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      Internal: Overview of Onsite Support Expectations and Process

      As we offer onsite support, these are the expectations we have for the Trellis team. And, this also reviews the process for Pro Plus customers to opt into having onsite support.

      Onsite Support Expectations: 

      • You are attending to provide support for the Trellis platform, you are not stepping in as the Event Coordinator for the event.
      • You are responsible for bringing your Trellis devices (laptop, tablet, phone), all fully charged and working
      • Provide onsite training for volunteers around how to use the Trellis platform (typically this involves check-in and FAN quick entry) 
      • Troubleshoot any issues they may face, and provide quick workarounds as needed to ensure that their fundraising does not stop. And, loop in the on-call team as needed
      • You are only responsible for the event you are attending, if you are on-call that weekend, please rearrange your calendar to be fully present. 

      Best Practices

      • The organization should have enough volunteers scheduled for all roles at their event, as you’ll be overseeing the volunteers using Trellis. It’s easier to step in and support when you don’t have your own list of responsibilities to handle
      • Attend / lead the pre-event check-in meeting with the Account Manager to ensure you are fully up to speed with their plan and expectations for the event. 
      • If there are opportunities on the day-of that will allow the organization to raise more, encourage them to do so (ex. There are extra iPads, encourage volunteers to use the iPads to walk around and encourage raffle sales) 

      Process

      • The organization is informed of the option to pay for onsite event support during the sales process - as this doesn’t fully align with the Trellis philosophy, this information is verbally provided if asked about
      • Mention in contracts: 
        • Pro Plus: If they would like to have onsite support, it’s an additional $1500
        • Enterprise: Included in all contracts for the first year, in following years they can pay for onsite support

       

      • If an organization would like to have onsite support, they must have the invoice signed and paid for 2 months prior to the event date. 
        • If there are multiple events on the same day that require onsite support, it’ll be first come first served basis. 
        • While operating with a small team, there will be a limit on how many events can have onsite support within the month. This number to be decided at COO discretion. 
      • All travel accommodations to be handled by the Trellis employee attending the event (paid on company card, or reimbursed)