> ## Documentation Index
> Fetch the complete documentation index at: https://help.gostanna.com/llms.txt
> Use this file to discover all available pages before exploring further.

# General FAQ

> Frequently asked questions about using Stanna

## Getting Started

<AccordionGroup>
  <Accordion title="What is Stanna and who is it for?">
    Stanna is a customer success platform designed for CS professionals, directors, and leadership teams. It automatically tracks client health, sentiment, and interactions to help you:

    * Identify at-risk accounts before they churn
    * Automate follow-up tasks and workflows
    * Track revenue and renewal opportunities
    * Gain insights across your entire client portfolio

    **Best for**: B2B SaaS companies, agencies, and service providers with recurring revenue models.
  </Accordion>

  <Accordion title="How long does setup take?">
    Setup includes:

    * Account and team configuration
    * First integration (HubSpot, Intercom, etc.)
    * Initial data sync (time varies by data volume)

    Contact support through Settings or email [support@gostanna.com](mailto:support@gostanna.com) for assistance.
  </Accordion>

  <Accordion title="What integrations do you support?">
    **Current integrations**:

    * HubSpot (contacts, deals, activities)
    * Intercom (conversations, contacts)
    * Google Workspace (Gmail, Calendar)
    * Stripe (billing data)
    * CSV import for custom data

    Missing an integration? Email [support@gostanna.com](mailto:support@gostanna.com) with your request.
  </Accordion>

  <Accordion title="Can I import existing client data?">
    Yes, multiple ways:

    * **Integrations**: Automatically sync from connected tools
    * **CSV upload**: Use our template to bulk import clients
    * **Manual entry**: Add clients one by one
    * **API**: For custom integrations (Enterprise plans)

    We recommend starting with integrations when possible for ongoing sync.
  </Accordion>
</AccordionGroup>

## Account & Billing

<AccordionGroup>
  <Accordion title="What are the different user roles?">
    **CS Professional**:

    * Manages assigned client portfolio
    * Creates and completes tasks
    * Views client interactions and health scores
    * Limited to assigned accounts

    **CS Director**:

    * Full team and portfolio visibility
    * Team performance analytics
    * Can reassign clients and manage workflows
    * Advanced reporting features

    **Leadership (CEO/COO)**:

    * Executive dashboard with high-level KPIs
    * Strategic insights and trend analysis
    * Revenue and growth metrics
    * Cross-team visibility

    **Admin**:

    * All Leadership permissions plus
    * Workspace settings and integrations
    * User management and billing
    * Data export and security settings
  </Accordion>

  <Accordion title="Can I change my plan later?">
    Yes, you can upgrade or downgrade anytime:

    * **Upgrades**: Take effect immediately with prorated billing
    * **Downgrades**: Take effect at next billing cycle
    * **User changes**: Add/remove users monthly

    Contact [support@gostanna.com](mailto:support@gostanna.com) for custom arrangements.
  </Accordion>

  <Accordion title="Do you offer discounts for annual plans?">
    Annual plans include additional benefits:

    * **Priority support** and success manager
    * **Advanced features** like custom reports
    * **Free setup and training** sessions

    Contact [support@gostanna.com](mailto:support@gostanna.com) for current annual pricing.
  </Accordion>

  <Accordion title="What happens if I cancel?">
    * **Data retention**: 90 days after cancellation
    * **Export options**: Download all data before canceling
    * **Reactivation**: Easy to restart within 90 days
    * **No cancellation fees** or long-term contracts

    We also offer downgrades and pauses for temporary needs.
  </Accordion>
</AccordionGroup>

## Features & Functionality

<AccordionGroup>
  <Accordion title="How does health scoring work?">
    Our AI analyzes multiple factors to create a 0-100 health score:

    **Communication patterns** (40%):

    * Response times and frequency
    * Email sentiment analysis
    * Meeting attendance and engagement

    **Support activity** (25%):

    * Ticket volume and severity
    * Resolution times
    * Escalation patterns

    **Business indicators** (25%):

    * Payment history and timing
    * Contract renewal proximity
    * Usage patterns (if integrated)

    **Relationship depth** (10%):

    * Stakeholder engagement
    * Strategic vs tactical conversations
    * Executive involvement

    Scores update daily and improve accuracy over time.
  </Accordion>

  <Accordion title="Can I customize health scoring?">
    **Current customization**:

    * Manual sentiment corrections
    * Custom client tags and segments
    * Industry-specific weightings

    **Enterprise features**:

    * Custom scoring algorithms
    * Industry-specific models
    * Integration with your product analytics

    Contact us about custom scoring for your business model.
  </Accordion>

  <Accordion title="How accurate is sentiment analysis?">
    Stanna's sentiment analysis improves over time with your corrections.

    **What it analyzes**:

    * Email content and tone
    * Support ticket language
    * Meeting notes and summaries

    **Improvement tips**:

    * Correct obviously wrong sentiment scores
    * Add context notes to interactions
    * Include industry-specific terminology in settings

    The AI learns from your corrections to better understand your business context.
  </Accordion>

  <Accordion title="What kind of tasks can be automated?">
    Stanna can automatically create tasks based on:

    **Risk triggers**:

    * Health score drops below threshold
    * No interaction in X days
    * Negative sentiment spike

    **Renewal workflows**:

    * Schedule QBR 90 days before renewal
    * Create renewal prep tasks 60 days out
    * Set contract negotiation reminders

    **Engagement patterns**:

    * Follow up after no email response
    * Schedule check-in after support tickets
    * Create expansion tasks for healthy accounts

    **Custom rules**: Enterprise plans can create custom automation rules.
  </Accordion>
</AccordionGroup>

## Data & Security

<AccordionGroup>
  <Accordion title="How secure is my data?">
    Security is our top priority:

    **Infrastructure**:

    * SOC 2 Type II compliant
    * Data encrypted at rest and in transit
    * Hosted on AWS with 99.9% uptime SLA

    **Access controls**:

    * Role-based permissions
    * SSO integration available
    * Audit logs for all actions

    **Data protection**:

    * GDPR and CCPA compliant
    * Regular security audits
    * Employee background checks

    See our [Security page](https://stanna.io/security) for detailed information.
  </Accordion>

  <Accordion title="Who can see my client data?">
    **Within your workspace**:

    * **CS Professionals**: Only assigned clients
    * **CS Directors**: Full portfolio view
    * **Leadership**: Portfolio analytics, not detailed interactions
    * **Admins**: Full access to manage workspace

    **Stanna employees**:

    * **No access** to your data without explicit permission
    * **Support access** only when you grant it for troubleshooting
    * **Anonymized analytics** to improve the product (opt-out available)
  </Accordion>

  <Accordion title="Can I export my data?">
    Yes, multiple export options:

    **Self-service exports**:

    * Client lists and profiles
    * Interaction histories
    * Task and activity reports
    * Health score trends

    **Full data exports**:

    * Complete database export (Admin only)
    * Available in CSV, JSON formats
    * Includes all historical data

    **API access**: Enterprise plans include full API for custom exports.
  </Accordion>

  <Accordion title="How long do you keep my data?">
    **Active accounts**: Data retained indefinitely while account is active

    **Canceled accounts**:

    * 90 days retention for easy reactivation
    * Export available during this period
    * Complete deletion after 90 days

    **GDPR requests**: Immediate data deletion upon request

    **Backups**: Encrypted backups kept for disaster recovery (30 days max)
  </Accordion>
</AccordionGroup>

## Usage & Best Practices

<AccordionGroup>
  <Accordion title="How many clients can I manage?">
    No hard limits, but recommendations by role:

    **CS Professional**: 15-30 clients for optimal attention
    **CS Director**: 50-100 client portfolio oversight
    **Enterprise teams**: Unlimited with proper team structure

    Our pricing scales with team size, not client count.
  </Accordion>

  <Accordion title="How often should I check Stanna?">
    **Daily routine** (15 minutes):

    * Review at-risk client alerts
    * Complete due tasks
    * Scan overnight interactions

    **Weekly review** (30 minutes):

    * Portfolio health analysis
    * Upcoming renewal preparation
    * Team performance review (Directors)

    **Monthly deep-dive** (1 hour):

    * Strategic account planning
    * Health score trend analysis
    * Workflow optimization
  </Accordion>

  <Accordion title="What if I have multiple products/teams?">
    **Multiple workspaces**: Separate client portfolios by product/team
    **Cross-workspace analytics**: Enterprise feature for consolidated reporting
    **Shared clients**: Tag and segment clients across multiple offerings
    **Role flexibility**: Users can have different roles in different workspaces

    Contact us to discuss multi-product setups.
  </Accordion>
</AccordionGroup>

## Still Have Questions?

<CardGroup cols={2}>
  <Card title="Contact Support" icon="envelope">
    Email [support@gostanna.com](mailto:support@gostanna.com) for specific questions about your account or technical issues.
  </Card>

  <Card title="Request Feature" icon="lightbulb">
    Have an idea for improvement? Send it to [support@gostanna.com](mailto:support@gostanna.com) - we read every suggestion!
  </Card>
</CardGroup>