brands (CB) Maintenance and Support provides you with access to a variety of valuable services available from our support team. You don’t need to worry about incurring extra fees for services covered by your support plan. We are here for you.
Our Customer Support analysts can assist you with getting the most value from your solution by:
  • Troubleshooting problems you may encounter when installing or using software.
  • Providing clarification for aspects of the software you’ve been trained on, but need more clarification or a refresh.
  • Offering suggestions for the most effective ways to use the software.
  • Directing you to the appropriate resources for assistance,
  • Sharing guidance on how to recover from mistakes.
There are some topics not covered by our Maintenance and Support plan, but we can assist where possible, they include:
  • Providing product training – we have fee-based online training courses available for MIP, FR50, AFO and Millennium, which are accessible through our Community Brands University.
  • Performing software, product, application, or job-related activities (software installation, data entry, creating reports, etc.).
  • Assisting with third-party software* (ex. installation, training, troubleshooting, integration, etc.).
  • Offering organization-specific consulting or accounting advice.
  • Repairing data or database issues caused by user error, third-party software, or misuse of the solution.
Our own Professional Services and Learning Services teams offer a wide variety of services to assist you with your organization’s needs.
We’ve also created the charts below as a guide for what is covered with the Community Brands Maintenance and Support Agreement.

Please select a category from the dropdown menu below to view additional information and resources. If you cannot find the resource you need, our customer support team is available to assist.

If you need further assistance, please feel free to contact the Customer Support team. Our goal is to ensure you have the tools you need in order to deliver on your mission.

Installation & Upgrades

Maintenance and Support Coverage

  • Clarification of any installation or upgrade steps
  • Troubleshooting problems encountered during installation and upgrades

Outside of CB Maintenance and Support Coverage

  • Step-by-step installation assistance
  • Local (on-site) or remote installation services
  • Consulting services to install or resolve non-Community Brands installation issues specific to your organization’s technical environment

Additional Resources

  • Your Authorized Business Partner or Professional Services
  • Your in-house IT staff

Setup, Configuration and Data Conversion

Maintenance and Support Coverage

  • Clarification of what various fields and codes mean and how they are used
  • Troubleshooting problems encountered during setup, configuration, and data conversion of CB products
  • Recommendations on usage of CB products in your organization

Outside of CB Maintenance and Support Coverage

  • Consulting services, such as gaining an in-depth understanding of your organization’s needs and customizing your configuration to meet those needs
  • Step-by-step migration of data from your previous software version or other software solution
  • Configuring third party applications
  • Creating or troubleshooting customizations (i.e. HTML SQL scripts & triggers, etc.)
  • Training

Additional Resources

  • Your Authorized Business Partner or Professional Services
  • Your in-house IT staff

Data Entry/Product operations

Maintenance and Support Coverage

  • Guidance on how to fix problems created by incorrect data entry through the CB product interface
  • Clarification of what various fields mean or processes you may find confusing
  • Troubleshooting problems encountered with data entry or product operations
  • Troubleshoot product-related errors and messages

Outside of CB Maintenance and Support Coverage

  • Analyzing your individual transactions to determine the source of a data entry error
  • Advice regarding how to code individual transactions
  • Reconciling your bank statement 
  • Training
  • Assistance with data entry or manipulation outside the Sage user interface

Additional Resources

  • Your Authorized Business Partner or Professional Services
  • Authorized data repair centers
  • Your accountant

Import/Export

Maintenance and Support Coverage

  • Guidance on the proper format for importing data into your solution
  • Troubleshooting errors encountered when importing data into your solution
  • Troubleshooting problems encountered by exporting data from your solution

Outside of CB Maintenance and Support Coverage

  • Exporting accurate data from third-party software or validating/formatting it for you so that it can be imported into your Abila solution
  • Creating your data definition files or mappings fr data import
  • Importing data into a third party product
  • Usage and configuration questions on third party product
  • Training

Additional Resources

  • Your Authorized Business Partner or Professional Services
  • Authorized data repair centers
  • Your accountant 
  • The third-party software publisher

Reporting

Maintenance and Support Coverage

  • Clarification of what various reporting options mean
  • Troubleshooting errors encountered when setting up or running reports
  • Guidance on creating/customizing/refining a basic report to meet your reporting needs

Outside of CB Maintenance and Support Coverage

  • Creating or designing reports
  • Troubleshooting problems encountered with customized reports or third-party reporting programs or tools (formatting formulas, parameters, etc.)
  • Assistance connecting your data to third party reporting tools
  • Training

Additional Resources

  • Your Authorized Business Partner or Professional Services
  • The third-party software publisher
  • Your in-house IT staff

Rest API

Maintenance and Support Coverage

  • Installation/configuration issues
  • Troubleshooting errors encountered when using the Rest API
  • Troubleshooting inconsistency in behavior compared to the MIP application interface
  • Confirming Endpoint will read/write data as it is designed to.

Outside of CB Maintenance and Support Coverage

  • Consultation services
  • Troubleshooting code
  • Writing code
  • HTML connection problems
  • Guidance on which endpoints to use to read/write specific data.

Additional Resources

  • A Tech Partner
  • A Business Partner
  • A third party consultant of your choice

Hardware/Operating Systems/Database/IIS/Browsers

Maintenance and Support Coverage

  • Clarification of system recommendations and requirements
  • Guidance on any specific configuration settings required by your solution
  • Troubleshooting printing errors received in your solution when printing is working otherwise

Outside of CB Maintenance and Support Coverage

  • Installation
  • Configuring vendor systems (desktop, operating systems, Microsoft Server, and/or SQL Server, IIS, SMTP, remote services, etc.)
  • Troubleshooting stability, performance, or other problems
  • Troubleshooting operating system issues – firewall, antivirus, permissions
  • Troubleshooting installation, or configuration of your Virtual environment (Citrix, VMWare, HyperV, etc.)
  • Assistance with installation or set up of email, browsers, etc.
  • Assistance with printer connectivity or configuration
  • Training

Additional Resources

  • Your Authorized Business Barter or Professional Services
  • The third-party software publisher
  • Your hardware, OS, database, IIS or browser vendor

Network Connectivity

Maintenance and Support Coverage

  • Troubleshooting connectivity issues within your solution when your supported network infrastructure is otherwise working
  • Troubleshooting connectivity to CB hosting center when Internet connectivity is working

Outside of CB Maintenance and Support Coverage

  • Troubleshooting internet connectivity
  • Troubleshooting other connectivity issues that exist outside of your Abila solution
  • Assistance with unsupported networks
  • Installation, troubleshooting, or configuration of network (WAN/LAN) security/cards/cabling/hardware/software
  • Training

Additional Resources

  • Your in-house IT staff
  • Your Internet Service Provider (ISP)
  • Your external vendor
  • Your Authorized Business Partner or Professional Services