Archive for February 20, 2009
Support Escalation Path
Below is the Technical Support Escalation Path (link to a word doc is also included at the end of the post). Please take a look at these procedures and use them when requesting support when Angel is not working properly. Please also pass this along to others on your campus.
Washington Online is revamping its relationship with Presidium Learning. As of 2-18-09 we have new personnel and a larger management team that are working with us to create a new Angel support portal. The new portal will be 100% Angel focused and will provide the waol office direct access to everything Presidium technicians are doing. We still have a lot of work ahead of us on this project but it will provide all of us a better level of support than we have seen in the past.
Escalation Path (For when Angel is not working properly)
1. Call Presidium Tech Support 1-866-425-8412 (Toll free)
a. Additional information coming soon on the new Angel Support Portal we are creating
2. Required information you need on hand to provide technical support personnel:
a. Waol ID number
b. Course name
c. Username
d. The path taken to where the error is occurring
e. A copy of the error message
f. Name of browser and version
g. MAC or PC and version
3. If Presidium is not able to assist you then please escalate (email) to Jesse Sims or Mark Carbon
a. Include the ticket number assigned to your case when you called Presidium
b. Include all of the information in number 2 (above)
c. jsims@lowercolumbia.edu
d. mcarbon@sbctc.edu
4. All of this information is required before a ticket is opened in the Angel Support Center. The technician needs to be able to replicate the problem so they can turn around and fix it.
5. For information on how to use Angel: https://www.waol.org/faculty_and_staff/angelSupport.aspx
WAOL Messages Seen As SPAM
College instructors are telling WAOL that they are not receiving all our messages. We do send out messages with large numbers of faculty email addresses in the blind copy, so the messages are possibly identified as spam at the colleges. One instructor showed us a message (she works out of state) that identified our email as a known phishing scam. (And none of us are getting rich on it!)
We are working on other ways to communicate with large numbers of people from multiple institutions, but in the meantime, could you white list emails from the State Board email account?
