Support and Professional Services
Getting help with SAM shouldn’t cost you every time you have a question. Most of the support you'll need is included, and a real person is on the other end of it, ready to answer a question, talk through a project, or send a high-five when you need one. When you want our team to do the work for you, build new components, change how something is set up, or move your data in, that’s a professional service.
Included with SAM, at no extra cost.
How-to questions. When you’re not sure how to do something, ask us! These usually get answered quickly, often with a pointer to a guide that walks you through it.
How do I add a new user?
I didn't get my login code and can't get in.
Where do I find my reports?
How do I add a case for a child, or an adoption or placement record?
Technical systems issues. If something breaks on our end, a page that won’t load, a form that throws an error, a feature that works in one browser but not another, that’s ours to fix.
SAM won’t load, or I’m seeing a server error.
I get an error when I submit a form.
Something works in one browser but not another.
Help guides and SAM Talks. Written guides and how-to videos are available anytime at support.inreachsolutions.com, or under the ? inside SAM. SAM Talks are open office hours with our support team. Drop in to bring a question, work through something you’re stuck on, or just listen and pick up something new. You’ll find the schedule for them on our events page.
Free Support
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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.
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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
When you want our team to do the work, these are billed as a professional service. We scope the work with you first so you know what it involves and what it costs before work begins.
Strategy and planning. When you’re deciding how to use SAM for something bigger and want to think it through with us.
We’re launching a new program. How should we set it up in SAM?
We want to roll out the family portal. What’s the best way to approach it?
We’re preparing for accreditation and need reports that match our programs.
Building and configuring. When you want us to build or change something in your site rather than doing it yourself.
Can you build this form, or update one we already use?
Can you set up a checklist that tracks our program requirements?
Can you build an Auto Action that sends a reminder before a deadline?
This also covers fixes where the cause turns out to be your configuration or data rather than a problem on our end, an Auto Action that isn’t firing because of how it’s set up, or a record that isn't showing on a report because of a data-entry issue.
Integrations and technical setup. Connecting SAM to the other tools you use: email setup, linking third-party systems, pulling information from your website into SAM, adding analytics to your forms, or setting up a custom web address.
Data work. Imports, migrations, and cleanup that can’t be done through SAM’s interface. If you’re moving off another system or need records reorganized behind the scenes, our team handles it.
Professional Services
Not sure whether your question is support or professional services?
Ask us. We’ll let you know. and if it’s a professional service, we’ll scope and provide a budget before we get to work.