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.
|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|
- 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 support.edunav.com, 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.
|1||Incident identified||EduNav receives notification of an incident via ticketing system (FreshDesk) or phone call|
|2||Acknowledgment||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.|
|2||Prioritization and categorization||EduNav support identifies the priority and severity of the issues (see below).|
|4||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.|
|5||Escalation||Support escalates the issue based on its priority to the appropriate engineering department.|
|6||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.
|7||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.
|8||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)
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.
|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
CS team lead
VP of engineering
|Some features for a particular customer are not available||1 hour||Same as above||DevOps|
|Less than 5% of eligible users are experiencing issues with some features||8 hours||Related engineering|
VP of engineering
|Irregular or minor issue not blocking the usage of a product||1 d||CS Team customer representative|
*During published hours