Technolutions offers a comprehensive array of service and support to our partners. Some representative methods of support include:
Slate Launchpad is where implementation truly begins. Slate Captains from each school are invited to New Haven, Connecticut or Portland, Oregon for a four-day training course that lays the foundation for implementing Slate. A team of Technolutions experts will guide them through the interconnected tools of Slate and help strategize ways of maximizing Slate’s versatility and customizability to meet individual institutional needs.
Extensive documentation, guides, training videos, webinars, technical articles, and other relevant resources have been crafted and categorized within the Slate Knowledge Base. In addition to resources within the Knowledge Base, inline documentation is directly available within Slate and dynamically displays relevant articles.
In the Slate Community Forums, users may ask questions, share best practices, and solicit answers and advice from the broader Slate community. Slate is in a constant state of evolution with continuous enhancements published throughout the year. Our feedback portal allows for bidirectional communication about Slate features and functionality. The development roadmap is shared transparently with all users who can quickly and easily provide feedback about all aspects of the Slate experience.
Implementing schools have the ability to provision a Clean Slate environment that pulls from Slate's Showcase database. This environment displays examples of best practices within Slate, as well as how various elements may be configured.
Slate's Briefcase tool can be utilized to copy any data object from the Showcase environment into a production or test environment for further modification and customization.
Client Success Manager Implementation Calls
Each school is assigned a Client Success Manager to assist with an implementation. Client Success Managers will hold regular calls with the Slate Captains and act as a guide through the implementation process.
Primarily strategic in nature, the purpose of these implementation calls are to assist with the underlying thought process regarding the building of objects within Slate and to guide partners to the appropriate resources and functionalities as they seek to translate business processes into Slate. Implementation Checkpoint Calls can also take place in collaboration with a Technolutions Client Support Engineer, where the topic of the call focuses on a particular module required to implement Slate. Client Support Engineers are Slate subject matter experts and work closely with Client Success Managers to understand a partner's process in order to tackle more complex projects.
Focused calls typically concentrate on a single project and allow partner organizations between 30-60 minutes with a specialist who can recommend best practices to solve a business need within the office.
Service Desk Requests
In addition to all of the other resources provided, up to three Slate Captains can submit a request to the Service Desk. Others on the team may be copied on the request. These requests are routed to the appropriate internal team for a resolution.
Requests should be written and submitted according to the following C-L-E-A-R instructions to assist Slate specialists with resolution:
|Categorize||Requests will be routed to specialists, so proper categorization will result in faster response times.|
|List Examples and URLs||Requests should always include examples with full URLs that link to them.|
|Expected Behavior||Provide exactly what is expected or desired to happen.|
|Actual Behavior||Use specific terms to describe what is currently happening.|
|Rank||After submitting the request, rank it and click “Submit Priorities."|
Service Desk vs. Email Service Desk requests are routable, trackable, rankable, and updatable. An email to a Client Success Manager does not benefit from access to the comprehensive array of Technolutions resources and staff.
The Service Desk exposes questions and requests to the entire company. This provides a direct line to specialists in areas where a particular set of skills is needed.