Overview
This article describes the Deed Success Services Packages available to corporate CSR customers. Packages range from Core to Premier based on customer size and program needs, and are designed to maximize value across both Deed Engage and Deed Grants.
Using both Deed and CyberGrants/Deed Grants? See the CyberGrants Success Services Description for parallel package details on the grantmaking side.
Roles & Terms
| Role | Description |
|---|---|
| TAM | Technical Account Manager. Provides proactive and reactive support on configuration, reports, technical review, scoping, and small development work. Manages the technical success of your account. (Proactive support is not included in Core.) |
| CSM | Client Success Manager. Responsible for your overall success on the platform; partners across multiple Bonterra teams. |
| Implementation | Onboarding services delivery team: Project Managers, Implementation Consultants, Business Analysts, Developers, and QA. |
| CSR Consultant | Strategic expert and thought partner trained to evaluate your business, program, and data needs (e.g., benchmarking, impact measurement) and deliver actionable advice, while also understanding Deed functionality. |
Package Tiers
Core
Our base package, designed for smaller customers or those evaluating Value-Added products. This is a reactive, deliverable-based model — you request sessions as needed. Deliverables are available throughout the contract term or until exhausted.
What's Included
- 1 kick-off call to align on topic choices and schedule
- Up to 8 product consultation, configuration, and/or reporting design sessions per year (up to 90 min each)
- Up to 8 training sessions per year (up to 90 min each)
- Quarterly check-in calls
Restrictions
- Reactive only — does not include proactive processes from Enhanced or Premier
- TAM hours capped at 30 per year (pro-rated for mid-term starts)
- Can be combined with other packages
Enhanced
A significant step up from Core. This is our entry-level TAM-included package, designed for small to mid-sized corporate customers.
What's Included
- TAM deliverables (hours limited):
- Bi-weekly check-ins with CSM (if assigned)
- Strategic planning of monthly, quarterly, and yearly goals
- Annual product adoption evaluation
- Annual strategic account review
- Configuration, reporting, and training support — up to 2 sessions/month
- Client documentation — bi-weekly (on request)
- Issue log (TAM-reported issues)
- Response SLA: 1 business day
- Priority Support:
- Admin case SLA: 6 hours
- Off-business hours: 4 hours/quarter
- Employee and NPO phone support: 500 calls/year
- Employee and NPO email support: unlimited
Restrictions
- TAM hours capped at 75 per year (pro-rated for mid-term starts)
- Cannot handle approvals of payments, grants, or employee gifts
- Organization vetting/nomination review not provided
- Advisory Service hours not included (can be purchased separately, minimum 5 hours)
- Weekly burn-down of hours tracked in Monday.com dashboard
Premier
Our most strategic offering, designed for mid-to-large corporate customers requiring enterprise-class service.
What's Included
- TAM deliverables (hours limited):
- TAM as primary point of contact
- Weekly check-ins with CSM (if assigned)
- Strategic planning of monthly, quarterly, and yearly goals
- Bi-annual product adoption evaluation
- Bi-annual strategic account review
- Configuration, reporting, and training support — up to 4 sessions/month
- Client documentation — weekly (on request)
- Issue log (all issues, including Support team)
- Response SLA: 1 business day
- Advisory Services: Up to 1 project per contract year (up to 20 hours)
- Priority Support:
- Named admin support included
- Admin email: top of queue
- Admin case SLA: 4 hours
- Off-business hours: 8 hours/quarter
- Employee and NPO phone support: unlimited
- Employee and NPO email support: unlimited
Restrictions
- TAM hours capped at 150 per year (pro-rated for mid-term starts)
- Cannot handle approvals of payments, grants, or employee gifts
- Organization vetting/nomination review not provided
- Advisory Service hours included (up to 20); additional hours available for purchase
- Weekly burn-down of hours tracked in Monday.com dashboard
Advisory Services
Advisory Services engagements are led by a seasoned CSR Consultant with hands-on experience supporting mid- to large-scale CSR programs across employee engagement, grantmaking, and overall CSR strategy. Engagements are approximately 20 hours and fully tailored to your company's needs.
Included in: Premier (up to 20 hours/year). Can be added to Enhanced as a separate purchase (minimum 5 hours).
Example topics:
| Session | Description | Focus |
|---|---|---|
| Employee Engagement | Understanding how to boost employee engagement in CSR programs — broad best practices or focused on a single area such as: volunteer week/month, days of service, ambassador networks, incentive programs, or measuring engagement. | Improving activation, evaluating and optimizing program execution, benchmarking |
| CSR Signature Programs & Partnerships | In-depth guidance for developing new and existing strategic CSR programs and partnerships to drive greater impact. | Strengthening CSR strategy through signature programs, partnerships, and outcomes tracking |
| Best Practices for Grantmaking | Deep dive into your historic grantmaking practices and guidance on incorporating current industry best practices; analysis of existing grantmaking proposals and impact reports in Deed Grants. | Evaluating grantmaking goals, applications, and processes to drive modernization and align with company objectives |
TAM Deliverables by Package
| Deliverable | Description & Cadence by Package |
|---|---|
| Routine Business Reviews (EBR/QBR) | Review product adoption, configuration updates, and insights analytics with your CSM. Core: not included Enhanced: yearly Premier: bi-annually |
| Strategic Goal Planning & Check-ins | Regular meeting reviewing technical status, issue log, optimization recommendations, and monthly–yearly goal planning. Core: quarterly Enhanced: bi-weekly Premier: weekly |
| Product Adoption Evaluation | Proactive review of planned and recently released product features to help you get the most from your investment. Core: not included Enhanced: annually Premier: bi-annually |
| Strategic Account Review | Evaluates account activity (platform use and donor/org activity) and provides recommendations to increase participation, leverage AI, or reduce administrative effort. Core: not included Enhanced: annually Premier: bi-annually |
| Configuration & Reporting Support | Support and/or configuration of product settings, reporting, and training on request. Core: 8 × 90-min sessions Enhanced: bi-weekly (on request) Premier: weekly (on request) |
| Training Support | End-user and/or administrator training on the platform. Core: 8 × 90-min sessions Enhanced: bi-weekly (on request) Premier: weekly (on request) |
| Client Documentation | Assistance creating documentation for end-users and/or internal admins. Core: not included Enhanced: bi-annually (on request) Premier: weekly (on request) |
| Issue Log | TAM maintains a log of larger issues. Premier also includes issues reported to the Support team. Core: not included Enhanced: TAM-reported issues Premier: all issues |
Menu of Options
The following are common activities your TAM can assist with at any time, in addition to scheduled proactive and strategic work.
Modules
Deed modules and capabilities your TAM can help configure, enable, or tune. Note: new module provisioning is handled by the Implementation Team; the list below assumes the module is already provisioned on your account.
| Module | What the TAM can help with |
|---|---|
| Communities (ERG groups) | Configure community structure, leads, visibility, and impact tracking |
| Actions Module | Enable actions library, impact calculator, and donation triggers |
| Multi-Currency / Localized Giving | Configure multi-currency donations and budget rules per locale |
| Giving Accounts (PPGF Pre-Funding) | Walk through pre-funded PPGF account setup and reconciliation |
| Deed Donation Credits | Configure seeded employee donation credits for new hires, recognition, and culture moments |
| Dollars for Doers (Volunteer Credits) | Configure automatic donation credits tied to volunteer hours |
| Volunteer Matching Grants | Configure grant payouts to nonprofits based on employee volunteer hours |
| Gamification | Configure points, achievements, challenges, and team competitions |
| Cause Calendars | Activate pre-built kits for Black History Month, Pride, Earth Day, and other recurring causes |
| CauseKits | Activate disaster relief and timely campaign kits |
Program Configuration
The most commonly requested configurations across donation, matching, volunteer, and engagement programs.
| Configuration | Description |
|---|---|
| Budgets & Rules Setup | Configure overall budgets and matching, credit, or corporate donation rules |
| Donation Matching — Cap-Based | Per-employee match cap configuration (e.g., $500, $1,000, $1,500 annual cap) |
| Donation Matching — Spot Match | Initiative-specific spot match configuration |
| Donation Matching — Inclusive / Exclusive Lists | Nonprofit eligibility list configuration with screening options |
| Payroll Deduction Donations | Recurring or one-time payroll-deducted giving program configuration |
| External Donation Requests | Configuration of off-platform donation request workflow |
| Corporate Donations Program | Direct corporate giving configuration and disbursement settings |
| Volunteer Events | Setup of in-person, virtual, and hybrid event templates |
| Campaigns | Themed campaign configuration with banner, tags, and visibility rules |
| Fundraisers | Configuration of employee- and admin-led fundraiser workflows |
| Cause Areas | Cause area taxonomy and tagging setup |
| Nonprofit Screening / Vetting Rules | SPLC hate list, religious or political screens, and custom screening criteria |
| Approval Workflows | Configure approval flows for employee-created fundraisers, events, and matches |
| Localization (per locale) | Configure per-locale program experience beyond the standard launch language |
AI Assistance
Deed includes a connected set of AI tools: MatchAI, the Deed CSR Agent, AI Insights, and AI-Driven Impact Measurement. Your TAM can help from initial enablement through advisory sessions on specific use cases.
| Offering | Description |
|---|---|
| MatchAI — Threshold & Auto-Approval Setup | Configure confidence thresholds for offline donation match review, set auto-approval rules, and review flagged items |
| MatchAI — Audit & Tuning Session | Periodic review of match outcomes and threshold tuning based on actual data |
| Deed CSR Agent — Walkthrough & Training | Hands-on tour of the AI copilot: campaign creation, event setup, fundraisers, matching configuration, and communications drafting |
| Deed CSR Agent — Workflow Buildout | Work with your team to build saved prompts and workflows for recurring CSR tasks |
| AI Insights — Interpretation Session | Walk through engagement, participation, budget utilization, and anomaly detection outputs and translate them into action |
| AI Insights — Cadence Setup | Establish a regular cadence for reviewing AI Insights with your team |
| AI-Driven Impact Measurement | Configure impact indicators, map activities to outcomes, and align outputs with your ESG and CSR reporting |
| ImpactAI — Personalization Review | Review and tune nonprofit and opportunity recommendations surfaced to employees |
| AI Use-Case Consultation | Strategy session on where AI tools can offload work from your team and accelerate your CSR program |
Reporting
Deed provides a unified reporting layer across employees, campaigns, donations, volunteer hours, grants, and impact data. Reports are largely self-service, but your TAM can help with setup, training, and recurring cadence.
| Offering | Description |
|---|---|
| Standard Reporting Walkthrough | Tour of available cross-module participation, donation, and volunteering reports |
| Payment Reconciliation Reporting | Walk through donation processing, match disbursement, and corporate donation reconciliation reports |
| Volunteer Hour Aggregation | Setup and training on volunteer hour reporting, including team and community rollups |
| Campaign Performance Reporting | Configure and review campaign engagement and participation reporting |
| Grant Tracking & Allocation Reporting | Walk through grant tracking and budget allocation reports |
| ESG & CSR Reporting Outputs | Help align Deed outputs with your ESG and CSR reporting frameworks |
| Exportable Dashboard Setup | Configure exportable dashboards for executive and stakeholder updates |
| Recurring Report Cadence | Establish a recurring report delivery cadence (monthly, quarterly, annual) for your team |
| Admin Reporting Training (4 hrs) | Focused training on Deed reporting, filters, and exports for admins |
| Admin Reporting Training (8 hrs) | Extended training including cross-module reporting and ESG output preparation |
| Enable Data Visualization Users | Add contracted Data Visualization Users (Viewers, Explorers, and/or Editors) |
| Data Visualization Assistance | Training and/or guidance to get the most out of Deed Engage's reporting tools |
Other Options
Additional TAM-led services beyond modules, programs, AI, and reporting. For anything not listed here, submit a request through the Customer Portal or contact your CSM.
| Offering | Description |
|---|---|
| Approval Rule Review / Updates | Review of routing and approval rules with adjustments as needed |
| Admin Training (3 hrs) | Focused training session for a specific admin or topic area |
| Admin Training (8 hrs) | Extended admin training across multiple topic areas |
| Organization Duplicate Review | Review and resolution of duplicate nonprofit records |
| Standard Report Creation / Updates | Assistance creating or updating standard reports for your team |
| Location Mapping Review | Review of office and region structure mapped to Deed location taxonomy |
| Program Health Check | Periodic review of program performance, engagement, and configuration opportunities |
Delivery Schedule
Core
| When | Activity | Deliverable |
|---|---|---|
| Start / within 21 days of contract signature | Kick-off meeting; schedule recurring meetings; review Monday.com | Kickoff deck, stakeholder list, project management tool setup, meeting recordings & recap |
| Ongoing | Ad hoc reporting, configuration & training | Ad hoc configuration or other work |
| Quarterly | Quarterly check-in meetings | Any actions requested |
Enhanced
| When | Activity | Deliverable |
|---|---|---|
| Start / within 21 days of contract signature | Kick-off meeting; schedule recurring meetings; review Monday.com | Kickoff deck, stakeholder list, project management tool setup, meeting recordings & recap |
| Bi-Weekly | Regular check-in with CSM; ad hoc reporting, configuration & training requests | Meeting notes, follow-up actions, ad hoc configuration |
| Monthly | Monthly goal planning | Goals documented in Monday.com |
| Quarterly | Quarterly goal planning | Goals documented in Monday.com |
| Bi-Annually | Account review | Technical documentation |
| Annually | Business Review (EBR) with CSM and Sales Executive; yearly goal planning | BR slide deck, follow-up actions, goals in Monday.com |
| Ongoing | Support case assistance and logging; evaluate new product offerings | Case assistance, issue logging in Monday.com, product release notes |
Premier
| When | Activity | Deliverable |
|---|---|---|
| Start / within 21 days of contract signature | Kick-off meeting; schedule recurring meetings; review Monday.com | Kickoff deck, stakeholder list, project management tool setup, meeting recordings & recap |
| Live Test Environment | Provision & validate test environment | Demo test environment; access to test environment |
| Weekly | Regular check-in with CSM; ad hoc reporting, configuration & training requests | Meeting notes, follow-up actions, ad hoc configuration |
| Monthly | Monthly goal planning; small development requests (up to 4 hrs) | Goals in Monday.com; change request document |
| Quarterly | Account review; quarterly goal planning | Technical documentation; goals in Monday.com |
| Yearly | Yearly goal planning | Goals in Monday.com |
| Bi-Annually | Business Review (EBR) with CSM and Sales Executive | BR slide deck, follow-up actions |
| Ongoing | Support case assistance and logging; evaluate new product offerings | Case assistance, issue logging in Monday.com, product release notes |
Visibility & Tracking
You may reach your TAM at any time via email, the Customer Portal, or during regular meetings. All planned and completed work is tracked in Monday.com. At the start of your engagement your TAM will walk you through the tool and explain how to access it. You can click into any task to view prior work, comments, and attachments.
Responsibilities
Client Responsibilities
- Designate contact points and project owners who can commit to the time needed for goal setting, Business Reviews, and other deliverables.
- Provide detailed requirements for your program(s), including desired outputs and outcomes, sample forms and form logic, and data access rules for staff.
- Review Knowledge Hub documents to familiarize yourself with Deed Engage (Deed Grants documentation coming soon).
- Complete any configuration tasks assigned during the project — this provides hands-on admin training while ensuring you end the project with a complete program solution.
- Attend all scheduled meetings, update and communicate in the task tracker, complete assigned tasks on time, and proactively communicate with your Bonterra support team.
- Review and approve/reject project plans, change orders, and deliverables, and notify the program manager of any required revisions.
- Review any assigned tasks in Monday.com.
Bonterra Responsibilities
- Create and maintain the deliverables list (past and present) in Monday.com
- Provide a TAM resource
- Provide best-practice recommendations and support platform utilization
- Complete actions and follow-ups within the agreed-upon timeline
- Track and work to resolve issues affecting the project; notify the client of anything affecting budget, scope, or timeline
- Support change management requests and identify areas for improvement
- Provide proactive actions based on the package tier (not included in Core)
- Hold internal stand-up and alignment meetings with CSM and Support teams
Helpful Resources
- Deed Engage Knowledge Hub — Help documents and videos on the Deed Engage product
- CyberGrants Success Services Description — If you also use CyberGrants/Deed Grants, reference this document for the parallel package details
- Customer Portal — Single location to submit requests by product and team
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