Below are definitions and use cases for each of the internal support forms, the assigned department, expectation on response time, and any escalation information. The support form can be found HERE.
Course Clone
Definition: A request to duplicate an existing course in Cloud for reuse in a new term or by another instructor.
Use Case: An instructor wants to reuse their Spring 2025 cloud course content for the upcoming Fall 2025 semester.
| Department | Implementation |
| First Response Time | Within 1 business day |
| Resolution Time | 1 business day |
Curriculum Support
Definition: A request for corrections to various product features including content, physical kit materials, or a system bug for SI Lab Portal, HOL Cloud, or eScience Labs.
Use Case: A professor reports a typo or mathematical error in a lab.
| Department | Curriculum Support |
| First Response Time | Same day |
| Resolution Time | Varies depending on issue |
Custom Materials Request
Definition: A request to develop a new product or adapt an existing with customized materials outside of the scope of our experiment model.
Use Case: An institution is teaching a botany course and needs custom materials that we don't currently provide.
| Department | Supply Chain |
| First Response Time | Within 1 business day |
| Resolution Time | 1-5 days depending on level of sourcing needed See this article for the complete process |
General Cloud Issues
Definition: A catch-all ticket type for general technical or functional support related to the HOL Cloud platform.
Use Case: A user is experiencing login issues or navigation problems within the HOL Cloud.
| Department | Implementation |
| First Response Time | Same day |
| Resolution Time | Varies depending on issue |
| Status Notes | When escalated, status will update to Level 3 for Code IT. Ticket may be transferred to the SI IT team for issues such as Red Circle. |
| Communication Expectations | If fix will take longer than 1 business day, the support team will send an email update at the end of the following business day. If the fix will take longer than the calendar work week, an additional email update will be sent at the end of the week. |
| Other Notes | If the ticket requires additional information from the instructor and no response is received after 2 weeks the ticket will be closed |
Instance Request
Definition: A request to set up a new instance for a specific institution within the HOL Cloud for integration purposes.
Use Case: A university is launching a course to the HOL Cloud for the first time.
| Department | Implementation |
| First Response Time | Same day |
| Resolution Time | 1 business day |
Integration Support
Definition: Assistance with integrating a course between the LMS and HOL Cloud
Use Case: An instructional designer is trying to embed a course into Canvas and needs guidance on how to set it up.
| Department | Implementation |
| First Response Time | Same day |
| Resolution Time | Varies depending on request |
| Status Notes | When escalated, status will update to Level 3 for Code IT. |
| Communication Expectations | If fix will take longer than 1 business day, the support team will send an email update at the end of the following business day. If the fix will take longer than the calendar work week, an additional email update will be sent at the end of the week. These emails will not be sent if a Teams call has already been scheduled for the future (i.e., on the first day, if a meting is scheduled for the third day, we won't do the usual second business day update). |
| Other Notes | If the ticket requires additional information from the instructor and no response is received after 2 weeks the ticket will be closed |
Lab Portal Child Course
Definition: A request to create a child course from an institutional master that already exists.
Use Case: A new instructor is teaching the course and the institution does not use a master template system. A new child course needs to be created for them. Note: if they have a master template, they should work with their institution to create the course copy in their LMS.
| Department | Implementation |
| First Response Time | Within 1 business day |
| Resolution Time | 1 business day |
Lab Portal Demo Course
Definition: A request to preview a course within the Lab Portal environment to evaluate functionality or content.
Use Case: A department chair wants to review the Lab Portal's capabilities before approving its use in departmental courses.
| Department | Implementation |
| First Response Time | Within 1 business day |
| Resolution Time | 1 business day |
Lab Portal General Support
Definition: A catch-all ticket type for general technical or functional support related to the Lab Portal platform.
Use Case: A user is experiencing login issues or navigation problems within the Lab Portal.
| Department | Implementation |
| First Response Time | Within 1 business day |
| Resolution Time | Varies depending on issue |
Lab Portal Institutional Master
Definition: A request to set up a master class for a specific institution within the Lab Portal for integration purposes.
Use Case: A university is migrating to the Lab Portal for the first time.
| Department | Curriculum, then Implementation for Child Course |
| First Response Time | Varies depending on request |
| Resolution Time | Varies depending on request |
Lab Portal Integration Support - Lesson Linking Request
Definition: Assistance with getting lessons linked in the LMS after sending them the walkthrough videos and Office Hours.
Use Case: An instructor needs additional support after resources have been provided.
| Department | Implementation |
| First Response Time | Within 1 business day |
| Resolution Time | Varies depending on issue, usually 1-5 days depending on faculty availability. |
Lab Portal Point Value Change
| Department | Implementation |
| Resolution Time | Varies depending on request |
Lab Portal Purchasing Link
Definition: A request to generate a purchasing link students use to place an order via the Lab Portal.
Use Case: 1. A materials only kit with no master course
2. Early access to ordering before students enroll in a course
3. (Short term only) To order during/after trial period selection
| Department | Systems |
| First Response Time | 1 day |
| Resolution Time | 1 day |
Lab Portal Purchasing Site Support
Definition: Support for the new purchasing site functionality connected to Lab Portal, including troubleshooting or configuration help.
Use Case: Students are having issues with checkout on the newly launched purchasing site, requiring urgent support.
| Department | Systems |
| First Response Time | Same Day |
| Resolution Time | 1 Day |
Platform Feedback
Definition: A submission of feedback regarding HOL Cloud or SI Lab Portal for new features or new training resources.
Use Case: An instructor wants to suggest improvements to a training module or a rep wants to suggest a helpful training video.
| Department | Product Support |
| First Response Time | 2 business days |
| Resolution Time | Varies depending on request |
| Status Notes | Will be left open or "on hold" until completed on roadmap. |
Red Circle Issue
Definition: A specific error condition in HOL Cloud (often denoted by a red circle icon) that prevents access or functionality.
Use Case: A student sees a red circle icon and can't proceed forward in a lab.
| Department | Systems |
| First Response Time | Same day |
| Resolution Time | 1 business day |
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