OverviewYour district's Authorized Support Contacts work with the Campus Support Team to resolve issues and discuss complex technical questions. End users look to these individuals for advice, troubleshooting assistance, and interpretation of district policies and procedures as they relate to Infinite Campus software. Each district may designate two Authorized Support Contacts (and one Technical Contact); more may be added depending on the number of Premium Products purchased (see Updating Contacts below). Training opportunities for new Support Contacts It is the customer's responsibility to train their new authorized contacts. Authorized contacts go through Introduction to Support. It is highly recommended that contacts also complete the Mastering Campus training and participate in available trainings to stay up to date on the latest Campus enhancements. Also:
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Security
Authorized Support Contacts are established to protect your district's software, data, and student privacy. Along with Technical Support Contacts, they are the only staff members authorized to submit questions, issues, and requests to Infinite Campus Support. This ensures that Campus staff only investigate or make changes in your site at the request of authorized individuals. In most cases, unauthorized callers will be directed to reach out to the Authorized Support Contacts at their district. If the authorized contact would like another individual on the call, it is expected the authorized contact be present on the call and engaged in the conversation.
For security purposes, it is especially important that contacts not share their Campus Community logins with other users or encourage non-authorized contacts to call Campus Support without being present on the call.
Responsibilities
Authorized Support Contacts serve as points for Infinite Campus product issues. As such, they will:
Troubleshoot
- Troubleshoot Infinite Campus related issues with end users
Utilize resources
- Visit the Campus Community Knowledge Base to review documentation
- Attend product training sessions offered by Infinite Campus
- Read product release notes posted on Campus Community
- Determine training needs based on the type and frequency of issues being experienced and reported by end users
Qualify the issue
- Gather information to provide Campus Support with replication steps and detailed issue descriptions
Contact Campus Support as needed
- Submit issues and requests via the Support PortaI
- Phone Campus Support to follow up on emergency issues or service requests
- Respond to Campus Support on open cases (See Working with Cases)
Who are My District's Authorized Contacts?
If you’re unsure who your district's authorized contacts are, reach out to the individual that you go to for Infinite Campus help and ask them who they escalate issues to; that group or individual can clarify who your district’s authorized contacts are. If you are not sure who to go to for Infinite Campus support, many districts have contact info listed on their Infinite Campus login page under Help.
Authorized contacts: Consider helping your users out by ensuring the Help option is enabled on your district's login screen and details who your district’s authorized contacts are and the best way to reach them.
Updating Contacts
If an Authorized Contact needs to be added, edited, or replaced, an Authorized or Technical contact may submit a "Modify Support Contacts" case. Your Client Relationship Manager will assist in updating Contact information. Authorized contacts, you can view who your district currently has listed as contacts and submit a "Modify Support Contacts" case in your support portal: see Account and Contact Information.
If your district for some reason does not have any authorized contacts at all (this is rare, but can occur due to turnover), your district can contact your Client Relationship Manager to establish contacts.
