What’s Included in Onsite Support

Curious about what's included in onsite support? All your questions are answered here! Please note onsite support options are only available for organizations on a Pro Plus or Enterprise plan.

Pre-Event

• To secure your onsite support, it must be requested, an invoice sent (if onsite support is not included in your plan), and the invoice must be paid 8 weeks prior to your event.  
  • Onsite support is only offered for organizations on Pro Plus or Enterprise plans if outlined in your contract. For more details, please reference your contract. 
• The Trellis team member attending your event will join your pre-event check-in meeting to meet you and review the event plan with you.
  • Please come prepared with a schedule of your event.

Day of Event

• Here’s what you can expect from the Trellis team: 
  • Arrival time: 30 minutes before volunteers arrive
  • Meet day of the point of contact to review the schedule, event layout, check-in area, etc. 
  • Volunteer check-in tool training: 15 minutes long 
  • Oversee check-in experience
  • Oversee the silent auction and raffles experience for donors 
  • Oversee Live auction and fund a need: ensuring a smooth platform experience for the organization and the donors
  • Oversee checkout at the end of the night 
• The Trellis team member will run the volunteer check-in refresher when all volunteers arrive.
  • This is expected to take 15 minutes.
• Ensure all volunteers can access the Check-in Tool and are familiar with how to use it.
• Support and answer any Trellis-related questions that check-in volunteers have about the Check-in Tool during the event.
  • It is required that you have enough volunteers to handle the check-in for your event, so the onsite Trellis team member can support everyone, answer any questions and ensure the volunteers are using the check-in tool in the most efficient manner. 
• Support and answer any Trellis-related questions regarding the silent auction, ERS raffle, or items for sale during your event.
• Support and answer any Trellis-related questions during your Fund-a-Need (FAN) and live auction from volunteers
• Support and answer any Trellis-related questions during event checkout.
• If any issues arise throughout the evening, help troubleshoot, find suitable workarounds, and resolve the issue as promptly as possible.

What Onsite Support Does Not Include

• We are available to your organizers and volunteers to answer any Trellis support questions, troubleshoot Trellis-related issues, or recommend efficiencies for Trellis on the fly, our service does not include participating as a volunteer at the event.
• Please note that having our team onsite does not cover resolving technical issues outside of our platform. If problems arise, our team will work with you as quickly as possible to mitigate them and provide suitable workarounds. However, there may not always be a suitable fix or solution available on Trellis.
• Our team is not responsible for providing technology or Wi-Fi for your event. It is the responsibility of your organization to supply all technology and Wi-Fi required. Our team will bring their own devices to troubleshoot any issues.