Understanding Support Services: Cirface vs. Asana

Purpose

This SOP provides guidance on how to access different types of support based on your needs. Whether you’re troubleshooting technical issues in Asana or seeking consultative guidance on workflows, this document will help you navigate the appropriate support channels.

Support Levels Overview

There are three main ways you can get support with Asana and Cirface:

1. Asana Direct Support (via the app)

2. Cirface VIP Partner Support (via our direct line to Asana)

3. Cirface Process, Workflow, & Training Support (via Cirface)

1. Asana Direct Support

• What it Covers:

  • Technical issues with Asana functionality

  • Feature bugs, form errors, broken links, or issues with performance

  • Any feature or function of Asana that’s not working as intended

• How to Access:

  • From within the Asana platform, click on the Help or Question Mark icon.

  • Select Contact Support to initiate a chat or get further assistance.

• Best Use Case:

  • When you encounter any technical problems within the Asana platform itself.

2. Cirface VIP Partner Support

• What it Covers:

  • Complex technical issues that require involvement from Asana’s technical team

  • Organization to division migrations

  • Upgrading legacy plans (Business → Advanced, or legacy to current versions)

  • Configurations like Single Sign-On (SSO) setup or integrations

  • Situations that need us to provide context and initiate conversations with Asana on your behalf

• How to Access:

  • Contact Cirface Support via email or your dedicated project manager (PM) for specific technical issues.

  • We’ll then initiate a conversation with Asana’s VIP Support, keeping you in the loop and providing necessary context.

• Best Use Case:

  • When there are critical, technical Asana platform issues that we need to escalate on your behalf (such as platform migrations or SSO setups).

3. Cirface Process, Workflow & Training Support

• What it Covers:

  • Questions around process and workflow setup

  • Best practices for using Asana in your day-to-day operations

  • Admin Console guidance and feature enablement

  • Training for your team to maximize Asana’s capabilities

  • Ongoing consultative support for process improvement or troubleshooting

• How to Access:

  • Send us an email to info@cirface.com with your inquiry or request.

  • We will provide answers to common workflow or process-related questions directly via email.

  • For in-depth, hands-on support (like brainstorming or process design), our Ongoing Support Package (5, 10, or 20 hours per month) is available.

• Best Use Case:

  • When you need guidance on workflows, want advice on setting up processes, or need ongoing consultative support.

How to Request Ongoing Support

For more hands-on consultative and coaching sessions, you can subscribe to our Ongoing Support Package:

• 5 hours/month

• 10 hours/month

• 20 hours/month

This package allows us to work with your team on process optimization, troubleshooting workflows, or helping with goal setting. Contact us for details or to get started.

Support Matrix

Here’s a quick reference guide to help you determine who to contact depending on your needs:

Links for More Information:

• Asana Help Center for direct technical support.

• Cirface Support Page for contacting us regarding workflows, training, or escalated technical support.

Thank You for Choosing Cirface!

We hope this guide helps you better understand the support options available to you. If you need additional help or have any questions about the best channel for your issue, please don’t hesitate to reach out. Our team is here to help you optimize your use of Asana and ensure that your team’s processes are running smoothly.