Welcome to Formunauts Customer Care!

Because we value trust and transparency, we would like you to have an overview of the work, that we do in the Customer Care Team at Formunauts.

Availability

Monday - Friday 9:00 - 18:00 CET

On-call on holidays 9:00 - 12:00 CET
Our customer support team is seated in Vienna, Austrian holidays apply.

Contact

Please write us an email to

support@formunauts.com

You can reach our support team under any of the following phone numbers:

+43 1 393 20 57

 +44 150 350 5045

We prefer emails, to avoid misunderstandings and to ensure information sharing within our team. Even if you call, we still might ask you to follow up with an email.

Services

First Aid Support

Do you have an emergency? Your fundraiser cannot log in? We are here to help you find out what is really going on and find a solution as quickly as possible.
Write us a message and, in emergencies, please follow up with a phone call so we can react adequately.

Answering questions

We are constantly improving our Help Center, but there will always be something we haven't covered in one of our articles. Write us a message or give us a call and we'll help you out.

Amendments & Setups

Need a new Recruiting, Petition or Donation Campaign? Or want to make some changes to your existing campaign?
Write an email to support@formunauts.com and we will guide you through the process.

Customer Success

Our Customer Success Program has the goal to help you make the most of the tools we have.
Within this service we include:

• trainings for new staff and new features
• analysis of your statistics and data as well as recommendations on where and how you could improve
• meetings with our experts to brainstorm, analyze and strategize together

Let us know if you are interested in booking one of our Customer Success & Happiness packages and write us a message at support@formunauts.com

Consulting

At Formunauts we pride ourselves on having experts in our team to add experience and best practice knowledge to the software we offer.
We can offer you consulting for:

• Face-to-face fundraising
• Direct recruiting
• Petitions & campaigning
• Project management
• Dataflow & data analysis
• IT development & hosting

Let us know if you'd like us to support you with our knowledge and experience! Write us a message at support@formunauts.at.

Pricing

Our standard fee is € 132,- / hour (excl. VAT). We track our time and calculate in 15-minute intervals. For example:

• It took us 40 minutes to make changes to your campaign
  ➡ we will charge € 99,- for 45 minutes.
• It took us 17 minutes to apply the changes to your campaign
  ➡ we will charge you € 66,- for 30 minutes 

This is valid for all customer support services except

Outside our working hours

In exceptional cases, if you need us to do something explicitly outside our working hours (Monday - Friday 9:00 - 18:00 CET), we will charge an additional fee of 100%. This means we will be invoicing €264 per hour in 15-minute intervals.

Consulting 

Pricing is specified according to individual agreements, those can also include, for example, meetings with our Development Team for technical consulting.

Setups 

We have a fixed pricing for setups:

• regular setup within 10 workdays for € 149,-
• express setup within 3 workdays for € 449,-

For more information read our detailed help centre article Campaign Setup Process

When is a service considered billable?

You will not be invoiced for:

• Questions you address to our Support Team, if a request needs more attention, we will recommend booking a Success Program
• Any bug-related work from our Support and Development Team

An invoice will be done for:

• Amendments to campaigns and customer accounts (e.g. activate new features like the donor-feedback)
• Setups (Recruiting, Petition and Donation Campaigns)
• Customer Success packages