Support, mobile access and cost
Account ownership and handoff
After your launch, ongoing support runs through the Help Center, the Help Desk, Daily Office Hours, and the Training Lab.
The four support options and what each is best for are covered in Get Support After Your Launch.
Hours and service expectations
Support is not 24/7 across all channels. The Help Center is available 24/7, and the live channels run on the schedule below:
Help Center: available 24/7 at help.journeycare.app, including AI-powered assistance.
Help Desk: Monday to Friday, 8 a.m. to 5 p.m. US Central, by email at [email protected]. The typical response time is within 2 hours. Include URGENT in the subject line if you need immediate assistance.
Daily Office Hours: Monday to Friday, 1 to 2 p.m. US Central, by Zoom.
Training Lab: four rotating topics, each offered at least twice per month.
Included versus billable assistance
Day-to-day help through the Help Desk, Office Hours, and Training Lab comes with your plan. Project-specific work is handled through Hourly Blocks, prepaid hours the JourneyCARE team uses to complete work on your behalf: automations, website updates, event setup, forms, imports, troubleshooting, and other JourneyCARE projects. Blocks are 5 hours for $550 or 10 hours for $995, hours do not expire, and you request work by emailing [email protected]. Time spent is deducted from your balance as work completes. See Hourly Blocks for Extra Support.
Some automated workflow actions are premium actions that carry usage fees of approximately $1.00 per 100 executions. Every contract includes an allotment of premium actions, so an extra charge is rare. See What is the Cost of Premium Actions?
Desktop and mobile experience
JourneyCARE works in the browser on desktop for staff, and two free mobile apps cover on-the-go use: an admin app for staff and a member app for your members. Both are included at no additional cost.
The admin mobile app, available on iOS and Android with your JourneyCARE login, supports contact lookup and updates, communication, tasks, opportunities, invoices, payments, calls, and notifications. Larger administrative work such as building automations, editing websites, and creating forms is better suited to the desktop application. See Using the admin mobile app.
The member app gives your members access to Communities, Courses, Events, and Chats on iPhone and Android. The standard app is not customizable. An organization-branded (white-label) member app is available as an upgrade. See Using the member app.