Support Services

To clarify the costs associated with SAM’s support services, we’ve included examples of client questions that typically fall within each support category.

Free Support

  • Basic usage questions that do not require SAM’s support team to customize your SAM site.

    • How do I create a user?

    • I need help logging in or I didn’t receive an MFA code.

    • How do I find reports?

    • How do I add a new case for a child?

    • How do I add an adoption or placement record? 

    • Where can I learn more about the family portal? 

    Often, these questions will be resolved through pointers to user documentation.

  • System-level issues or defects not caused by your configuration or use.

    Incidents

    • I can’t access SAM? 

    • I received a 500 server error and don’t know what to do. Help!

    • I am getting an error message when I submit a form

    Potential defects

    • Searching for records is not possible on my mobile phone, what’s going on?

    • I can complete a task in SAM with one browser but not another

  • Videos and instructions for onboarding and how-to in SAM are available at support.inreachsolutions.com or by clicking Help Guides under the ? in SAM.

    SAM Talks are open office hours with SAM’s support team to pose questions, bring up projects, or listen in to learn.

Paid Professional Services

  • Strategizing and developing a project plan to use SAM’s tools to implement a client goal.

    • We are starting a new program, what should we consider before getting started? 

    • We want to implement the family portal, how should we approach this project? 

    • We need to prepare for accreditation and need reports that reflect our programs

  • Configuring and troubleshooting a client’s site as desired using SAM’s interface.

    • Will you build this form for us in SAM? Will you update configurations to a form being used today?

    • Will you help setup a checklist for staff to keep up with our program requirements?

    • Can you build an Auto Action to send an email reminder when… ?

    • I need a report built for my board meeting, can you create it with these parameters?

    • A client record isn’t pulling on a specified report and review of the client record and report configuration results in correction of data entry or update to the report’s configuration or data entry updates needed on client record.

    • My Auto Action isn’t triggering and resolution is an adjustment to the configuration.

  • Connecting third-party systems with SAM.

    • Technical support for email setup.

    • Setting up SAM’s mini-API to gather information directly from a client's website.

    • Adding analytics information to SAM’s forms.

  • Technical data manipulation services.

    • Data imports and migrations

    • Data cleanup that cannot be performed through the interface:

      • Deleting fields from tables

      • Deleting records

    • Reinstating functionality disabled by client

    • SQL calculations

    • SQL queries to modify the database

    • Custom domain set up