Technolutions offers a comprehensive array of service and support to our partners. Some representative methods of support include:
Fundamentals of Advancement
Our Fundamentals of Slate online courses are designed to allow users to register at any time to learn the core principles and foundational concepts of Slate at their own pace through interactive, online course content. These courses teach database decision-makers to build and maintain their institution's database.
Register for a Fundamentals of Slate course at any time, and access it for one full year from the date of registration.
Knowledge Base
Extensive documentation, guides, training videos, webinars, technical articles, and other relevant resources have been crafted and categorized within the Slate Knowledge Base. In addition to resources within the Knowledge Base, inline documentation is directly available within Slate and dynamically displays relevant articles.
Community Forums
Perhaps the best support resource for implementing institutions comes in the form of community support. A community forum has been created that allows schools to pose questions to the larger Slate community about best practices, tips and tricks, and other ways to empower advancement offices.
Slate Advancement Showcase
Implementing schools have the ability to provision a Clean Slate environment that pulls from Slate's Advancement Showcase database. This environment displays examples of advancement best practices within Slate, as well as how various elements may be configured.
Slate's Briefcase tool can be utilized to copy any data object from the Showcase environment into a production or test environment for further modification and customization.
Client Success Team
Each school is assigned a Client Success Team to assist with onboarding their Slate database. Client Success Managers act as a guide through the onboarding process. Client Support Engineers are Slate subject matter experts and work closely with Client Success Managers to understand an institution's process in order to tackle more complex projects.
Service Desk Requests
In addition to all of the other resources provided, up to 3 Slate Captains can submit a request to the Service Desk. Others on the team may be copied on the request. These requests are routed to the appropriate internal team for a resolution.
Requests should be written and submitted according to the following C-L-E-A-R instructions to assist Slate specialists with resolution:
| Categorize | Requests will be routed to specialists, so proper categorization will result in faster response times |
| List Examples and URLs | Requests should always include examples with full URLs that link to them. |
| Expected Behavior | Provide exactly what is expected or desired to happen. |
| Actual Behavior | Use specific terms to describe what is currently happening. |
| Rank | After submitting the request, rank it and click “Submit Priorities." |
|
The Service Desk exposes questions and requests to the entire company. This provides a direct line to specialists in areas where a particular set of skills is needed. |
Service Desk vs. Email Service Desk requests are routable, trackable, rankable, and updatable. An email to a Client Success Manager does not benefit from access to the comprehensive array of Technolutions resources and staff.