Support Services

We keep your system running so you can focus on serving clients.

Our team keeps your system running at peak performance and troubleshoots questions and issues. Northwoods support staff are experts with our products and sport a variety of professional certifications for database, client, and server operating systems. Our experienced team ensures that your agency will never be without the help and support you need with your system.

We offer these support services:

Technical Support

Technical support is part of your Northwoods solution. Our experienced support team is ready to respond whenever you need help. We immediately answer your phone calls to work on your issue right away. Our team is certified to support products provided by Northwoods and our Partners. Because our team is organized geographically to support customers using similar solutions and business processes, your organization receives very personalized support. At no additional charge, you’ll also have access to the Northwoods University, a learning management system to train new or refresh existing staff on your Northwoods solution.

Current Customer?

Visit the Northwoods Customer Portal to contact our support team, access Northwoods University, or access resources about your solution.

99%

Our customer support satisfaction rating

100%

How often your first call is answered by a team member, not a computer

6.3

Average years of experience our team has directly supporting Northwoods customers

“I appreciate Mic’s willingness to coordinate with me and another vendor to create a solution that will save me quite a bit of time. Mic is always willing to stay involved with an issue until it’s resolved and often follows up after the fact.”

Amanda Jensen, Technology Coordinator, Crow Wing County Community Services

Upgrades

Your organization gets the most up-to-date software on your schedule, not ours. For customer-hosted solutions, our Upgrades Team will install a new version of your solution at no additional charge. We work with our customers to schedule upgrades when they won’t disrupt daily operations because we understand your mission and priority is serving your clients. After our team installs the upgrade, we review any changes with your main point of contact so you can inform your team.


Remote System Administration

In additional to technical support and upgrades, Northwoods can provide remote system administration for an additional fee for organizations that lack those capabilities. Remote System Administrators help maximize solution uptime and minimize disruption to end users. They provide day-to-day management such as user permissions, passwords, and provisioning. Remote System Administrators also monitor the health of the solution including system uptime and proactive maintenance and provide quarterly system usage and performance reports to management for planning purposes. Contact us to learn more.

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Account Manager

As part of your support services, you’ll have access to a dedicated Account Manager, who is the voice of the customer within Northwoods. Your Account Manager will consult on your agency’s key initiatives to help you be successful, keep you informed of relevant Northwoods news such as product changes, and help you process licensing changes when you have turnover or add staff. Your Account Manager is responsive and knowledgeable about all Northwoods’ solutions and service offerings.