Each January our clients revisit annual tasks and often need help getting them completed before the end of the month. As such, the month of January is our busiest for support. We receive twice as many support requests during January as the other months of the year.

We’ve put resources together on this site to help you succeed in your January tasks, but we also stand ready to give you help when you need it. Our goal is to ensure we get you a great answer as soon as possible.

Here are some tips to help ensure you have the best experience possible when contacting us for help.

Email us to save time and skip the line, even if you want a call

We're happy to work with you via phone, email, or both. If you would prefer a phone call, the fastest way to get on our call back queue is to email support@cdmplus.com with the following information:

  • Your name
  • Your church or organization's name
  • Your callback number
  • Your availability

Please know we endeavor to respond to requests within 8 business hours, which are 8:30 a.m. to 6:00 p.m. Monday - Friday. If you request help within the last 8 business hours of the day, please let us know the next day and time you will be available as well.

We are always happy to speak with you if you call us at 800-633-9581. When you call, a receptionist will take your information and open a ticket for you. This ticket goes into the same queue that receives emails, so emailing support to request a callback will skip the line to have a receptionist enter a ticket on your behalf.

Our support team will respond as soon as possible, following the order in which tickets were opened, regardless of if the ticket came from an email or was created by a receptionist.

Try support over email

We are also more than happy to correspond over email to help resolve your support request. Please send us a description of what you need help with. Screenshots and PDFs of reports that illustrate the issue are most helpful. Please also let us know your CDM+ version.

Choose Help Email Tech Support in CDM+ to start a new email that includes your CDM+ version in the subject.

We will work to get you a written resolution and include links to any relevant Help Center documents. You can save that email correspondence for future reference or to share with a colleague.

If it become clear that a phone call is the best way to get you a resolution, we're always happy to take the conversation real-time.

Schedule calls in advance

If you prefer a phone call and have limited availability or need special personnel present for your call, such as an IT person or CPA, try scheduling a callback. Calls are prioritized based on when they are received, so emailing us on a Tuesday to schedule a callback on a Thursday will prioritize your call ahead of any call requests that come in the day of the callback.

To schedule a callback, simply email support@cdmplus.com with your name, organization name, phone number, and requested callback time. While we can’t guarantee the exact minute we’ll call you back, a scheduled call is much more predictable and can often arrive within a 30-minute window.

Save project calls for February

We never want to encourage you to not contact us for help. However, if you have a project that can wait until February and you expect to need our help, it may be preferable to wait until the January rush is over to begin the project. This will ensure you can get timely help and succeed in your work.

Please note there is no formal deadline for archiving. If you need help our support team's help when archiving we recommend focusing on other year-end tasks in January, then contact us for help with archiving in February.

Leave complete voicemails

We staff both extra receptionists and support technicians during January. If you prefer to have a receptionist create a callback ticket for you but are unable to reach a receptionist, please be sure to include ALL this information in your voicemail:

  • Your church or organization’s mailing zip code
  • Your church or organization’s name
  • Your church or organization’s city
  • Your name
  • Your callback number
  • Your email address
  • Your availability
  • A brief description of what you need help with

You can always email support@cdmplus.com to request a callback as well.

In summary

We are ready and waiting to help you succeed in your January tasks. Our hope is these tips will help you succeed in January and get you complete solutions as quickly as possible.