To receive prompt responses to requests sent to Implementation, please follow the guidelines below. Failure to follow these guidelines may result in your request not being responded to.
Note: DAPs (Directors of Academic Partnerships) are assigned Tier 1–3 customers within their territory. Tiers are based on customer revenue, with Tier 1 representing the largest accounts. Tier 4 customers are managed by a team approach rather than an individual DAP.
Before escalating to Implementation: DAPs should complete basic troubleshooting themselves. This includes using the Knowledge Base (or KB Kevin) to research the issue and, where applicable, provide the customer with a suggested fix or point them to the relevant KB article or video before escalating. Basic system support and general product questions should be resolved directly by the DAP — Implementation should only be engaged for the specific case types and scenarios below.
Available Channels
- Internal Support Form (employee-only) - Submit through this link. Use for any of the case types listed below
- External Instructor Form - Accessible through this link. Used primarily for Tier 4 customers, or for any tier when the DAP is unavailable (out of office, traveling, etc) or the request specifically calls for it.
- Implementation Email ([email protected]) - Use for forwarding email threads where the full history needs to stay intact (see Tier 1-3 escalations below)
- Office Hours - Provided by the DAP, DAS, or Implementation Specialist as needed to support lesson linking.
- Personal Meeting Links - Provided by the Implementation Specialist as needed to support an open ticket, not provided directly by the AM/DAP.
Scenario Guide
- New Customer Onboarding - Submit via the Internal Support Form using case type "Lab Portal Institutional Master"
- LMS Integrations - Submit via the Internal Support Form using case type "Integration Support"
- Lesson Linking (post-integration) - Submit via the Internal Support Form using case type "Lab Portal Integration Support - Lesson Linking Request"
- Training Requests - Provide training webinar recordings, enroll the requester in the applicable training course, or share the schedule for upcoming live training webinars.
- Tier 1-3 Escalations (after DAP troubleshooting) - Forward the email chain to [email protected] with a brief 2-3 sentence summary in the body covering: the current situation, troubleshooting steps already taken, and the specific ask.
- Instructor Technical Escalations - Basic system support and product questions should be handled directly by the DAP. True technical issues beyond the DAPs troubleshooting - such as grade sync issues, an integration error message without a matching knowledge base article, course set-up issues, or policy setting errors - should be escalated using the Internal Support Form (matching case type) or forwarded to implementation@ per the Tier 1-3 process above.
- Tier 4 Customers / DAP Unavailable - Direct the instructor to the External Instructor Form or forward to the appropriate department based on the request (bookstores, student support, implementation, sales).
- Urgent Issues - Submit the ticket per normal means and then submit the case number in the Ticketing System Escalation Teams chat.
Urgent case escalation should be reserved for anything that is preventing user access to an active course.
Note: To keep requests moving quickly:
Do not schedule a Zoom/Teams meeting with Implementation without first submitting a ticket or providing prep material. Meetings without a submitted ticket or context will not be accepted.
Do not CC an individual Implementation team member directly in place of submitting through the Internal Support Form or the implementation@ queue.
Do not send basic system support or general product questions to Implementation — these should be resolved directly by the DAP.
Internal Support Form - Case Type Reference
For full definitions, use cases, and expected response/resolution times for each ticket type on the Internal Support Form, see the Internal Support Forms KB article. Not every case type on that form routes to Implementation. See "What Not to Send to Implementation" below for the ones that go elsewhere.
Case types that route to Implementation:
- Course Clone
- Demo Course
- General Cloud Issues
- Instance Request
- Integration Support
- Lab Portal Child Course
- Lab Portal Demo Course
- Lab Portal General Support
- Lab Portal Institutional Master
- Lab Portal Integration Support - Lesson Linking Request
- Lab Portal Point Value Change
What Not to Send to Implementation
The following should not be routed to Implementation
- Voucher issues
- Purchasing link issues or requests (Lab Portal Purchasing Link — routes to Systems)
- Kit issues
- A singular student needing support
- Curriculum Support requests (routes to the Curriculum Support team)
- Custom Materials Requests (routes to Supply Chain)
- Lab Portal Purchasing Site Support issues (routes to Systems)
- Platform Feedback (routes to Product Support)
- Red Circle Issues (routes to Systems)
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