Support | SF Fellows GH

Question 1

What's the catch?

Accepted Answer

No catch. The tools are permanently free through vendor nonprofit programs. We do not take a commission, we do not resell licenses, and we do not upsell. Ask us to show you the vendor page directly.

Question 2

Are we really eligible?

Accepted Answer

Most likely yes. If you have Registrar General incorporation and Department of Social Welfare recognition, you qualify for all four programs. Hospitals, schools, government agencies and political organisations do not. Faith-based NGOs with a service mission are usually eligible. We do a 15-minute eligibility check on the first call and tell you honestly.

Question 3

We tried a Salesforce thing before and it failed.

Accepted Answer

We know. It usually died for one of three reasons. A consultant built the system without asking the field team what they track. Training was one classroom session with no follow-up. Or nobody owned the system after the consultant left. Our model is different. We build for your workflow. We train on phones over 3 weeks, not 3 hours. We stay for 90 days after go-live.

Question 4

We don't have anyone technical.

Accepted Answer

Neither did most of the NGOs we work with when we started. You do not need a developer. You need one systems owner. Usually your M&E officer or a Programs Assistant. We train that person to a level where they can answer 80% of day-to-day questions. For the other 20%, we are on WhatsApp during the 90-day support window.

Question 5

How much time will this take from our team?

Accepted Answer

Honest answer: 6–10 hours a week from the systems owner for the first 6 weeks, then 2 hours a week through go-live, then 1 hour a week during the 90-day support window. The rest of your team spends about 3 hours total on training.

Question 6

Why not just use free ChatGPT or free Excel or Google Forms?

Accepted Answer

Use them where they work. Google Forms is fine for collection. Excel is fine for a single-person analysis. Where they break is when a funder asks for beneficiary numbers disaggregated by district and age band, when a field officer leaves and takes the WhatsApp history with them, or when you need to prove to a new funder how many people you served in the last 3 years. Salesforce, Google Workspace and Slack solve those problems.

Stuck? We reply within one working day.

Two groups.

Inside their 90-day window.

Any registered NGO with a paperwork question.

Four buckets.

Vendor paperwork.

Salesforce day-to-day.

Google Ad Grants.

The awkward funder question.

What “we’ll get back to you” actually means here.

Answers to the questions we get most.

Submit a support request.

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