Help Desk Availability 

Help desk assistance becomes available once a customer is “live” with the system.  The implementation manager from Campus Café will send a notice to the project manager at the client to when the hand-off from implementation to help desk occurs.  Prior to this date, you should contact the implementation manager assigned to your account.  

Please note: Once a customer has moved from implementation to our support desk, data conversion and configuration will be deemed to be complete.  

Current procedures for obtaining Help Desk Assistance

We no longer accept emails to Campus Café staff members as a means of asking for assistance.  With a larger volume of cases, this creates support gaps, especially if the staff person is not in the office.  Each user will be given a login to our ticket system (Fogbugz).  This portal will allow you to submit tickets and also monitor the status of your tickets.  When submitting a ticket, you can include a note to detail the issue.  You may also include a Campus Café staff members name if relevant and any other information that would be helpful to understand the ticket.  Attachments can also be included.  There are procedures outlined below to escalate a ticket or reach us if you have an emergency.  Please note that the term ticket and case are used interchangeably in this document.

It will be much easier to resolve your issue if the support request includes the following:

• A subject line that describes the problem. Try to avoid sending a request with a generic subject.  This will delay the response while we ascertain the problem.
• If there is a specific Campus Café staff member that you wish to address, please include their name in the email.
• If there is an issue with the software, include an example of how you experienced the problem.
• Screen shot or other supporting documentation that will help us see the issue.
• When replying to an existing ticket, make sure the word “case” and the ticket number are in the subject line (example “case 29000” and not  “case #29000”).   If this is not included, a new ticket will be created.  If you reply to the email you received from support, this will happen automatically.

Please do not call the help desk or other staff on the emergency call chain unless you have already submitted a ticket.

All tickets will be categorized into one of the following categories:

• Help Desk Call- Assisting trained users with questions and issue resolution. (Not billable-see examples below).
• Bug (Not billable-see bug levels and associated response times below). This is covered under your maintenance or service level agreement.  Please note that tickets are added to this category only to fix existing code.  Requests for additional functionality are not included here.
• Training (Billable either under an initial contract or by request).
• Customization (requests for functionality that are not already part of the system). These are initially entered as billable pending.  If the customer does not choose to pay for the enhancement within 30 days of the request, the ticket will go into our future roadmap and will be considered for inclusion in a future release based on customer feedback, regulatory requirements, complexity of enhancement.
• Consulting request for issues not covered under the help desk. (Billable-Please see details below.
• Request to globally fix data. (Billable).

Escalation procedures

If you are experiencing a:

1. Critical defect

Please submit a ticket using the portal.

Please call Immediately 800-906-7226 and use the additional contacts below if you cannot reach someone.

This is a defect that causes the system to stop, causes corruption of data, or does not have a reasonable work around for the end user.  Defects classified as critical are put on high priority. This means that someone in the company has been assigned to fix the defect before performing any other tasks.

2. Serious defect.

Please submit a ticket using the portal.  We will follow up according to the established time frames or on the next status call.

A serious defect is where the software does not function as designed, but is considered cosmetic or a reasonable workaround exists. These defects are put on a priority list and are fixed as soon as possible.

3. Minor defect.

Please submit a ticket using the portal.

A minor defect is periodically reviewed for inclusion in a future release, but not given priority in the development schedule. 

Help Contact Info

You can reach us at 800-906-7226. 

Dial 0 or stay on the line.

Help Desk Support Guidelines and Billing Procedures

When you call for help, a request must already have been created by someone from your organization through the portal.  You should have the ticket number available for reference during the call.   In addition to better track the ticket/case, this system will also allow us to measure turnaround time for resolution and proactively identify areas of our support efforts that may be in need of additional resources.

Each ticket will be assigned to a Campus Café resource who will then receive an email with the details related to your case.  You will be notified by a Campus Café team member when the case is resolved.

If the case is a help desk issue, it will be resolved at no additional cost to the customer, assuming that you have a current maintenance contract or SaaS agreement and that you have received the appropriate level of training for the particular request.  If the case is assigned to our consulting group or involves training, you will be given the case #, and this number will appear on your monthly invoice for accounting purposes. We will make every attempt to give a reasonable estimate before the work is performed, but these services are billed on an hourly basis at current rates. We recommend that all customers have a budget set up for ongoing training and consulting services provided either on-site or remotely.  Billable tickets handled remotely will incur a ½ hour minimum charge.

A user must have completed the recommended training to be covered under the help desk.  (Generally, this is 3 days per module for a new customer and 2-3 days for a new hire). Reports training and mail merge training are additional.  On-site work is billed hourly and will include time spent traveling to and from the customer site as well as travel expenses (these are described in the license and maintenance agreements in more detail). On-site work will have a minimum 4-hour charge.

If a user has not received training for a ticket, the ticket will be set to billable-pending and an approval from the customer will be required before proceeding with the training.  We will then arrange for the training as soon as possible.  Such tickets will be billed on the next monthly statement.  In the event that a user must cancel a scheduled training, Scan requires 24 hours notice (not including weekends or holidays) prior to the training or the customer will be billed the full rate for the scheduled duration of the training or consultation session.

If a ticket is submitted and it is unclear if the issue is a bug or a training issue, the customer will be asked to approve the ticket as billable/pending. Please provide as much detail as possible with the request.  If the issue is with the software, the charge for the ticket will be waived.

Help desk includes handling of the following items:

• Assisting trained users in finding resources such as user documentation, technical documentation, web site on-line help, other help related to our products and services.
• Answering questions on processes and tasks within the Café Suite or Web Suite.

Some examples may include:

• How to add parameters or custom controls to the system.
• Questions concerning the use of a field or tab on a screen.
• How do I close the term?
• How does the month end or year-end process work?
• How do I enter a new person into the system?
• How do I set up a new semester?
• How does one module affect another module or the data flow?
• How does a mail flow trigger work?

Examples of items not covered under the help desk:

• Configuration, training, or consultation related to any third-party software.  This includes software for which Campus Café provides integration points or APIs.  It is the responsibility of the customer to understand the functionality and documentation related to the third-party software.  Any work done to configure or communicate with the third-party software is considered billable.
• Training of new hires at the customer.
• Configuration or training for modules or functions that are not completed during the implementation.
• Customizations.

Our help desk will also assist the customer with defect resolution. This will include advising you on the best course of action as well as record and report software defects to our development staff for correction. Please remember that your maintenance contract clearly states that we are not responsible for consequential damages (including data corruption) arising out of the use of our software.  As a general rule, we will assist the customer in fixing the data at no charge if the data corruption is caused by a defect in the software and the customer promptly notifies us of the problem.  Global fixes for data that are required because of user error (posting wrong dates e.g.) are considered billable.

For on-premise customers, Campus Café will make every attempt to reproduce a reported bug in our software utilizing our base system.  If the bug is not reproducible using our data, we will use a VPN connection to recreate the bug using the customer’s test database for on premise customers.  We will charge an additional amount (minimum of one hour) to investigate the issue on the customer’s system if a recent test database does not exist.  Please also see the section below on connectivity requirements for the customer’s remote system.

Requests for Customizations and Enhancements

We receive many requests for additional functionality and customizations to the software.  In general, all customizations go into the base package even if a customer chooses to pay for the request.  This means we have one consistent interface and version.  It does typically require that we add a custom control so that each customer can choose whether to use the feature. 

All requests for customizations will go into the system as a pending billable ticket with an estimate, unless we are already working on the feature.  The customer may choose to pay for the feature.  If the ticket is not approved within 30 days of receipt, the ticket will be placed in our roadmap for development.  

These requests are prioritized for release inclusion according to factors including volume of requests for the enhancement, user feedback, user group meeting surveys. 

Requests for Consulting and Training Services

Issues categorized as consulting items include the following examples:

• Writing or answering questions about customized reports whether they are done with SQL, Crystal Reports, Excel, Query, SSRS, or other third party tools. Base Reports that re imbedded with the Campus Café application such as the Student Statement or the batch edit/updates are exempt as they are considered part of the package. All other reports are considered custom reports even if they appear in a drop down menu.
• Working with ODBC issues such as how to configure drivers.
• Working with hardware issues (includes printers, CPUs, desktops).
• Working with any other third party software such as MS Word. Any questions related to customized software including modified versions of Campus Cafe software or modified versions of Crystal Reports or other third party components.
• Assisting on premise customers with non-initial installation of Campus Cafe software products or third party products.
• Configuration or training for modules or functions that are not completed during the implementation.

*See Consulting and Travel Policies at end of document for charges and rates

Status call guidelines

Our team is committed to ensuring that customers get optimal use of our software both for day to day operations and strategic issues.  We offer status calls as a means of enhancing communication during the implementation and after go-live.  The following is a schedule for status calls. 

• Weekly status calls are typically included in the initial implementation.  This will include the Campus Café Project Manager and the customer Project Manager and other staff as required for the call.
• Weekly status calls are typically included for 2-3 months after go live.  This will include the Campus Café Project Manager and the customer Project Manager and other staff as required for the call.
• After 90 days, a free courtesy status call is typically offered monthly for an additional 9 months after go live, provided that a decision maker from the institution is present on the call.  Calls can be otherwise scheduled on a billable basis.  Scheduled calls that are missed without notice will result in a ½ hour charge to the customer.
• After 1 year, a free courtesy status call is typically offered every three months, provided that a decision maker from the institution is present on the call.  Calls can be otherwise scheduled on a billable basis.  Scheduled calls that are missed without notice will result in a ½ hour charge to the customer.
• We encourage customers to create a budget for ongoing support and provide discounts for contracted services.  Please contact us if you need additional details.

Connectivity to On-Premise Customer Systems

Our goal is to have a uniform and inexpensive method to connect with our customer base.  Supporting multiple third-party VPN clients adds significant cost and time to the support effort.  The customer is responsible for creating secure and reasonable remote access to their system should VPN support become necessary.

As stated in the SCAN Information Security Policy, we are required by law, starting January 1, 2010 to connect to customer databases that contain Massachusetts residents’ private information through a secure, encrypted connection.  Since this is considered best industry practice and to limit risk for both SCAN and the client, SCAN will require that each client institution be set up with a VPN infrastructure and to provide SCAN with the necessary client software for the VPN connection.  If required, a username, password and any other pertinent information for us to remotely connect to your network to assist with issue resolution or consulting services.

We currently support the following VPN clients:

Sonicwall

Cisco

Microsoft

Juniper Pulse

Configuring other VPN software will be considered a billable service.

If SCAN must install other 3rd party VPN clients, we will charge for the set up and configuration to assist our clients.  Additionally, as problems arise requiring remote assistance, we will charge a minimum 1/2-hour connection fee, for non-supported 3rd party VPNs.

We will also charge a connection fee for other issues that impede our technical staff’s ability to connect and troubleshoot problems.  These issues include:

• Customer does not have correct ports open on their firewall or has restricted by other means such as IP address range.
• Does not deliver correct username, password or other connection information to SCAN.
• Any other issue related to 3rd party VPN software that requires billable time to fix or properly configure a connection.
• A call to the customer is required to gain access to the system.

SCAN stores all customer connection information in a password protected, encrypted file system on our local file server.  It is up to the customer to provide SCAN with up to date connection information for speedy issue resolution that requires us to connect to your infrastructure using a VPN connection.

Travel Policy

Customers will be required to reimburse Campus Cafe per the following Travel Policy

Per consultant:

• If Driving own vehicle:  Mileage at Federal rate plus tolls and parking
• Business class air fare
• Airport Transportation
• Car Rental- mid size (4-wheel drive if weather warrants) plus fuel, tolls, and parking
• Overnight Stay – Single Room – Brand Name hotel – Marriott, Hilton, Hampton Inn etc.
• Daily Per Diem depending on location (use federal guidelines)
• If traveling on weekends, employees are compensated an additional $500.00 as a travel stipend
• Any consulting provided on weekends is billed at time and a half.

Current Hourly rates for consulting

200.00 per hour for remote Campus Café consulting and on-site Campus Cafe consulting.

Customer will be billed for travel time to and from the customer location at the current consulting rate billed for the services.