This document describes how EduNav's support process works. It also includes our hours and contact information. We reserve the right to change our policies and processes by updating this document without notice.

Last update: 11/15/2021

Scope of EduNav support

EduNav support provides tier 2 and 3 technical and academic planning support to our clients. Our clients are responsible for tier 1 support, which we define as support for students, advisors, and other end users. While EduNav provides materials, FAQs, and other resources for tier 1 support, our clients are responsible for managing end user issues and requests.

Tier 2, or escalated support issues, will be submitted to EduNav by named individuals at the client. These individuals will also be the main points of contact for EduNav support to work with to resolve the issues. EduNav support is responsible for escalating issues to tier 3 (engineering).

Recommended approach for tier 1 support

Because of the nature of EduNav, our approach to support varies from traditional application support. The table below outlines our recommendations for tier 1 support, based on the type of user issue.

During initial launch, the client core team may serve as an interim point of escalation. For example, if a student has a question about a plan that the advisor cannot answer, the core team may want to review the issue, as the answer may be known, or it may be training related, before escalating to EduNav.

Recommended support process for plan or registration issues

If a student has a question/problem with either their plan or with registration, we recommend your institution follow this or a similar process.


What Happens


Student has a question about plans or registration, and goes to advisor
If the advisor can resolve the issue, they should.
If not, go to Stage 2.


Advisor brings the question to named EduNav contacts
If the named contact can resolve the issue, they should.
If not, go to Stage 3.


Named contact creates a ticket with EduNav
EduNav will work to resolve the issue, will communicate to the named contact as needed, and will let them know when the issue is resolved.


Named contact communicates resolution to advisor
If necessary, advisor closes loop with student

Contacting EduNav

  • For critical issues, clients should call EduNav support by phone as soon as possible, even before the ticket is created. If you do not call EduNav support, we will likely contact you by phone once we review the ticket.
  • For non-critical issues, EduNav support will respond via the ticket.

Tickets will be updated regularly as we work your issues.

Important: Clients must create the ticket. While this might seem like an annoyance, particularly for critical incident, it is vital that clients create tickets themselves. This is the only way to can be sure we have your full description of not only the incident, but also of its criticality to your institution. If you do not create the ticket, we will respond based on the understanding of the EduNav staff member who created the ticket, and this can lead to miscommunication and delays in resolution.

EduNav support by telephone

While we require tickets to be submitted online at, we understand some urgent issues are best discussed live. In these situation, please use the number below to contact us.

Important: This number is for named contacts only. We do not provide end-user support to students, advisors, or faculty. EduNav support will verify callers are authorized support contacts, and if not, will redirect callers to your institution’s help line.

Contact EduNav support by toll-free phone : (888) 764-2732

EduNav support hours

  • 9 AM-12 Midnight Monday-Friday, Eastern time
  • 6 AM-9 PM Monday-Friday, Pacific time

EduNav internal workflow

Once we receive notification of an issue, EduNav’s triage, support, and resolution process is as follows.



What Happens

Incident identified
EduNav receives notification of an incident via ticketing system (FreshDesk) or phone call
If the incident is received by any method other than above (e.g., email or informal notification by EduNav staff), the support engineer communicates with the appropriate client contact to let them know we received notice of the incident and request the client open a ticket.
Prioritization and categorization
EduNav support identifies the priority and severity of the issues (see below).
Initial diagnosis
Support identifies the nature of the issue. This may include reviewing logs to find error messages, identifying recent changes to the relevant components, configuration changes, etc.
Support escalates the issue based on its priority to the appropriate engineering department.
Investigation and diagnosis
The appropriate EduNav department (data analysis, engineering, dev ops, etc.) investigates the issue and provides either a fix or a time estimate for a fix.
Support monitors and updates the client via the support ticket.
Resolution and recovery
When engineering declares an issue resolved, support will verify.
Once verified, support notifies the client and asks the client to confirm.
If the client confirms, support updates the ticket.
  • If the issue is not resolved, support returns the issue to engineering and updates the ticket.
Incident closure
Once the issue is confirmed to be resolved, support
Closes the ticket (which the client can always re-open, simply by responding to it)
  • Compiles a root cause analysis report and sends to involved internal parties for review

Issue priority

EduNav support prioritizes incoming tickets based on the characteristics outlined in the table below, and escalates to the appropriate internal department. Response times listed are for initial response during business hours.

For P0 issues, EduNav has system monitoring in place, and our support and engineering teams will be notified immediately if an issue arises. While we will work 24X7 to resolve these issues, we will only communicate, except in extraordinary situations, during published business hours.

Priority Level


Response time

Escalation Path

Engineering resources

EduNav is down for all clients (whole system or major features are not working)
EduNav is down for a single client (whole system or major features are not working)
5% or more of eligible users are affected
15 min
Immediate notification of
All related engineering resources
Operations lead
CS team lead
VP of engineering

Some features for a particular customer are not available
1 hour
Same as above
Data Analyst
Less than 5% of eligible users are experiencing issues with some features
8 hours
Related engineering
Operations lead
CS representative
VP of engineering
Data Analyst
Irregular or minor issue not blocking the usage of a product
1 d
CS Team customer representative
Related Engineering
Product Manager
Data Analyst


*During published hours