Support Structure

Technolutions offers a comprehensive array of service and support to our partners. Some representative methods of support include:

Fundamentals of Slate

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

Connect with the broader Slate Community, comprised of Technolutions staff, Preferred Partners, Community Moderators, and other Slate users, to learn, share, solicit answers and advice, and collaborate.

Community Conversations

Join Technolutions' staff members and members of the Slate community for our series of hyper-focused, loosely formatted, community support conversations. The purpose of these conversations is to provide dedicated support to schools at all phases of implementation on specific topics. We hope this community-based approach provides an avenue to not just learn from Technolutions' staff, but also to learn from the experiences of your colleagues at other institutions. Navigate to your Home Slate to register for an upcoming conversation.

Slate Showcase

Implementing schools have the ability to provision a Clean Slate environment that pulls from Slate's Showcase database. This environment displays examples of 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 Manager Implementation Calls

Each school is assigned a Client Success Manager to assist with an implementation. Client Success Managers will hold regular calls with the Slate Captains and act as a guide through the implementation process.

Primarily strategic in nature, the purpose of these implementation calls are to assist with the underlying thought process regarding the building of objects within Slate and to guide partners to the appropriate resources and functionalities as they seek to translate business processes into Slate. Implementation Checkpoint Calls can also take place in collaboration with a Technolutions Client Support Engineer, where the topic of the call focuses on a particular module required to implement Slate. Client Support Engineers are Slate subject matter experts and work closely with Client Success Managers to understand a partner's process in order to tackle more complex projects.

 

Service Desk Requests

In addition to all of the other resources provided, up to three 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."

 

1477687905_important.png 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.

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.

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