Service & Subscription
Service that's part of the platform
eMembership isn't just software you buy. It's an ongoing relationship with a US-based team that works exclusively on union technology, with releases, patches, and operational support included in the annual subscription.
20+
Years serving labor unions
55+
Local union clients
100%
US-based support team
24/7
Application hosting
How service works
One subscription. Everything that keeps the platform running.
When a union local subscribes to eMembership, they're not buying a license and then renegotiating for every release, patch, and training session. Application updates, operational support, onboarding, documentation, hosting, and direct access to a named Project Manager and Account Manager are included in the annual subscription. Some clients also choose to add extra operational hours or custom development on top of that baseline. The cards below describe what every eMembership client receives by default.
What's included
Everything that comes with your eMembership subscription
Six categories that cover the full operational relationship, from platform updates to the people you'll work with day to day.
Application updates
Releases included with your subscription
Feature releases ship throughout the year, bringing new capabilities and platform improvements to every client at no extra cost. Maintenance releases (patches and security updates) ship regularly with advance notice. Every release is staged to your test environment with a 30-day approval window. See recent releases ›
Operational support
48 hours per year
Each subscription includes up to 48 hours per year of operational support, provided at a rate of approximately four hours per month. That covers questions, additional training, data analysis, and data updates.
Onboarding and training
Eight hours, pre-launch
Winmill provides up to eight hours of eMembership training to facilitate onboarding and system adoption, delivered in one-to-two hour segments prior to go-live. Additional training at any later point comes out of the operational support hours.
Documentation
System guides and release notes
Basic documentation covers navigating the system, saving changes, working with tables, using controls, and similar operational topics. Every Enhancement Release ships with documentation of new features. Local-specific business process documentation is available under a separate quote.
Document storage
20 GB per implementation
Each eMembership implementation is allocated 20 GB of storage for documents and uploaded data, accessible from anywhere your members and staff use the platform. Additional capacity is available as needed at a published rate.
Hosting and helpdesk
24/7 hosting, US-based helpdesk
eMembership is hosted with 24/7 application availability, monitored continuously. The Winmill helpdesk operates 9 AM to 6 PM ET, Monday through Friday, staffed entirely by US-based team members who work exclusively on union technology.
Service level agreements
Response time commitments you can plan around
Targeted initial response times by severity, with service level credits applied when commitments are missed.
Severity
Definition of business impact
Initial response
Critical
System or application is down and inoperable in production. All work has stopped and the situation is causing a critical impact to business operations.
2 business hours
High
System or application is severely limited or degraded in production. Significant impact to parts of the business; the system interrupted but recovered, with high risk of reoccurrence.
8 business hours
Medium
A problem in production with limited impact to business operations and for which there is a workaround.
3 business days
Low
General questions or nice-to-have features with no direct impact on business operations.
2 business weeks
Business hours are 9 AM to 6 PM ET, Monday through Friday. Service level credits apply if a commitment is missed: one credit equals 3% of the affected monthly fees, capped at 33% of the monthly total.
Who you'll work with
Every client gets a Project Manager and an Account Manager
From day one, your local is assigned at least one Project Manager and one Account Manager. They handle onboarding, coordinate every release into your environment, and serve as direct points of escalation. Combined with the Winmill ticketing system, that means every operational question has a named owner. Custom development, additional modules, and local-specific business process documentation sit outside the subscription and are quoted individually when needed.
All releases included in subscription
30-day test approval on every release
24/7 application hosting
US-based helpdesk, 9 AM to 6 PM ET
Service level credits if commitments missed
Want to walk through the service relationship?
Book a short intro call with David Stone. We will walk through what's included in the subscription, how releases land, and how the operational relationship works once your local is live on eMembership.
Book an Intro Call