Support and Service Policy

This policy explains how organizations that use Bless Events get help, and what to expect from us when something goes wrong. Words like "Organization", "Staff", "Supporter" and "Service" mean what they mean in our Terms of Service.

Getting help

Who we help. We support organizations and their Staff in using the Service.

How to reach us. Email support email. Please write from the email address on your Bless login, and tell us:

• your organization's name or subdomain;
• the event, page or feature you need help with;
• what you were trying to do and what happened instead;
• a screenshot, if you have one.

Never send us a full card number, a password or a Social Security number. We will never ask for them.

When we answer. Our support hours are support hours. Our goal is to send a first response within support first response hours hours during support hours. A message sent outside support hours is answered after they start again. A first response may be an answer, a question, or a note that we are working on it. Some problems take longer to fix.

Support access. To help you, our staff may sign in to your organization's account, as the Terms of Service describe. We keep a record of that access.

Supporters: contact the organization first

If you bought a ticket, registered, gave or bid on an organization's page, the organization is the seller and the charity. Contact the organization first about your purchase, gift, bid, refund, receipt or event. Its contact details are on its pages and in your receipt email.

If you cannot reach the organization, or your question is about the Bless software itself, write to support email. We will help where we can, or pass your message to the organization. We cannot issue refunds or change an organization's records for it.

Before a big event

Event days matter. If you are planning a large event, a gala, a live auction or a giving day, please tell us at support email as early as you can. Tell us the date, the times, and roughly how many guests or bidders you expect.

That lets us:

• check with you that your Stripe account is connected and can take payments;
• answer setup questions while there is still time to change things;
• avoid planned maintenance during your event.

We also suggest you run a test before the event: register, give or bid on your own pages, using Stripe test mode where you can. Make a plan for what your team will do if the internet at your venue goes down.

Maintenance

We update the Service often, usually with little or no interruption. When we expect planned work to interrupt the Service, we try to schedule it at a quiet time and tell Account Owners ahead of time by email.

Outages

Sometimes the Service, or a provider it relies on such as Stripe or our hosting provider, has a problem we did not plan. When that happens, we work to restore the Service as quickly as we can. We will tell affected Account Owners by email when an outage is serious or long.

No uptime guarantee

We work hard to keep the Service running, but we do not guarantee any level of uptime or availability, and we do not offer service credits or refunds for downtime. The Terms of Service explain this in the "Disclaimers" and "Limitation of liability" sections.

Your data

Exporting. You can export your organization's data as CSV files from the Service at any time while your account is active. We suggest you export your contacts, registrations and donations regularly, and before and after each big event, and keep your own copy.

Payment records. Ticket sales, donations, recurring gifts and auction charges are made on your own Stripe account. Stripe keeps those records, and you can see them in your Stripe dashboard.

Reporting other problems

• Security problems: see our Security and Vulnerability Disclosure policy, or email security email.
• Accessibility barriers: see our Accessibility Statement.
• Copyright complaints: see our Copyright Policy.
• Legal notices: legal email.

Changes to this policy

We may update this policy. The date at the top shows when it last changed.