Billing and License FAQs

What are my payment options?

With Silent Partner Software, you have several payment options:

  • Online Credit Card Payments – Every invoice you receive includes a hyperlink allowing you to pay online with your credit card.
  • Recurring credit card payments (Pre-authorized payments) – See details below for getting how to get set up on pre-authorized payments.

If you require an alternative method of payment, please review the options available below:

For Canadian clients:

  • Monthly Pre-Authorized Debit (PAD) from your bank account – This can be set up by submitting the completed Pre-Authorized Payment form along with a void cheque to our Billing department.
  • Interac e-Transfers – Send to [email protected]. Please also ensure that invoice number(s) are indicated in the e-Transfer message field.
  • Electronic Funds Transfer (EFT) – Please send your EFT authorization form to our Billing department. We will complete it and return it to you so you can complete your set up for EFT payments from your account.
  • Wire transfers (Canadian Currency) – Please contact our Billing department for wire transfer details.
  • Pay by Cheque -Please see the details below for how to mail in your cheque.

For American clients:

  • Wire transfers (US Currency) – Please email the Billing department for wire transfer details.
  • Cheque – Made out to Silent Partner Software Inc. with invoice number indicated.
  • Monthly Pre-Authorized ACH Payments from your bank account – This can be set up by submitting the completed Pre-Authorized Payment Form along with a void check to our Billing department.

For International clients:

  • Wire transfers (US Currency) – Please email the Billing department for wire transfer details.

If you have more questions or require additional information on payment options, please reach out to our Billing department.

How can I get set up on pre-authorized payments (PAP)?

Moving to PAP means that your license payments are quick, easy, and always on time!
 

To get set up on pre-authorized payments, please download and complete the Pre-Authorized Payment Form found here (for Canadian and International clients) or here (for American clients).

Once completed, please return it, along with a void cheque if choosing the bank account option, to our Billing department to finalize your PAP set up. 

 

Where do I mail my cheque?

If you are paying by cheque, please make sure cheques are mailed to:

Silent Partner Software Inc.
21 Christie Street
Ste-Anne-de-Bellevue, QC
H9X 1X4 Canada

Cheques must be made out to Silent Partner Software Inc. with invoice number clearly indicated in the cheque’s memo field.

Who do I contact if I need to change or remove something on my license, or for related concerns?

If you have any questions, please get in touch with our Customer Success team. We’re happy to help any time!

Who do I contact if I’d like to add something to my license?

If you’d like to increase the number of contacts, purchase any other add-ons or services, or if you have any questions about the software and services we offer, please get in touch with our Sales team.

What if I want to cancel my license?

If you would like to cancel your Sumac license, we require a written request including the reason for the cancellation from an authorized contact on your account to our Customer Success team.

Our clients’ success is very important to us. If we can do something to improve, we’d like to hear about it! Please include any feedback and reason(s) for cancellation when sending in your request.

After we’ve received your request, we will review your account history and any outstanding amounts.We will then confirm the receipt of your cancellation request and notify you of any steps required on your behalf to finalize closing the account.

Remember: All initial Sumac licenses are for a minimum term of one (1) year. Any cancellation prior to completing the initial one-year term will owe the balance of the year at the time of cancellation.

All cancellations after one (1) year require a thirty (30) day notice. Any outstanding amounts prior to or within those thirty (30) days will be billed.

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Premium Memberships Package

Take your program further by integrating fundraising.
Includes:

All Basic features:

  • Manage member lifecycles
  • Member & membership tracking
  • Custom membership level definition
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support

All Standard features:

  • Membership registration webforms

Plus:

  • Donations & fundraising
  • Donation webforms
  • Pledges & monthly donations
  • Fundraising campaigns
  • Event management
  • Automatic receipting
Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

Standard Memberships Package

Membership purchases flow from your web forms, through payment processing, and into your database, so there's less effort and less errors.
Includes:

All Basic features:

  • Manage member lifecycles
  • Member & membership tracking
  • Custom membership level definition
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support

Plus:

  • Membership registration webforms
Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

Premium Donations Package

Manage complex donations for planned giving and larger gifts.
What's Included

All Basic features:

  • Donor & donation tracking
  • Email marketing
  • Fundraising campaigns
  • Pledges & monthly donations
  • Event management
  • Receipting
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support

All Standard features:

  • Donation webforms

Plus:

  • Grant Management
  • Major Gift Proposals
  • Prospecting
  • Volunteer Management with online signup

Includes: Up to 750 contacts; Up to 5GB of storage capacity (cloud-based); Up to 3 concurrent users

Need more contacts, storage, or users? Just ask us!

Standard Donations Package

Donations flow from your website forms, straight through payment processing, and to your database, so there's less effort and less errors.
What's Included
All Basic features:
  • Donor & donation tracking
  • Email marketing
  • Fundraising campaigns
  • Pledges & monthly donations
  • Event management
  • Receipting
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support
Plus:
  • Donation webforms
Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

Basic Memberships Package

Manage your members and membership campaigns, engage members, and increase revenue.
Includes:
  • Manage member lifecycles
  • Member & membership tracking
  • Custom membership level definition
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support
Includes: Up to 750 contacts; Up to 5GB of storage capacity (cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

Basic Donations Package

Manage your donations and fundraising campaigns, engage donors, and increase revenue.
What's Included
  • Donor & donation tracking
  • Email marketing
  • Fundraising campaigns
  • Pledges & monthly donations
  • Event management
  • Receipting
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support
Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

Premium Case Management Package

Take your program to the next level by integrating your fundraising.
Includes:

All Basic features:

  • Client profile & case intake definition
  • Complete case lifecycle tracking
  • Resource management
  • Service tracking
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support

All Standard features:

  • Specialized Case Management setup (configured for health & social services, transition & emergency shelters, hospice & palliative care)
  • Client registration & intake webforms

Plus:

  • Donor management
  • Donation webforms
  • Pledges & monthly donations
  • Automatic receipting
  • Fundraising campaigns
  • Event management

Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 13 concurrent users

Need more contacts, storage, or users? Just ask us!

Standard Case Management Package

Pre-configured client management modules fit your exact program and make your administration even easier.
Includes:

All Basic features:

  • Client profile & case intake definition
  • Complete case lifecycle tracking
  • Resource management
  • Service tracking
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support

Plus:

  • Specialized Case Management setup (configured for health & social services, transition & emergency shelters, hospice & palliative care)
  • Client registration & intake webforms

Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 8 concurrent users

Need more contacts, storage, or users? Just ask us!

Basic Case Management Package

Manage intake forms and client data securely so data transitions seamlessly from when a case opens to its close.
Includes:
  • Client profile & case intake definition
  • Complete case lifecycle tracking
  • Resource management
  • Service tracking
  • Email marketing
  • Reporting
  • Communication tracking
  • Workflow management
  • Quickbooks integration
  • Cloud-based access
  • Phone & email support
Includes: Up to 750 contacts; Up to 5GB of storage capacity
(cloud-based); Up to 3 concurrent users
Need more contacts, storage, or users? Just ask us!

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