1. Campus Community and Support Brett Goldberg and Paul DiBartolo Custom Computer March 2013

2. Topics Meet the Campus Service Desk Team How to get support What’s in Community? Hosting/Updates

3. Campus Service Desk Brett Goldberg Service Desk Manager Paul DiBartolo Senior Support analyst Dan Thilman Business Analyst Victor Paulson Support analyst Vicki Goldstein Support Analyst Ray Scott Senior Manager – Service Desk and NOC Ops

4. Support Information Contact Us: –800-985-8758 option 1 –CampusServiceDesk@customonline.com Campus Community: –https://Community.infinitecampus.com Hours: –7:00 am – 6:00 pm Monday – Friday After Hours Hosting Emergencies –800-985-8758 option 8

5. What is Campus Community? Campus Community provides all Campus users with single sign- on access from Infinite Campus to: –Knowledge Base – Product information, Hands-On Virtual Labs, Videos and Simulations, Release Information –Customer Events Calendar - Learn about upcoming events and user group sessions –Surveys - Share your opinion and feedback –Campus News - Find out more about Infinite Campus, customers, and industry information –Forums – Ask questions or provide assistance to other Campus users on any topic –Support - Case Submission and Management –Updates - Site Update Requests/Refreshes

6. Knowledge Base

7. Your Cases Cases can be submitted and maintained by Authorized and Tech Support users only Create Search Modify Add notes Export Cases Export Issues

8. The Perfect Support Ticket Writing a high-quality complete support ticket helps Support to proceed on resolving your issue quickly. 10 elements of the “Perfect Support Ticket” ElementDescription SeverityHow time sensitive is the issue? Critical –Campus is down. SubjectBrief description of the issue. SummaryDetailed Description. Include specific users, teachers, students and/or courses. ModuleWhere is the issue occurring? SchoolWhich schools are affected? CalendarIf the school has multiple calendars, which calendar is the issue in? Replication StepsClick-by-click walk through of how to replicate the issue. Be very specific, the more detail provided, the better. Include any parameters used when running reports. Expected ResultsWhat is the desired outcome? Error MessageComplete details of any error message(s) you receive. Test ResultsAdditional information collected during local troubleshooting and testing.

9. Your Updates Tech Support users can submit version updates and refresh requests

10. Sites TypeDescription PreviewThe preview environment is a database and a web application. This is where a district will evaluate enhancements, and therefore will not be needed if a district has the enhancement line in their production environment. Campus Hosting will create this environment at the request of the customer prior to the customer taking the enhancement line in their production environment. This environment will be created with current data from the customer’s production environment. There will be no subsequent data refreshes of this environment. ProductionThe production environment is a web application and database. This environment is where users do their day to day work. This includes all reports generated by Infinite Campus. The production site may also be called the Live site. SandboxThe sandbox environment is a database that shares a web application with the production environment. When the production environment is updated to a newer version, the Sandbox environment is also updated to that version. It is intended to be a place for a district to test data changes prior to committing them in production. This is also the environment that customers use for training purposes. This is not meant to be the location to preview new releases. Campus Hosting will refresh this environment with data from the customer’s production environment at the request of the customer StagingThe staging environment is a database and a web application. This is where customers should review new releases prior to taking them into their production environment. For example, evaluation of the E.1142 release before taking the update in the customer’s production environment. Campus Hosting will refresh this environment with data from the customer’s production environment at the request of the customer

11. Site Naming Conventions To automate the update process in the near future, the following naming conventions will be used as of February 15, 2013: Production  https://campus.districtname.org/campus/districtname.jsp Sandbox  https://campus.districtname.org/campus/districtname_sandbox.jsp Staging:  https://campus.districtname.org/staging/districtname_staging.jsp Preview:  https://campus.districtname.org/preview/districtname_preview.jsp

12. Hosting Platforms Campus Hosted (EPM) - Site is hosted on a server at Infinite Campus. https://est.epm.infinitecampus.org/campusE/district.jsp Hosted (In-District) – Hardware is hosted in district. Campus owns, maintains and supports the in-district hardware. Self-Hosted – Hosted entirely by the district or BOCES. Cloud Choice – Virtual Server hosted by Campus in MN. Same URL naming convention as Hosted.

13. Questions and Answers Who has the first question?

14. Keep learning! Additional training is available from Custom Computer Specialists, Inc. Professional, certified trainers Just-in-time offerings –In person In your district At our Hauppauge Office –Online Live webinars available To request a training class contact CampusTraining@CustomOnline.com CampusTraining@CustomOnline.com