April 6, 2023
Edsby is making changes to improve the responsiveness and effectiveness of its customer support services. Beginning August 2023, customers will receive new and faster ways to receive assistance with Edsby, while less effective channels and methods will be deprecated.
New premium support service
Edsby will continue to offer a free Standard support option in its base subscription pricing. For organizations seeking higher levels of service, a new Premium extended service offering is being made available.
The two plans will compare as follows:
| Service Level | Included | Targeted Initial Response Times | Cost |
| Standard |
|
|
Included in subscription fee |
| Premium |
|
|
20% of subscription fee; $10,000/yr minimum Optional add-on:
|
Significant changes include:
- All requests through designated admin support account(s) - Unless your organization purchases optional add-on All Staff Support, only a single, or a small number of authorized admin support contacts will file tickets on your behalf. Reducing duplicate reports of the same issue from the same organization will lead to faster resolutions and give customer organizations visbility into where more end user training or better support materials may be needed.
- New priority support options - Premium support plan subscribers will receive expedited ticket handling via a new priority support queue, new real time-chat based support and a designated Customer Success Manager to assist with any escalations and for quarterly reviews of customers’ goals, outstanding tickets and feature requests.
- Phasing out ad-hoc support channels such as Edsby Feedback groups, the blue question mark within Edsby itself for creating tickets, and support@edsby.com – New support requests will be channeled through Edsby’s new 24/7/365 online help center and support portal; emailed support requests will be automatically assigned a lower priority or disregarded if not from an authorized admin support contact. End users will not be able to create tickets inside Edsby. The company will ramp down its participation in Edsby Feedback groups on customer sites. Funneling customers’ issues through a central location will improve team effectiveness and response times.
- End user support - As of September 2023, Edsby will no longer support student and parent users. Instead, it will refer them consistently to their school or district for login or other assistance. Given the wide range of login technologies and policies selected by Edsby schools and districts, as well as local assessment and reporting decisions and other customizations, education organizations will be the most effective at supporting their end users.
New support portal
A new support portal will offer prioritization and self-serve options. Clients will have access to technical documentation, the ability to submit tickets and will see status of all tickets for their school/district.
When submitting an issue, authorized admin support contacts will also have the ability to self-identify issue priorities ranging from priority 1 to general questions and feature requests. Edsby will review and correct ticket prioritization as necessary to ensure critical issues get addressed first.
New lower-touch Edsby configuration and customization
Edsby is actively developing new ways for customers to configure and customize their Edsby instances without having to involve Customer Support. Customers will soon be able to load and maintain their own expectations, standards, outcomes or competencies (ESOCs), attendance codes and more. These changes are intended to help customers make Edsby changes on their own timelines. Ultimately, Edsby will even explore making report card modifications and other customizations available to customers.
What does this mean for you?
In planning for this new transition, we recommend:
- Starting to plan internal workflows now to funnel all support request through a single, or small number of authorized admin support contacts, who will submit and self-prioritize requests to Edsby through our new support portal
- Contemplating who your authorized admin support contact(s) will be
- Ramping up your internal help desk or related functions if necessary to support your end users, ideally with instructions and materials customized to your specific Edsby instance’s customizations, including your preferred login destination and processes for students, parents and staff
- Considering whether Edsby’s new Premium support service level is appropriate for your organization, and if so, whether to entitle all your staff to Edsby support via the optional All Staff Support add-on