Cloud Support

In 2020, Ellucian will continue the work that began in 2019 with the launch of the Customer Center. In this phase, improvements being delivered focus on cloud support activities. To learn more about what is new, view the training materials below.

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Improved Cloud Customer Experience Overview

Improved Cloud Customer Experience Overview

This video provides an overview of what is new, what is changing as well as what is not changing.

Named Accounts and Single-Sign On (SSO)

Named Accounts & SSO

This video highlights the benefits of named accounts and single sign-on.

Case Management Overview

Case Management Overview

This video outlines how Case Management enhances the customer experience.

Creating a Cloud Case: Demonstration

Creating a Cloud Case: Demonstration

This video will demonstrate how to navigate, create, view and update a case.

Frequently asked questions

There are 2 ways to seek support, via the Ellucian Customer Support at 1-844-358-7222 (US Toll Free) or 1-407-215-3970 (International) or through the recommended method of the Ellucian Customer Center. The Ellucian Customer Center provides access to both Action Line and Cloud support.

Using the secured Ellucian Customer Center is the most efficient and effective means to open a support case. You can assign the relevant priority while also providing detailed information and attachments as needed to help the Cloud analysts more quickly assess the situation and provide timely resolution.

Whichever method you use, you will receive a prompt confirmation that includes the support case number and you can expect a response from a Cloud support analyst who is an expert in the product area within the timeframe determined by your institution’s service level and the case priority. Typically, you will view responses from the Cloud Support analyst and post your case updates in the Ellucian Customer Center, but, if necessary, you can make other communication arrangements with your Cloud Support analyst.

From the Ellucian Customer Center main menu, click SUPPORT on the navigation bar at the top of the page. A secondary tab will open which includes a link to Create Cloud Case

Customer Center Support

Our experience shows that Cloud Support can provide more efficient service and a timelier resolution when you are prepared with certain information at the time you submit the support case.

  • The product name and release number;
  • The application, form, process or tool being used;
  • The environment(s) where you are experiencing the issue (i.e. production, test, development);
  • A clear, detailed description of the problem or question, including steps to reproduce the issue (if applicable);
  • The priority level of your support case. Cases are assigned priority numbers from 1 to 4;
  • The number of records/users impacted by this issue;
  • Processes or steps you’ve attempted to resolve the situation prior to submitting the case.

In addition, try to gather detailed diagnostic information regarding the issue if it appears to be a system/software problem (e.g., possible program defect). This diagnostic information includes scenarios leading up to the problem (steps to reproduce), any error messages encountered, and relevant forms, programs and reports. You may also be asked if your institution has custom modifications in that process.

A Priority level determines the response time from the Cloud team. To choose the best priority that reflects your current urgency and impact, reference the priority descriptions on the case and select the most appropriate one. Please note, Priority 1 is reserved for the most urgent/critical issues and requires active customer participation throughout the resolution process.

For more information about Cloud priority levels, please refer to the Cloud Service Guide http://cic.ellucian.com/cloud/.

From the Ellucian Customer Center main page, click SUPPORT on the navigation bar at the top of the page. A secondary tab will open which includes a link to View Cloud Cases

View cloud cases

From the Ellucian Customer Center main page, click SUPPORT on the navigation bar at the top of the page. A secondary tab will open which includes a link to View a Cloud Case. From the Cloud Case list, click on case number. Interaction with the Cloud Case occurs through the comment field.

Updates on active Cloud Cases will occur through email notification which will summarize current activity on the Case. Details can also be viewed through the Cloud Case on the Ellucian Customer Center by clicking SUPPORT in the navigation bar at the top of the page.

Updates on active Cloud Cases will occur through email notification.

The introduction of Cases for Cloud Support is the next step in Ellucian’s multi-year strategy to improve the overall Customer Support Experience. In the upcoming phases, all Cases will be viewable through one source.

No, all Cloud support requests start with a Cloud Case using the Ellucian Customer Center.

A Cloud Case will be created for the outage and communications will be coordinated via the Cloud Case through your Cloud Assurance Manager (CAM). You will also be able to see these Cloud Cases through the Customer Center by click SUPPORT in the navigation bar at the top of the page.

No, a Cloud Case will be associated with the Change. Information will be provided via the Cloud Case and can be viewable via the Ellucian Customer Center by clicking SUPPORT in the navigation bar at the top of the page.

No, the Change Approval process has not changed. Approvers will still receive email notification that requires approval/rejection of the Change.

Customers do not update Change records directly but can provide feedback via the email approval notification response. Complex updates to the Change should be communicated via the Cloud Case or the Cloud Assurance Manager (CAM).

Details about how Ellucian Cloud Services are delivered can be found in the Cloud Service Guide http://cic.ellucian.com/cloud/.

Ellucian Customer Center is driven by roles which provide access to links and features. These roles are assigned in consultation with your institution’s contract administrator and the Cloud Assurance Manager.