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 have 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

We are ready to respond whenever you need help. Our technical support team is certified to support products provided by Northwoods and our partners. Because our team is organized to work with customers using similar solutions and business processes, your organization receives very personalized assistance.

All customers have access to online help articles. Customers using our cloud-based solutions can also access in-app help such as interactive walk-through videos, contextual help displayed at the point of use, or live chat to talk to one of our experts.

Current Customer?

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

99% customer satisfaction rating

99%

Our customer support satisfaction rating

100% first call answered by a team member

100%

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

6.3 average years of experience

9

Average years of experience our team has in human services

“I have confidence in the Northwoods team and their knowledgebase. They know how things work, they know the technology, they know what we need, and they’re there to support us.”

Brian Ophus

Social Services Director, Hubbard County Department of Social Services


Upgrades

Your organization gets the most up-to-date software on your schedule, not ours. For agencies using our cloud-based solutions, upgrades, patches, and bug fixes are deployed automatically, so your software will always be up to date and your data will always be backed up. 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 .

Upgrades

Remote System Administration

In addition 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.

Get in Touch

Remote System Administration

Customer Success Manager

As part of your support services, you’ll have access to a dedicated Customer Success Manager (CSM), who is the voice of the customer within Northwoods. Your CSM will consult on your agency’s key initiatives to help you be successful, and keep you informed of relevant Northwoods news such as product changes. Your CSM is knowledgeable about all Northwoods’ solutions and service offerings.

Customer Success Manager

Resources

Customer Story

Customer Story

Dare County: Onboarding Made Easy with Simple Software

Read Customer Story

eBook

eBook

Technology Toolkit: An Essential Buyer's Guide for Human Services

Download Guide

Blog

Blog

Strategies for Success: Realizing the Value of Cloud Technology for Human Services

Read Blog