FAQ
Frequently Asked Questions
Common questions about getting started, support, pricing, and how we handle your data. Don't see your question? Reach out to us.
Getting started
We already have a website. Can you migrate it?
Yes. We've done full migrations off legacy platforms like Anthology and AlumniMagnet, and migration is included in the build.
Do we have to be technical?
No. There's no coding involved. The site is fully editable through intuitive, drag-and-drop settings. Club leaders can send newsletters, set up donations and paid events, publish blog posts, and edit pages without any technical background. We build it, we train you, and we maintain it over time.
Support and continuity
What does "ongoing support" actually mean?
Continuous upkeep and site updates, live email-based support, and one 45-minute live session every month for changes, redesigns, and questions.
What if we need help outside the monthly session?
Email support is always included, and additional live sessions are available for a set fee.
What's your turnaround time on support requests?
2–3 business days.
Our board rotates every year or two. What happens then?
This is the problem we're built to solve. Boards rotate; we don't. No lost passwords, no stranded site, no scramble to find whoever built it. We also share admin access with the university's alumni office.
Pricing and payments
Is there a contract term?
Plans are billed month to month. Reach out and we'll walk you through the specifics.
Who pays — the club or the university?
Either works. Clubs can contract with us directly, or the university can sponsor a network-wide rollout.
Are there payment processing fees?
Yes — the payment processor charges 2.9% + $0.30 per transaction on donations, dues, and ticket sales. That fee goes to the processor, not to us.
Ownership and data
Who owns our member data and content?
You do. Your member data, email lists, and everything published on the site — pages, posts, newsletters, event history, images — belong to the club, and are always available for export and hand-off to club or university leaders on request.
Who owns the domain?
The domain can be held by your university's technology office or by AlumniHero. If it's held by us and the site is ever cancelled, we transfer it to the club or university. You never lose the web address your alumni already know.
If we cancel, are we locked in?
No. Member data and email lists export to standard file formats that load into any other platform, your content comes with you, and the domain is yours. What stays with us is the site itself — its design, build, and underlying configuration. Rather than deleting it, we archive it, so it can be reactivated later if the club ever comes back.
Are the sites GDPR compliant?
Yes. Our sites are built to support GDPR obligations for clubs with members in the EU and UK:
Clear roles. The club is the data controller for its member data; we and our hosting infrastructure act as processors, handling that data only on the club's instructions and under a data processing agreement.
Member rights. Members can request access to, correction of, export of, or deletion of their personal data, and we support the club in responding.
Cookies and consent. Each site can be configured with a cookie banner and consent controls, so tracking cookies only load where the visitor has agreed.
Lawful international transfers. Data leaving the EEA or UK is covered by recognized transfer mechanisms: adequacy decisions, Standard Contractual Clauses, and the EU–US Data Privacy Framework.
Security and retention. Data is protected by administrative, technical, and physical safeguards, and retained only as long as needed to run the site or as required by law.
For university alumni offices
Will these sites follow our branding guidelines?
Yes, that's the default, not an upgrade. Send us your brand book and every chapter site conforms to it: your colors, fonts, logo usage, and naming conventions. Consistency across chapters is one of the main reasons alumni offices bring us in.
We have specific rules for official regional chapters. Can you work within them?
Yes, and we'd want to see them up front. Before we build anything, we review your alumni association's requirements, branding standards, chapter naming, use of university marks, gift and donation reporting, data privacy, and any required disclaimers or approvals.
Does the alumni office keep visibility once a site is live?
Yes. We share admin access with your office for every site we build.
Let's build a home for your club.
Tell us a little about your alumni club, and we'll show you what AlumniHero can do.
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