1.1. Categories

The following categories are used by CourseLeaf to resolve support requests. For more information, please see our SLA document on the Help Site under Additional Resources -> Support.

Common Categories

CAT/CIM/CLSS/PATH Client Questions Only

This category is used only when the client is asking a question that will be answered either by Support or the Training teams. CourseLeaf will attempt to answer questions as soon as possible. You should expect an answer within three business days.

CAT/CIM/CLSS/PATH 1 — Public

This category indicates the client is unable to use or perform work in the software that is affecting your public-facing site. Typically this category applies to CAT or PATH because they are the only CourseLeaf modules that directly feed a public-facing site. It is possible for this to apply to CIM and CLSS if CourseLeaf is actively corrupting data in your SIS that would affect a public-facing site (which is rare). CourseLeaf will respond within two hours with an update on the action being taken, and we will have all the necessary resources (developer, systems administrator, etc.) working on the issue with a targeted resolution in four to six business hours.

CAT/CLSS/PATH Milestones

This category is used for the various maintenance items that are completed by the CourseLeaf support team. Items include publishing, generating a PDF, archiving, advancing, and loading terms in CLSS or PATH. CourseLeaf will respond within one business day that we have received the request. Because milestones generally are time-sensitive, please communicate early about your desire for these requests so we can plan our resources. CourseLeaf prefers to know at least two weeks in advance. 

CAT/CIM/CLSS/PATH 2 — Next

This category indicates that a defect in the software is affecting the client's ability to use or perform significant portions of work in the CourseLeaf editing environment (NEXT). CourseLeaf will respond within three business hours that we've received the request. Targeted resolution is within one to five business days.

CAT/CIM/CLSS/PATH 3 — Client Requirement

This category indicates that the client is requesting a new feature be added to the CourseLeaf software that is functioning as specified in the original project implementation. Upon analysis, the request may be configured by Support or may require Development work. CourseLeaf will respond within eight business hours that we have received the request. It is possible that these tasks cannot be completed immediately and will require scheduled Support or Development time. Please clearly communicate your desired timeline when submitting your ticket, and a mutually agreed-upon resolution time frame will be determined. Some Client Requirements require a Statement of Work that may incur additional fees and time frame.

CAT/CIM/CLSS/PATH Support Config

This category indicates that the client is requesting a configuration change that can be performed by a support specialist, either through a patch or through another interface. The request will be completed as soon as possible based on support staffing and client requirement. Please clearly communicate your desired timeline for completing this configuration change.

Uncommon Categories

CAT/CIM/CLSS/PATH 4 — Repair

This category indicates that a defect in the software is affecting the client's ability to use the CourseLeaf editing environment (NEXT), but there is a reasonable workaround that can be used indefinitely. CourseLeaf will respond within eight business hours that we have received the request. Please clearly communicate your desired timelines when submitting your ticket and a mutually agreed-upon time frame will be determined. Typically, these items are resolved with an upgrade to the CourseLeaf suite.

CAT/CIM/CLSS/PATH SOW

When it has been determined that a request will require a Statement of Work (SOW), CourseLeaf Support will contact the Consulting team to design and implement the SOW. Once a consultant is assigned, the task is closed for Support. Typically, this category will be used when the task is closed and handed off to other CourseLeaf colleagues. Targeted communication from the Consulting team is five to seven business days.

CIM Sync Issue

Syncing in CIM can be challenging, especially when you do not have a bridge to help with data entry. This category is used when the issue is limited to data entry into the SIS and is not a CourseLeaf defect. CourseLeaf will respond within eight business hours with an update that we have received the request.

CSR/SSL

This category is used for the renewal of your SSL certificates. The ticket may be initiated by the client or CourseLeaf. Typically, this task requires the client's technical/systems administration staff to complete. CourseLeaf will respond within eight business hours with an update that we have received the request.

Implementation or Sales

Support has passed this to another CourseLeaf department. Typically, the origin of this ticket is Support being CC'd on an email.

Training

The client has requested general training about an issue, and the CourseLeaf training team will respond within three business days.

1.2. Statuses

When you submit a ticket to CourseLeaf, you can see the Status of the ticket through the Dashboard. The statuses (in alphabetical order) are defined as:

Open Ticket Statuses

• Appointment Scheduled
• Assessment: Ticket must be assessed by a Support Team Leader to determine further action.
• Daily.sh Logs: When the nightly update process for CIM or CLSS fails, a ticket is generated automatically with this status. It will be assessed and categorized.
• Manager Escalation: The ticket has come to escalate@courseleaf.com and will be merged to another ticket.
• Outstanding: This ticket is in need of action or update by CourseLeaf.
• Patch Waiting: Work for this task is complete, but the client or CourseLeaf is not ready to deploy it yet. The patch will be deployed at the client's request.
• Pending Client Feedback: CourseLeaf is waiting on a response from the client before moving forward.
• Pending Internal Info: CourseLeaf Support is waiting on information from another CourseLeaf department before moving forward.
• Stale: Ticket has been Pending Client Feedback for three weeks with no response. The ticket will close in two days.
• Support Rep Working: CourseLeaf support is actively working on this request.
• With Development: The request requires the Development team to take action.
• With Development - Deferred: The request requires the Development team to take action at a future time (rare).
  

Closed Ticket Statuses

• Appointment Complete 
• CC Only: Support was only CC'd on an email, no action for us to take.
• Client Deferred: The task is closed because the client decided to wait on the request.
• Client Found Solution
• Client Unreachable
• Not Supported: The request falls out of bounds of CourseLeaf (rare).
• OOTO Only: Ticket was generated automatically but only an Out of the Office message was received. No action is required by CourseLeaf or the client.
• Passed to Implementation: Implementation best positioned to resolve the issue, no action for CourseLeaf Support.
• Problem Solved
• Question Answered
• SOW: The issue was passed to the Consulting team to review for SOW.
• Sales Request: The Sales team is best positioned to resolve the issue, so no action for CourseLeaf Support.