The Client Technical Support team is available to assist you with all your technical inquiries related to Community Investment. Below, you'll find a list of common request types that our team can help address in your daily administrative tasks. We recommend reviewing the estimated turnaround times and exploring our self-service options, which may provide immediate answers to your questions.
If you can’t find what you need, feel free to submit a request for the topics listed below through our online B-Hive form. One of our Client Technical Support specialists will take a look and get back to you with the best solution tailored just for you!
If you are a Benevity grant user, all proposed changes will require approval from a designated Change Signatory or an individual with a Power User /Update Request manager role, if you are a Versaic user.
- General Technical Support Requests
| Support Request Topics | Description | Required Information | Estimated Turnaround Time |
| User and Role Updates | Adding, updating or removing users from the system. This may also include changes to the user's roles or permissions. |
User name, user email address, user role and permissions. Please provide a current user whose permissions we can mirror. Important to note:
|
1-2 Business Day Note: if extensive changes to roles, rules or a large number of users can extend resolution times/complexity of the request |
| SSO | Login errors or concerns while using SSO, updating certificates and authentication. |
Troubleshooting: User name, screenshot of error message, step-by-step instructions for receiving the error, and if available, any logs/certificates in regards to the error message. Client IT SSO contact may be required in some requests. Updating certificate: Please provide the new/updated certificate *For grants users, we may need additional details, which we can provide to you |
1-5 Business Days |
| Workflow Updates | Minor configuration changes to current existing workflows and triggers within the system. |
Name of existing workflow, update requirements, and expected outcome.
Important to note: The Change Signatory from your organization must submit this request. (Or provide authorization from your Change Signatory) |
2-3 Business Days |
| Forms |
Adding, updating, and removing questions* within an existing application form. This can also include opening and closing existing forms.
*Please note: extensive changes or a new application form can require additional scoping and possible pricing as an enhancement to the program. |
Name of the Mailbox, Form, Tab/page, Question ID and the description of the request and Form URL (for Grants)
Important to note: The Change Signatory/Power user from your organization must submit this request. (Or provide authorization from your Change Signatory) |
2-4 Business Days |
| Integrations | Custom Client Integration, SAP, Lexis Nexus, One Link, Oracle |
Versaic Only - Detailed description of the issue and the updates required Important to note: The Change Signatory from your organization must submit this request. (Or provide authorization from your Change Signatory) |
2-5 Business Days Depends on the request complexity |
| Updates to existing email notifications and creation of new email templates |
Provide email Template name, provide full list of changes to email template.
Important to note: The Change Signatory from your organization must submit this request. (Or provide authorization from your Change Signatory) |
1-3 Business Days | |
| Mailboxes | Creation of mailbox, making changes to Existing Mailboxes | Mailbox Name, the description of updates required for the mailbox | 3-5 business days (depending on Complexity |
| Exports | adding/removing a column, creation of new export | Export name, format of the file, Information on the updates needed, and what information you'd like the export to pull. | 2-4 business days |
| Non-profit eligibility | Org name, tax ID number/ registration ID number | 1-3 business days |
2. Administrators with Reporting permissions
| Support Request Topics | What does this mean | What you should provide | Estimated turnaround time |
| Reporting | Updates to existing reports or addition of new reports within the system. |
Full details description of changes to existing and/or new report. *Please note: some changes or additional reports can require additional scoping and possible pricing as an enhancement to the program. |
3-5 Business Days |
| Advanced Search Reporting | Any issues related your output of your search criteria | Screenshot or written out criteria of selections | 1-3 business days |
2. Administrators with Reporting permissions
| Support Request Topics | What does this mean | What you should provide | Estimated turnaround time |
| Reporting | Updates to existing reports or the addition of new reports within the system. |
Full description of changes to existing and/or new report. *Please note: some changes or additional reports can require additional scoping and possible pricing as an enhancement to the program. |
3-5 Business Days |
| Advanced Search Reporting | Any issues related to your output of your search criteria | Screenshot or written out criteria of selections | 1-3 business days |
3. Administrators with Financial Questions
| Support Request Topics | What does this mean | What you should provide | Estimated turnaround time |
| Payments | Add the subtopics | Provide the Proposal ID and Payment ID , and description of the request | 2-3 Business Days |
| Budgets | Creating, updating or adding a new budget to the system |
Identify budget names and changes to be made. Please clearly indicate sums and currency. *Please note: We will request conversion amounts of currency if provided currency is not available. |
1-3 Business Days |
"Additional fees or service enhancements may apply depending on the complexity and volume of requested modifications.
**Please note that delivery times are estimates and may vary according to the specific complexity of your request."