Authorized ContactsAuthorized Contacts are designated individuals who serve as the primary communication link between your district and Infinite Campus. A strong internal support structure, anchored by well-trained Authorized Contacts, is essential to ensuring timely, secure, and effective support. Key components of your support structure:
Purpose and Importance of Authorized ContactsAuthorized Contacts are the only individuals permitted to initiate or manage interactions with Infinite Campus via the Support Case Portal or toll-free support line. This designation plays a critical role in:
Types of Authorized ContactsThere are two distinct types of Authorized Contacts, each with a specific role. Districts are responsible for selecting and training these individuals on local policies and product use. It is recommended that Authorized Contacts have the proper tool rights to effectively troubleshoot issues.
Authorized Contact AllocationTo ensure effective support and streamlined communication, Infinite Campus recommends the following contact structure for each district:
Additional Authorized Contacts may be approved based on the size of the district and the number of licensed add-on products. While expanding the list of Authorized Contacts can enhance support coverage and operational flexibility, access should be limited to those who require it. This approach helps safeguard sensitive data and reduces potential risk. Infinite Campus does not restrict who can be designated as an Authorized Contact. However, every user must be properly licensed to access and use our software.
Districts are not permitted to allow third parties to use or support our software without prior written authorization. If a third party intends to support a district using Infinite Campus, they must first complete a Limited License Agreement. This ensures compliance with our licensing terms and protects the integrity of our system.
To request access for a third party and initiate the Limited License Agreement process, please submit a “Modify Support Contact” case through the support portal. Finding Your District’s Authorized ContactsIf you're unsure who your district’s Authorized Contacts are:
Training Opportunities for Authorized ContactsTo effectively support your district and stay current with Infinite Campus functionality, Authorized Contacts are encouraged to participate in ongoing training and utilize available resources. Recommended Training Activities
Districts with a Campus Passport license have exclusive access to a full catalog of on-demand training via the Campus Passport Dashboard. Additional Learning Resources |
Security & Access
Authorized Contacts are established to protect your district's software, data, and student privacy. They are the only staff members authorized to submit questions, issues, and requests to Infinite Campus.
- Only Authorized Contacts may submit or manage cases.
- Unauthorized individuals will be redirected to their district’s Authorized Contact.
- In emergencies, a case may be created under an existing Authorized Contact.
- If a non-authorized staff member needs to join a support call, the Authorized Contact must coordinate and be present.
Important: Authorized Contacts must not share their login credentials or encourage non-authorized staff to contact Campus Support. This helps maintain secure access, protect sensitive data, and ensure that all support interactions are handled by trained, approved personnel.
Inactivity & Account Deactivation
To maintain security and proper access control, Authorized Contact accounts that remain inactive for 180 consecutive days will be flagged for deactivation. An account is considered inactive if it has not logged into the Support Case Portal, had a case created for them by Infinite Campus, or performed any case-related activities within the past 180 days.
Process for Account Deactivation
- Accounts are continuously monitored for activity.
- After 180 days of inactivity, an automated email will notify the Authorized Contact of a pending deactivation. The account will be deactivated if no activity occurs within the following 30 days.
- A reminder email will be sent midway through the deactivation period.
- A final notification will be sent one day before deactivation.
- If no login occurs after 210 days of inactivity, the account will be deactivated.
To restore access, an active Authorized Contact from the district must submit a "Modify Support Contact" case requesting reactivation.
When an Authorized Contact Leaves Your District
To maintain secure access to your district’s portal, submit a "Modify Support Contact" case when an Authorized Contact leaves the district. This ensures their account is properly deactivated and that only current, approved contacts can view and manage district information.