What's included
Every WeavePulse subscription includes priority support as a core feature, not an upsell. You're managing a complex portfolio with real compliance deadlines — you shouldn't have to wait in a queue behind someone resetting their password.
- Dedicated onboarding session with your team (included in trial)
- Priority email support with same-day response
- Phone support during business hours (Pacific time)
- Access to the WeavePulse knowledge base and documentation
The onboarding process
Onboarding starts during your free trial. We schedule a dedicated session with your team — typically 60 to 90 minutes — to configure WeavePulse for your specific portfolio. This isn't a generic product demo. It's a working session where we set up your actual sub-grantees, reporting templates, and user roles.
During onboarding, we cover your portfolio structure (which organizations, which programs, which reporting periods), your reporting requirements (what your funder needs and when), user setup (who needs access and at what role level), and any program-specific configuration like GPRA measures, indirect cost rates, or custom report templates.
By the end of the onboarding session, your WeavePulse instance is configured and ready for your team to start using — not a blank slate you have to figure out on your own.
Response times
Priority support means your questions go to the front of the line. Email support targets same-day response during business hours. Phone support is available Monday through Friday, 8 AM to 5 PM Pacific time. For urgent issues affecting your ability to submit reports to funders, we escalate immediately.
Our support team is trained on grant compliance workflows, not just the software. When you ask a question about how to handle a specific reporting scenario, you get an answer from someone who understands the regulatory context — not a script-reading support agent who escalates everything.
Knowledge base
WeavePulse includes a searchable knowledge base covering common workflows, configuration guides, and best practices for portfolio management. Topics include setting up new sub-grantees, configuring report templates, managing reporting periods, running consolidated reports, and using the risk assessment dashboard.
The knowledge base is updated as new features are released and as we learn from customer questions. If you ask us something that should be documented, it will be — so the next person with the same question can find the answer without waiting for a response.