Support Tools and Resources

At MemberSplash, we pride ourselves on delivering high-quality, platform-specific support to ensure you have the tools you need to succeed. Beyond that, we aim to provide the resources and support necessary to help you achieve your goals and get the best out of our services.

That’s why we’ve developed the following Self Help Support Tools & Resources with your success in mind.

Our Commitment to Supporting You

To maximize the value of your services and manage accurate expectations, please review and ensure you understand our Scope of Support, Support Access and Security Policy, and SLA (Service Level Agreement).


Quick Links:

  • Self Help Support Tools & Resources
  • MemberSplash Support Team

    Self Help Support Tools & Resources

    To empower and support you beyond our standard support channels, we offer the following resources:


    MemberSplash Support Team

    MemberSplash is a self-managed platform, thoughtfully designed to equip you with the tools needed to handle most configurations independently. Our friendly and knowledgeable in-house support team focuses on addressing native features that may not be functioning as intended and guiding you toward resolutions and tools should you encounter any learning obstacles.

    We take pride in providing expert support through our dedicated in-house team, personally trained and equipped with ongoing resources to ensure your issues are resolved efficiently and effectively. (see: How to Contact Support | Support Access and Security Policy | Scope of Support | Out of Scope Services | SLA (Service Level Agreement)

    When to Contact Support

    Reach out to MemberSplash Support when you need help with locating resources, reporting bugs or a technical problem, addressing issues with features, seeking general guidance, or inquiring about platform functionality. Our support team is dedicated to providing clear guidance, troubleshooting steps, and direct access to the right resources to ensure timely issue resolution.

    Our dedicated support team is ready to guide you through troubleshooting steps and direct you to the appropriate resources to ensure a swift resolution. (see: Support Team Availability)

    How to Contact Support

     


    What We Can Do vs. What We Can’t Do:

    (see also: Our Scope of Support | Support Access & Security Policy)

    What We Can Do:

    • Provide Guidance and Resources: We offer step-by-step guidance, knowledge base articles, and resources to help your team complete tasks and configure products or forms.
    • Troubleshoot Issues: If something isn’t working as expected, we can investigate and provide guidance to resolve the issue. When necessary, we can also facilitate internal tickets to our development team for bug fixes and keep you informed on the progress.
    • Advise on Platform Capabilities: We’ll let you know if the platform can achieve the functionality you’re looking for and suggest alternative solutions when possible.
    • Field Feature Requests: We can submit feature requests to our development team on your behalf and notify you if/when the feature is released. Alternatively, you can submit feature suggestions directly using our online form here.
    • Support with Pre-Configured Products and Forms: If you’re having trouble with products or forms initially set up during onboarding, we’re here to help troubleshoot and resolve those issues.

    What We Can’t Do:

    • Set Up New Products or Forms on Your Behalf from Start to Finish: While we can guide you through the process and provide helpful resources, your staff is responsible for creating and configuring new products or forms.
      • To support you in this effort, we offer a Form Template Library and Comprehensive Product Guides to simplify the setup process. Our help articles provide step-by-step instructions on how to set up specific products.For complex product configurations, we do not directly assist with setup. However, we are happy to consult, provide guidance, and offer recommendations on the best approach. If you encounter issues with pre-existing products, we can troubleshoot and help repair them to ensure they function as intended.
    • Perform Customizations Outside of Platform Capabilities: We don’t create custom workflows, alter platform features, or develop custom code on demand.
    • Provide Ongoing Feedback on Feature Requests: While we can submit feature requests on your behalf and notify you if/when the feature is released, we do not provide ongoing updates on the status of specific feature requests or track their progress in the development pipeline.
    • Act as a Substitute for Staff Training: Our goal is to empower your team to be self-sufficient. We provide guidance and resources, but we don’t take on the role of completing work that falls within the scope of your staff’s responsibilities.

    Our support is designed to empower your team with the tools, resources, and knowledge needed to manage your site effectively. We’re here to answer questions, point you to the right resources, and provide guidance to ensure you get the most out of MemberSplash.

    (See also: Scope of Support | Out of Scope Services)


    Support Team Availability

    • Support 24/7 Availability: Access to Support is available 24/7 (subject to our Support Access & Security Policy) with weekend coverage. Critical priority tickets during peak periods (e.g., Memorial Day Weekend) are prioritized.
    • Hours of Operation: Monday – Friday, 12:00 PM – 9:00 PM ET (excluding federally observed holidays)

    Response Times & SLA

    • Non-Peak Hours: Our support team generally responds within the first few hours of ticket submission.
    • Peak Hours / Busy Periods: We aim for a 24-hour response time, with a maximum of 2 business days from our last response.
    • Service Level Agreement (SLA): We strive for prompt response times and prioritize critical issues. As part of our SLA, we pledge to resolve critical issues within 3 business days of notification.
    • Feedback & Ticket Ratings: Your feedback is important to us. We welcome and actively collect and review ticket ratings to improve support quality.

    Scope of Support

    MemberSplash’s support focuses on native platform features and configurations. Our Support team provides a channel for reporting and resolving platform-related issues while also guiding you to self-help resources designed to help you achieve your goals and maximize the value of your service. (see also: What We Can Do vs. What We Can’t Do)

    The table below outlines the services we support and those that fall Outside of our Scope, categorized for your convenience:

    Category Supported Not Supported
    DNS and Email
    • Troubleshooting platform-specific DNS and email configuration issues
    • Verifying DNS records required for MemberSplash functionality
    • Guiding users to update DNS records
    • Managing third-party email hosting platforms
    • Troubleshooting DNS issues unrelated to MemberSplash
    Product Configuration
    • Offering general guidance and knowledge from our Knowledgebase
    • Advising on whether the system can achieve specific results
    • Assisting with identifying and resolving issues in product configurations initially set up during onboarding that are no longer functioning properly
    • Complex new product configurations outside of initial onboarding
    • Setting up new products and forms from start to finish
    • Repairing or customizing forms beyond default configurations
    Forms
    • Troubleshooting and identifying issues in existing forms
    • Providing resources for configuring forms using built-in form galleries
    • Configuring or repairing complex forms
    • Assisting with custom forms outside the platform’s built-in capabilities
    Platform Issues and Bugs
    • Troubleshooting platform-specific issues and bugs
    • Submitting internal tickets for spot fixes
    • Resolving technical issues to ensure proper functionality
    • Long-term tracking or updates on specific bug fixes
    • Providing direct timelines or updates on development fixes outside of bug resolution
    Feature Requests
    • Submitting feature requests for new functionality not currently available
    • Informing users when a feature request has been released
    • Tracking individual feature requests
    • Providing updates on features already in the pipeline
    Payment-Related Issues
    • Prioritizing and resolving payment-related issues promptly
    • Investigating and troubleshooting issues with payment processing through the platform
    • Managing external payment gateways outside of those integrated with MemberSplash
    • Collecting or processing any payments on your behalf
    Onboarding Support
    • Assisting with forms and products provided during onboarding
    • Troubleshooting issues arising from changes made to forms configured during onboarding
    • Configuring or assisting with forms and products beyond the initial onboarding scope
    • Reconfiguring entire workflows or systems post-onboarding
    Customization and Advanced Support
    • Providing brief and general technical consultation and directing users to appropriate tools
    • Highlighting native customization options within the platform
    • Direct involvement in implementing advanced customizations
    • Managing or configuring custom workflows beyond what is natively supported
    • Changes/customization to plugins/themes/modules
    • Debugging custom code
    • Troubleshooting third-party applications and interfaces
    • Troubleshooting application-level security issues
    • Performing Search Engine Optimization (SEO)
    • Direct communication with club members
    • Processing club member financial credits or debits
    • Custom SQL reports
    • WordPress Specific Coaching

    Out of Scope Services

    While we strive to support core platform features, certain requests are out of scope, including (but not limited to):

    • Third-Party Apps & Integrations: Support for external email platforms, third-party themes, or non-integrated applications.
    • Advanced Customizations: Workflow modifications, custom SQL queries, and plugin/theme modifications.
    • Security & SEO: SEO services and application-level security troubleshooting.
    • Advanced Form/Product Configs: Form/product configurations outside onboarding support.
    • Website Content/Design Changes: Design and appearance customizations.
    • Club Member Management: Direct communication with club members and financial transaction processing.
    • Non-Platform Issues: Troubleshooting DNS, email, or payment issues not related to MemberSplash.
    • Specialized Requests: Requests beyond the onboarding scope or specialized assistance not included in support packages.

    For Better understanding, Refer to What we Can do vs What we Can’t Do and our Scope of Support


    One Time Courtesy

    Occasionally, a member of our support team may offer additional assistance as a one-time courtesy for issues that fall outside of our Standard Scope of Support. These instances are offered at the sole discretion of the support team member and their direct leadership and largely depend on circumstances and factors such as, service integrity, and impact and are subject to our One Time Courtesy Support Policy.

    While we strive to deliver exceptional service, it’s important to understand that a one time courtesy is NOT a guarantee of ongoing assistance beyond our defined scope. Our goal is to maintain integrity, consistency, and excellence in the support we provide, which requires clear expectations to ensure fairness and scalability.

    When determining if courtesy support is appropriate, our team carefully evaluates the impact on our overall support structure and platform, while also considering what is feasible and practical for us to do. While exceptions may be made in certain cases, we are committed to making thoughtful, balanced decisions that uphold the quality and consistency of our support. Please note that exceptions are only considered under mitigating circumstances and are not guaranteed.

    If a team member provides additional assistance as a courtesy, they will notify you so you’re aware of what to expect moving forward.

    Please note, as per our One Time Courtesy Support Policy, that one-time courtesies DO NOT extend to items listed in our Out of Scope Services section — with NO exceptions. Even if a support team member agrees to offer a one-time courtesy, they still CANNOT perform ANY of the items listed in our Out of Scope services section.

    Example of a One-Time Courtesy

    One-time courtesies are limited to requests that are practical and reasonable for our team to fulfill. For instance, while “Setting up new products and forms from start to finish” is not supported, there may be occasions where a support team member recalls a similar configuration used successfully by another club. In such cases, they may provide you with a quick reference or example to help you achieve a similar result.

    These are the types of situations where a one-time courtesy makes sense and can be applied — offering support that is helpful, practical, and feasible without disrupting our overall support structure.

    For all other instances, if an issue is considered Out of Scope, our Support team will inform you and guide you to relevant resources and tools to help you succeed.

    You can always refer to our Scope of Support for a clearer understanding of our support boundaries and what to expect from our team.


    Premium Support for Unique or Advanced Needs Coming Soon!

    We understand that unique or advanced needs may arise. To meet these needs, we are developing a Premium Support offering for one-off, advanced support requests. This service will provide:

    • Database management
    • Assistance with standard and complex forms
    • Product support
    • Payments
    • Reservations
    • Check-in/front-desk support
    • Email services
    • Website content/appearance changes
    • Staff education
    • Standard reports

    The Premium Support service will operate within the standard support boundaries but will offer hands-on, advanced assistance. Further details will be announced as they become available. Stay tuned!


    What to Do if Your Website is Down or You Can’t Log In

    If your website appears to be down or you’re unable to log in, follow these steps to get help quickly:

    1. Check if the Website is Down for Everyone or Just You
      Enter your website URL here: https://downforeveryoneorjustme.com/. This tool will let you know if the issue is widespread or specific to your connection. Disclaimer: This tool is not owned, maintained, or associated with MemberSplash in any way.
    2. Contact Support
      If you are unable to login to your website, or if the website is down, visit our Support Center and open a ticket here: https://support.membersplash.com/en/.
    3. For Platform-Specific Issues
      If you need help with platform-specific issues, please log in and submit a ticket from within your dashboard.

    As part of our Support Access and Security policy, our support team can only provide platform-related guidance or specific assistance with your software after a ticket is submitted through your dashboard. This policy ensures data security, confidentiality, and exclusive support for current customers.


    Current Customers: For questions or more information, visit our Support Center Knowledgebase

    Considering MemberSplash for your club’s needs? Contact us to discover how we can support and contribute to your success.