Access, training + support FAQs

Often clients are concerned about the time and effort it takes to make the switch and get set up to use our platforms. Those that have moved the management of their program to Award Force or Good Grants have found it quick and straightforward.

We generally advise allowing four weeks for a comfortable turnaround in account set up, including testing your configuration. In practice, we’ve seen many programs up and running in less time, however it does depend on the time you have available to configure the account, and complexity of your program.

For clients short on time or resources, a full configuration service is offered at an additional cost, with a minimum 3 week lead time. This is a paid service and will be invoiced in your account billing currency. Configuration is available as a package for entries, or for judging. For the configuration of both, this will require two configuration packages.

Onboarding is recommended with the Pro, Premium and Enterprise plans due to the more sophisticated features that are included. Onboarding is optional with Starter and Plus plans.

Onboarding includes:

• Personal orientation session with your client success manager
• Advice, as required, on how to best match features and capabilities to your strategic outcomes
• Collaborative support throughout your configuration
• Preparation of theme design based on your supplied brand assets
• Detailed pre-launch check (run through your account with a fine tooth comb to make sure all is ok)
• Ongoing training and support as needed (email support 24 hours a day, 5 days a week)

Onboarding can be added in and billed after you sign up, should your needs change.

If you have purchased onboarding, your client success manager will be in touch once your account is activated and schedule your first onboarding session.

If onboarding has not been purchased, you’ll be able to start your configuration as soon as you receive access to your account.

All plans can access unlimited email support 24 hours a day, 5 days a week. Simply use the appropriate contact form:

• Award Force: support.awardforce.com/hc/en-us/requests/new

• Good Grants: help.goodgrants.com/hc/en-gb/requests/new

Creative Force has a great reputation for active client support. Our team has deep technical experience, coupled with a genuine interest to help all clients feel comfortable, regardless of their role or system knowledge. 

Included in our pricing is unlimited support for program managers. We recommend program managers provide first-line support to entrants and judges, as very often questions are in relation to your program, categories or criteria— not in relation to the software.

Training videos, articles and guides are all available online via our help centres:

• Award Force: support.awardforce.com

• Good Grants: help.goodgrants.com