We occasionally hear from a user that they aren't sure who to connect with at Foothold when there is a question or concern about AWARDS functionality. If you’re one of those users, know that the entire Foothold team is happy to help, but directing your communication to key individuals can ensure you find exactly what you’re looking for as quickly as possible. Please use this guide to point you in the right direction if you’re not sure where to turn first.
Need help with a password reset or your AWARDS access?
Foothold Technology’s security policies prevent our Help Desk from assisting users with AWARDS access issues such as password resets. If you need help logging in, and are unable to successfully use the Forgot Username or Password feature, please reach out to your supervisor, or to your agency's local Help Desk team or AWARDS administrator.
Think you've spotted a bug or something unexpected in AWARDS?
All reports of unexpected behavior in AWARDS should be directed to the local Help Desk team or AWARDS Administrator at your organization. That team of users will be able to verify whether AWARDS is behaving correctly or whether the issue needs to be forwarded to the Foothold Technology Help Desk within AWARDS for resolution.
Need to request a minor configuration change or data cleanup? Ask a workflow question?
Please reach out to the local Help Desk team or AWARDS Administrator at your organization. If that team of users is unable to assist you they will forward your request to the Foothold Technology Help Desk within AWARDS for resolution.
Unable to reach the AWARDS login page?
If your organization is unable to access the login page for AWARDS, please take a moment to complete the troubleshooting steps outlined here prior to contacting us. To report database accessibility issues not addressable through the suggested troubleshooting methods, please contact us via email and we'll respond back to you as soon as possible:
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During standard business hours (9 AM to 5 PM Eastern, Monday through Friday) - helpdesk@footholdtechnology.com
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Outside of standard business hours - emergency@footholdtechnology.com
For all other AWARDS issues, please contact the Help Desk from within AWARDS rather than via email.
Are you an Implementation lead, AWARDS Administrator, or executive with questions?
Every Foothold Technology customer is assigned to an Implementation Consultant (IC) and a Senior Success Manager (SSM). These representatives from our Customer Experience (CX) team are here to guide you through all of the resources and support available to you as you continue to build out the best implementation of AWARDS at your organization. If you have questions about AWARDS functionality, expanding the use of AWARDS, or anything else AWARDS-related not covered above, please reach out to your IC or SSM and they will be happy to assist you!