Hanover CRM

Services & Expectations


To Deliver Exceptional Service and Unparalleled Support


Customer Support 

Hanover CRM is an industry-leading software for dozens of VISA sponsors, recruitment agencies and cultural exchange organizations. Each organization subscribes to administrator licenses of the software, which come with some foundation and optional services. Below outlines what you can expect as a subscriber to Hanover.

Customer Support Team

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Aly B

Product Owner 


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Becky E

Community Manager


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Guy R

Head of Quality Assurance


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Jon O

Operations Manager 


Support Triage and Prioritisation

All potential bug tickets should be reported to moc.mrcrevonah%40troppus.
You will be provided with a unique reference number for future correspondence on the issue.
At Hanover CRM we strive to respond to critical and high-priority bugs in a timely manner. As a result, we triage bugs carefully to ensure that we can prioritise the resolution of issues based on their importance to our clients. The below information describes our triage process.

Critical Issue

For it to be considered a critical bug it must meet one of the following criteria:
● Your Hanover CRM instance is down, it cannot be accessed by all users● It is determined that one of the following functionality elements is non-functional for all users of a specific Hanover instance, or across multiple Hanover instances;- Host/Partner/Participant Registrations- Host/Partner/Participant Log-in- Placements- Contracts- Training Plans- Monitoring and Evaluations- Payments/Invoicing- SEVIS Batching- Automations

Resolution Time: 95% resolved within 3 business days

High Priority Issue

For it to be considered a high priority bug it must meet one of the following criteria:
Bugs that do not meet critical level criteria but...● Exist across Hanover instances● Disrupt day-to-day operations for multiple clients, with no clear workaround within Hanover● Affect multiple users or all members of a specific user group (e.g partners)
Examples; - Unable to email/text users- The Open Positions List is not locked for placed participants- URLs are not working as expected

Resolution Time: 95% resolved within 7 business days

Medium Priority Issue

For it to be considered a medium-priority bug it must meet one of the following criteria:
● Impacts a specific client's day-to-day operations● Affects multiple users (at least 3) within the instance● The module does not fully meet its specified function, but a workaround can be adopted to continue day-to-day operations
Examples;- A dashboard component is displaying the wrong information- Unable to add Host Portal filters

Resolution Time: As capacity permits (>10 business days)

Low Priority Issue

For it to be considered a low-priority bug it must meet one of the following criteria:
● Affect specific individual users● Are related to the styling/UX of a feature
Examples;- Incorrect content is displayed for a specific participant/host - A link appears in a participants' documents panel- Buttons/content are misaligned





Resolution Time: As capacity permits (>15 business days)



Support Retainer and Optional Additional Services

What is a Support Retainer?

Having a retainer with Hanover means establishing an ongoing agreement where our team provides a set amount of time and expertise each month to maintain, update, and improve your Hanover instance. This arrangement ensures that your Hanover instance stays current with the latest technologies, security updates, and feature enhancements, providing continuous support and rapid response to any issues that may arise.

How it works

The retainer is a minimum 30-hour commitment compromising 3 x 10 hr monthly retainers, costing $3,600 USD. You will receive...● Your own dedicated Asana board to add suggestions or tickets to your backlog● A monthly meeting with a client/developer lead to discuss your needs● Delivery of the agreed monthly developer hours to support your Hanover instanceMore developer hours can be purchased at a rate of $120 USD per hour (to be reviewed annually).

Examples of typical retainer tasks

● Development of small feature enhancements you may require● Expedite the resolution of low priority system issues● Utilised for any remaining project tasks if all project resources are maxed out● Post-development issues that are categorised as tech debt● Ongoing tasks/upgrades related to previously commissioned features● Consult on technical questions about Hanover CRM and how it may link to your business.● Additional onboarding support● Creation of training materials for admins and end users (such as videos and guides)
The retainer model offers predictability in costs and access to a dedicated professional who is familiar with your Hanover instance, ultimately helping to enhance your user experience and tailor your Hanover CRM to meet your unique business requirements.

“Using a Hanover retainer agreement allowed us to extend Hanovers base functionality to meet our specific business needs! Having a dedicated project manager and developer really helped improve our business process and ship new features out the door quickly. We also find the ongoing touchbase with the Hanover team, through our retainer, very helpful, as we’re kept aware of developments on the horizon.”

- American Immigration Council.

  • Foundational Services

    Your monthly Hanover CRM subscription provides you with:● Initial onboarding and training sessions with the Hanover CRM team● 24/7 access to your instance within the Hanover CRM system● Access to the platform based on the package you have subscribed to● Ongoing development releases provided by the Hanover CRM team● Access to our extensive knowledge base● Access to a community management infrastructure with: - Support to resolve high-level bugs within the software - The opportunity to provide feature ideas to be considered for future developments

  • Additional Optional Services

    Training WorkshopsFor new staff members or as refresher training for current staff we can offer full or half-day workshops with our Hanover team. Our Community Manager will create a topic list for your training and set a date for delivery.
    Workshops are offered at a rate of $500 USD for a half-day session or $1000 USD for a full-day session.

    Hanover Plus ProjectsCustomers can commission bespoke Hanover feature developments to meet their specific business needs. Costing and delivery timeline will vary depending on complexity, developer capacity and feature requirements. a variety of payment methods. We accept cash, checks, and the majority of credit cards such as Visa, MasterCard, and American Express.

A cultural exchange CRM solution, specialising in global placements. Brought to you by Cleversteam.


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Created by Cleversteam.

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A cultural exchange CRM solution, specialising in global placements. Brought to you by Cleversteam.


Follow Us

Created by Cleversteam.

All rights Reserved