What to Expect
Support is available for current and prior versions of Infinite Campus, provided your platform meets minimum operating requirements and your request falls within our Scope of Support. Every Campus site is unique, and so is every support request. Our team investigates each case individually to provide solutions that align with your district’s specific configuration and needs. In some cases, if a fix has already been released, Support may recommend updating to the latest Campus version.
Security & Authorized Access
Security is a top priority. To protect your district’s data and privacy:
- Only Authorized Contacts may initiate or manage support cases.
- We do not provide private information or make site changes for unauthorized individuals.
- Any data change requests must be confirmed in writing by the Authorized Contact on the case.
Site Access & Data Handling
Support staff may access your site at the admin level to replicate and troubleshoot issues. All team members are FERPA-trained and handle your data with care. Written permission is required before making any changes to your site.
Support Teams & Expertise
Campus Support
Located at our national headquarters in Blaine, Minnesota, Campus Support is more than just a help desk—it’s a career destination. With an average team tenure of over six years, our team brings deep expertise, dedication, and a customer-first mindset to every interaction. Watch a short video introduction to our team.
We are committed to doing the right thing by delivering real solutions, not just closing cases. Here’s what you can expect when working with Campus Support:
- Direct access via our secure Support Case Portal or toll-free number
- Virtually no hold times, no scripts—just real conversations with real people
- Expertise across key product areas
- A relationship-focused approach that prioritizes collaboration and long-term success
Our team is committed to professional development and holds certifications in:
- Infinite Campus Fundamentals
- Customer Service Certification
- HDI Industry Certification
Awards & Recognition
- Best Service and Support Culture – 2024, 2019
- Best Service and Support Manager – 2020
- Best Service and Support Organization – 2019, 2013
Campus Support Hours
- Monday–Friday: 6:00 a.m. – 6:00 p.m. Central Time
- 24/7 Hosting Support is available for outages
Observed Holidays
New Year’s Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Thanksgiving, the day after Thanksgiving, Christmas Eve, and Christmas Day.
Response Times
We prioritize responsiveness and quality. During business hours, our target response times are:
Priority | Response Time | Example |
Critical | Within 1 business hour | Campus software is not operational |
High | Within 4 business hours | Inability to perform a time-sensitive task |
Medium | Within 1 business day | Functionality is affected but usable |
Low | Within 2 business days | General questions or advice |
Over 99% of critical cases are responded to in less than one business hour, and the average response time for all cases is under three business hours. Over 75% of submitted cases are medium priority. The average wait time for callers in the support line queue is under 15 seconds, ensuring quick and efficient assistance.
Partner Support
Support is also available through our Channel and ESA Partners across the country, offering localized expertise and assistance.
Reaching Campus Support
The Campus Support team collaborates directly with Authorized Contacts via our Support Case Portal or toll-free number to address issues and resolve complex inquiries. Authorized Contacts are designated to protect district and student data. If you’re unsure who your district’s Authorized Contacts are, please reach out to your Infinite Campus technical team or check your district’s login page under the Help section.
Case Submission Process
The Support Case Portal is the primary channel for Authorized Contacts. The Support Case Portal elevates collaboration by empowering Authorized Contacts to:
- Submit and manage cases.
- Communicate with Infinite Campus.
- Access case history and all cases for their district.
Instructions for submitting cases are available on Campus Community.
Phone Support Process
For urgent issues, please submit a case first, then call to expedite the resolution. Our phone system uses the case number to route your call to the assigned case owner. If they are unavailable, it routes to another available Advisor.
Phone Menu Options
- Press 1: Existing case
- Press 2: New issue
- Press 6: Add-on products - Food Service, Fees, FRAM, Online Payments, Finance, School Store, Activity Registration
- Press 8: Report an outage (24/7 assistance for Campus Hosted customers)
Security Reminder
- The toll-free support number is provided only to Authorized Contacts and is not published online or in documentation. It is displayed when submitting an outage case via the Support Case Portal.
- Please do not share this number with non-authorized individuals.
- In some cases, we may request that a caller submit a written note on the case to verify identity and confirm authority for configuration or data changes.
- Login sharing is prohibited to maintain system integrity and confidentiality.
Customer Communications Process
At Infinite Campus, we proactively communicate with our customers through email, Campus Community, and status notifications to keep Authorized Contacts informed—often before a case is submitted. These updates include early awareness of known issues, investigation status, and relevant guidance.
If your district is experiencing similar symptoms to a known issue, we encourage you to submit a case. A follow-up phone call is not necessary. Submitting a case helps us accurately assess the scope and impact across districts, allowing us to respond more effectively and efficiently.
Staying Informed
- The Status Notifications page in the Support Case Portal is hosted outside the Infinite Campus network. Even if Campus Community is temporarily unavailable, you can still view updates via the Status Notifications page.
- Campus Community News and Announcements Forum to provide information about scheduled maintenance and ongoing incidents. These channels are available to both Authorized and non-Authorized Contacts.
- In some cases, email notifications about ongoing incidents may also be sent directly to Authorized Contacts.
Note: The Infinite Campus Support email inbox is not monitored. Please reply within the Support Case Portal for any case-related communication.
Customer Satisfaction Surveys
At Infinite Campus, we are committed to delivering exceptional support, and your feedback plays a vital role in helping us achieve that. We use a customer satisfaction survey tool to gather insights from those we serve, intending to exceed a 95% satisfaction rate. We are proud to report an average satisfaction rate of over 98% for 2024.
How It Works
- A short, automated survey is emailed to Authorized Contacts when a support case is closed.
- Every closed case is eligible to ensure a fair and balanced feedback loop, but no more than one survey is sent per customer every 30 days.
The survey takes just a moment to complete and lets you rate your experience in five key areas: Courtesy, Knowledge, Timeliness, Quality, and Overall Service.
If you prefer not to receive future surveys, you can easily opt out using the Opt-Out link included in the survey email.
Your Feedback Matters
Every survey response is reviewed and is used to:
- Recognize outstanding service
- Coach team members
- Continuously improve your experience
We also share high-level survey results on our corporate website, so you can see how we’re doing.
Thank you for being an Infinite Campus customer. We’re committed to doing the right thing and look forward to supporting your district.
