ACCOUNT
Why do I need an email address?
A new Saphyte user is required to have a valid email address. We will use this email address for authentication purposes when sending you your login credentials, important notification emails from Saphyte, password recovery, and for other mailing purposes.
Where can I see the information about my subscription?
To view your Saphyte subscription status and billing information, you can log in to your workspace and go to the Admin tab >> System Menu >> Billing >> Overview. Any billing-related information will be available in this tab.
Can I change my plan at any time?
Absolutely. Saphyte is a pay-as-you-go service. You can downgrade, upgrade, or even cancel your subscription at any time. Just go to the 'Billing' section under the 'Admin' tab and manage your plans.
I have subscribed to a plan however, I did not receive any confirmation that my subscription is successful.
If you have not received any confirmation email within 5-10 minutes after signing up, it may have been redirected to your spam or junk folder. You can change your email settings and label emails from Saphyte as 'Not Spam' so it will be directed to your inbox the next time. If this solution does not work, please contact support@saphyte.com.
How do I reset my password?
You can change or reset your password at any time by clicking on the "Forgot Password" option on your workspace log-in page. Enter your registered email address and a password reset link will be sent to your email. Click the link and enter your new password. Click on the submit button and you will receive a confirmation message once your password change is successful.
I want to change the date and time settings of my CRM. How do I do that?
Under the Admin section, go to 'My Profile'. On the 'General Information' section, you can select your timezone by clicking the drop-down list labeled 'Timezone'. Click on the Save button once done to reflect the changes.
What will happen to my account if I have not used it for a long time?
If you have not logged in and actively used your workspace in 90 days, your account will be identified as 'Dormant' and your workspace will then be deactivated and all the data in your workspace will be deleted.
What is a Dormant Account?
Your account will be identified as 'Dormant' if there is no log-in or active usage in 90 days.
BILLING
How will I receive the invoice for my account?
An electronic invoice will be sent to your registered email address every end of your billing cycle. Invoices are due for payment within ten (10) business days upon receipt. You can also download your invoices from your workspace by going to your Billing settings and clicking on the 'Invoices' tab.
How does your billing cycle work?
Your billing cycle starts from the date of sign-up and will complete a full 30 days. For example, your subscription starts on November 20, then your billing cycle will run from November 20 to December 20.
How does the subscription plan work?
Saphyte plans are available on a monthly basis or a yearly commitment.
How soon will my account be reactivated after payment?
As soon as your payment is updated and the pending bill is collected, your account will be reactivated immediately.
FREE TRIAL
My free trial is now over. Can I extend my trial period?
"We know that it takes time to decide on the perfect tool that you will use for your business.

If you need more time to explore our Saphyte CRM and deepen your experience with our product, you can send your request to support@saphyte.com to extend your trial period."
Am I locked into a contract?
Saphyte plans are flexible. We have two types: monthly and yearly. If you choose the monthly plan, you could opt-out anytime you want. If you choose the yearly plan, you have to sign up on a contract.
What happens after my free trial expires?
After the 30-day free trial, you will have the option to upgrade your plan into a paid subscription. Otherwise, it will automatically be downgraded to the free plan.
How does the free trial work?
You will be able to try out the plan that you have chosen for 30 days. You can switch your plan in between the trial period so you can compare the features of each plan and discover its functionality. This will help you choose which plan would be the most suitable for your business processes.
How do I start my free trial offer?
To get started with your free trial, you can visit our website www.saphyte.com and click 'Get Started'. You will be asked to fill out all the required information to complete the onboarding process. Upon completion, it will direct you to the login page. Sign in using your log in credentials to access your workspace. As easy as that and you can start enjoying Saphyte features right away.
PARTNERSHIP
What is Saphyte Partners Program?
Saphyte Partnership Program is designed for customer-focused individuals and service providers. We offer partner tiers with varying levels to align with your business strategy and to empower you to grow with us and drive opportunities for joint success.
How do I become a Saphyte Partner?
The first step to becoming our partner is to sign up for our registration form. One of our Partnership Consultants will reach out to you to assess your eligibility and to further discuss your requirements and expectations on this partnership.
What are the benefits of becoming a Saphyte Partner?
There are different benefits you can get depending on the partnership model you choose. We currently have three partnership models:
  1. Referral
  2. Sales
  3. Full Solutions

Click on each link to know more information about the Partnership Program.

I referred or sold someone Saphyte before joining the program — can I get credit now?
Commissions are calculated based on the number of prospects that are successfully converted into a paying customer bearing your unique tracking link. Without a tracking link, we cannot consider it as a valid sale.
How can I advance from one tier to another?
We offer different tier structures and you can advance to another level depending on some qualifiers e.g sales performance, marketing strategy, and business initiatives. For more details on how to move to the next tier, click here.
How can I prove that I am an official Saphyte Partner?
We will provide you with a Reseller Certificate as a proof that you are an authorized Channel Partner.
Is an agreement required to become a Saphyte Partner?
Yes. The agreement serves as a mutual understanding of the expectations that you and Saphyte set. Agreeing to the terms and conditions of the partnership is a mandatory step before becoming Saphyte's Official Partner.
Does Saphyte impose a membership charge on its partners?
The goal of Saphyte's Partnership Program is to empower our partners to grow and attain joint success with Saphyte. We do not impose any membership charges. Our Partnership Program is free!
I am already a partner but I have questions. Where do I go?
We have a dedicated support team that is ready to support you 24/7 for any request or assistance related to the Partnership Program. Please send your inquiry at support@saphyte.com.
What type of organizations are best suited to become Saphyte's Full Solutions Partners?
Any organization is welcome to sell Saphyte Solutions but preferably, organizations with experience in selling technology and can understand the ecosystem of cloud- based software and SaaS model is best suited for this Partnership.
What are the different types of partnerships at Saphyte and its benefits?
Saphyte has three types of Partnership Program:
  1. Referral Partnership
  2. Sales Partnership
  3. Full Solutions Partnership
Each program has its exclusive benefits. The benefits increase based on your capabilities. Please review each Partnership Program so you can decide which one works best for you.
I want to refer customers but I don't want to sign up as a Sales partner?
No worries! We have our Saphyte Referral Partnership model that best fits your requirement. All you need to do is refer a customer and leave everything to us. If your referral is successfully converted as a paying customer, then you will receive a 10% recurring commission. Interested? Click here to sign up.
What is Saphyte's Referral program?
Saphyte's Referral Partnership focuses on lead generation and customer referrals. Earn by referring a paying customer to us and leave the rest of the work to us.
How will you identify that I am the one who referred the customer to you?
You will receive a tracking link that you can send to your customer referrals. This link will be used by your referrals to sign up for the 30 days free trial of the Saphyte CRM. This tracking link serves as your unique ID as identification that the referral is sourced by you.
When will I get my commission?
Your commission will be paid quarterly.
How should I invoice for my commission?
Saphyte will issue an attainment report to the Partner with invoicing instructions of the due commission. Once the invoice is received, Saphyte will provide due payment based on payment terms specified on the Reseller Agreement.
What if I need support with a Customer prior to Implementation?
We have our Channel Team to assist you should you need any support. You can contact our Channel Team by sending an email to partners@saphyte.com
Where do I access Partner's collateral?
Once you have successfully onboarded with us, you will receive an onboarding document that contains all the links to your Partner's collateral. You can also access the collateral from your Partner's Toolkit.
How does the Partner onboarding process work?
To be authorized as an official Channel Partner of Saphyte, you will have to go through 4 simple steps:
  1. Sign Up to become our partner
  2. We will evaluate your eligibility
  3. Once you are eligible, you will sign an agreement with us
  4. Congratulations! You will receive an onboarding document stating all you need to do to begin our partnership journey.
PRICING AND PAYMENT
What happens if I fail to pay my subscription?
If we are unable to collect your payment on your due date, you are given a grace period of 10 days to update your billing info and complete your payment. Failure to do so, we will automatically downgrade your account to the free plan, and you will not be able to use the features available on your paid subscription.
How can I change my payment settings?
Please follow these steps to update your card information:
  1. On the Admin section --> click on Billing tab --> click on Payment Information --> Click on ""Update"" under the Card Information section.
  2. Confirm your card billing address and then click continue.
  3. Enter your new card information.
  4. Click on Pay now to save the changes.
Does your price include taxes?
For UAE customers: Starting from 1st of January 2018, Saphyte CRM system and services shall be subject to a 5% value-added tax in compliance with the law mandated by the UAE Federal Tax Authority.

For non-UAE customers: The price is inclusive of tax.
What are your plans and how much do they cost?
To view the complete list of plans and features, you can click on this link https://www.saphyte.com/pricing or visit our website and click on 'Pricing'. If you require a customized package, you can send us an email at support@saphyte.com for a quotation.
Are there any setup fees?
There are no setup fees or hidden charges. Our plans are straightforward - you get what you pay for.
Do I need to put my card details when I sign up for my free trial?
We do not require you to enter your card details when signing up for the free trial. Only if you choose to upgrade your subscription into a paid plan after your trial period that we will ask for your card details.
What payment methods do you accept?
We accept all major credit cards including Mastercard, Visa, Discover, and American Express. For offline payment, you can send your request to billing@saphyte.com.
REFUND AND CANCELLATION
What is your refund policy?
Should you find faults in our service anytime during the first thirty (30) days of usage, we would like to offer you choices to address your issue:
  1. We will provide you with full support to resolve your concerns. We will come up with a solution to fix your issues as soon as possible.
  2. However, if you are completely dissatisfied with our service, we will gladly offer you a full refund for your purchase. We do not coerce you to provide the reason, but we will be grateful if you would let us know why as this will help us better understand our customer's needs and expectations.

Please send a request to support@saphyte.com for your refund request.

Can I cancel my account at any time?
Yes. If you ever decide that Saphyte is not the best platform for your business, you can send an email to support@saphyte.com and we will cancel your account.
How do I cancel my subscription?
We are sorry to hear that you want to cancel your subscription with us. We would love to know if there is anything we can do to continue working with you.

However, if you are decided to proceed with the cancellation, please send an email to support@saphyte.com.

In order to avoid future charges, the cancellation form must be filled out thirty (30) days in advance. You will have the option for our services to run until the end of your billing cycle or cancel our services immediately.
SECURITY
How secure is my data with Saphyte?
Your data is safe and secured. All data transmission is done via TLS/HTTPS and all database connections are done via private networks.
Where is my data stored?
All our data centers are located in secure locations across central Europe, mainly Frankfurt, Germany.
This will be extended to more regions (Asia, America, etc.) over time to provide more availability and better performance.
Who owns my data?
You own your data. You can request a dump of all the information and you can request deletion of everything as well.
Saphyte only stores statistical and usage information about your data to keep improving the systems and services that we provide.
This includes but not limited to:
a) Total count of user logins
b) Total count of active users (required for billing purposes)
c) Total count of Contacts (Leads, Clients, Prospects, Companies...)
d) Total count of Media, Documents, and Storage Space (also important for billing)
e) Total count of automated processes (Workflows)
f) Total count of Forms
How safe is my personal and client's information with Saphyte?
Saphyte is GDPR compliant. Your data are stored in our secure data centers. Saphyte only implement secure connections, where all information is encrypted.
What happens if my access (e.g. device used) gets stolen or lost?
It is very important for the user to immediately change their password the moment they realize their Saphyte CRM access has been lost or stolen and notify our team for this instance by sending us an email to legal@saphyte.com.
What is your privacy policy?
Saphyte is committed to complying with the data protection principles and all relevant provisions of the Regulation (EU) 2016/679 (the General Data Protection Regulation). Please visit our detailed privacy policy at https://www.saphyte.com/legal.
How do I control what my users (employees) can access?
You can control the types of access you want to provide to your team such as create, update, read, and delete by setting up their roles under Admin > Roles tab. This means that you can control what each of your users can view and what they can perform on the system.

**By default, the "Superadmin" role will have access to all the modules.
SUPPORT
If I have any issues or inquiries regarding the product, how can I get in touch with the support team?
For any issues or enquiries, here are many ways to reach our Support team 24/7:
  1. You can reach our Support Team via hotline 800-569422.
  2. You can go to the Saphyte website and click the 'Contact' tab. Fill out the form with your information and inquiry.
  3. You can send an email to support@saphyte.com
  4. For non-UAE customers, please call +971 4 886 8716
  5. Live chat support is available on our website
  6. You can reach out to your Account Manager
What training and support does Saphyte CRM offer?
We provide training during implementation and 24/7 support. Also, we provide a self-help portal called the Knowledge Center which is a repository of all in-depth Saphyte CRM-related information including quick guides, video tutorials, and best practices. You can also contact our Support Team via email at support@saphyte.com
TECHNICAL
Does Saphyte CRM work on my mobile device?
Yes, Saphyte app is now available for both iOS and Android users. Visit your App Store/Playstore to download the app.
What are the web browsers supported by Saphyte?
A supported web browser is required to fully enjoy using Sapyhte and maximize its functionality.

The following web browsers are supported according to hierarchy:
  • Google Chrome
  • Mozilla Firefox
  • Opera
  • Microsoft Edge
  • Brave
Now that I already have your product, how do I install it?
Saphyte is a cloud-based system that is operated virtually and that means there is no need to install it in your physical computer. All you have to do is access your build URL using a supported web browser, then sign in and start working using Saphyte CRM.
Is Saphyte available in different languages?
Currently, Saphyte platform runs in English language only.
I'm experiencing slowness on the Saphyte CRM.
In this case, you may try the general troubleshooting tips below:
  1. Clear your browser cache
  2. Log out from your account and log back in.
  3. Check the browser you are using and make sure that it is one of the supported browsers by Saphyte.
  4. Make sure the browser you are using is up-to-date.
  5. If you are accessing from a Mobile App, try uninstalling and reinstalling the app (make sure it is up-to-date).
  6. Check if you are connected to the internet and check your internet speed.
  7. Restart your computer or device.
Note: If none of these steps solves the issue, please reach out to support@saphyte.com for further assistance.
THIRD PARTY INTEGRATIONS
Can Saphyte be integrated with any existing web application, mobile application or any other third party system?
Yes. Saphyte is capable of integrating external applications into its system.
Which systems/applications can be integrated into Saphyte?
Any system or application which has an API or a way to access the system information (e.g. reporting interface), any system which can POST updates or push information to external systems.
Which data can be integrated?
Any information regarding but not limited to: Leads, Prospects, Customers, their personal information, address information, their appointments; Opportunities/Deals information, price, estimated closing date, descriptions; Companies list with their information; Marketing Campaigns.

In general, anything you can create on the system, you can integrate it with Saphyte. If there is any additional information which is not part of the system, it can be added through custom fields. (Please refer to the custom fields types).
Can Saphyte have custom dashboards or custom analytics with specific requirement data?
Yes, any additional functionality which is not part of the current system can be implemented but they will be treated as a special custom software requirement.

These special cases need to be handled by a Business Relationship Manager and needs to be analyzed case by case since they represent huge development efforts and costs.
WORKSPACE
Can I change my workspace name?
Yes. This is possible as long as your new workspace name is available and doesn't have any duplicate in the system. To request to change your workspace name, please send an email to support@saphyte.com.
How long will it take to change my workspace name?
Change of workspace name takes around 3-5 working days.
Why is my workspace name not accepted?
There are certain rules that you need to keep in mind in creating your workspace name. If these rules are not met, your workspace name will not be accepted and you will need to try another workspace name.
  1. Cannot start with a number
  2. Cannot be a reserved name (e.g. containing Saphyte or Loyica)
  3. Must contain only letters, numbers, dashes, and underscores
  4. Must have a limit of 40 characters
  5. It must not exist for another client (no duplicates)
Do you support data migration?
We know that data migration could be overwhelming but Saphyte got you covered. We have the built-in functionality that customers can use to instantly upload bulk data. Moreover, our Implementation Team will assist you every step of the way in migrating all your data into Saphyte.

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