Attention: EveryAction is now Bonterra CRM. Please bear with us as we update our screenshots to match our new name.
How to reach us:
EveryAction users should email EA-Help@bonterratech.com
NGP 8 users should email support@ngpvan.com
Phone: (202) 370-8050
If you log into an instance of VAN, please follow the instructions below on how to submit a Support Request or contact the person who normally administers your account.
Hours
Our hours are generally Monday - Friday, 9 am to 6 pm Eastern, with extended hours during peak times of the year.
- We monitor communications outside of these hours for true emergencies.
- Extended hours are announced via email and typically correspond with voting dates and peak fundraising and giving times throughout the year.
- Expect a response within a business day of emailing us.
What we need from you
When reporting an issue to our support team, please provide as many details as possible, including things like:
- the workflow used
- examples of relevant contact records
- names of saved lists or searches
- usernames (usually the username is better than first/last name)
Please also let us know which organization you are with; it is particularly helpful to state this in an email if the signature or email domain does not indicate it.
Submitting a New Support Request from within the CRM
From the Main Menu, click Contact the Admin.
Fill out the form and include step by step instructions on how to replicate the problem. Indicate the urgency and click Done.
Adding Attachments
You can upload screenshots or the files you are having trouble with using Attach a file under the Subject line. If you get a notification that your file size is too large, try compressing it into a zip file. In cases where you cannot compress your file to within acceptable limits, reach out to support staff about an alternative means for transferring large files. If it's too big to attach to a ticket, it's likely too big to email as an attachment.
Your file should be formatted in one of the following commonly used file extensions: .xls, .xlsx, .pdf, .mp3, .wav, .doc, .docx, .csv, .txt, .zip, .rar, .jpg, .jpeg, .png, .bmp, and .gif
How to monitor your Support Request via the CRM
Select Support Requests from the Main Menu.
You will see a list of open tickets. New responses to an open ticket will be indicated by bolded text. Open the Support Request by clicking the Subject line. 
You can see the history of this request and Reply or Complete the request.
Accessing your Support Request via email
You can also open the Support Request by clicking on the subject line of your notification email. This will open the request in the CRM if you are already logged on to our platform.
Comments added via an email reply are distinguished by a footer note in your request that indicates they originate from an email.
Please note that replying to a Support Request via email does not change the Support Request assignment status; it will remain assigned to the recipient of the notification email and can only be reassigned from within the online website application. This is important to note if you would like to reassign a ticket to Support Staff.
Updating Support Request Notifications
Email Preferences allows users to configure how frequently they receive email notifications about updates to support request tickets. This is located in the dropdown menu when clicking your name in the upper right corner of the screen.
