Support
| Question | Answer |
|---|---|
| Who can contact Campus Support? | District-designated Authorized and Technical Support Contacts. |
| How many contacts can we have? | Each district designates one Technical Contact and two Authorized Contacts. One additional contact may be added for each Premium Product/Suite that the district has purchased. |
| Why are designated Support Contacts needed? | Protect Students - Contacts are the only individuals authorized to ask Campus Support to look into and discuss issues regarding private student data. Protect Data - Contacts are the only individuals authorized to ask Campus Support to modify, restore, and/or delete data. Provide Organization - Contacts prevent duplicate cases and promote ease of communication with the district's point person on each issue. Develop Relationships - Contacts create an efficient relationship between the Customer and Campus for activities being handled at each district. |
| What are the responsibilities of a Support Contact? | Authorized Support Contact:
Authorized Technical Contact: Same as Authorized Support Contact, plus:
|
| How do I update the district's Authorized Support Contacts? | A District Contact creates a Request a Service support case to Modify Support Contacts. They can also contact their Campus Client Relationship Manager. |
| Why is it important for the district to keep their Authorized Contacts updated with Infinite Campus? | If an Authorized Contact no longer works at the district and contacts Infinite Campus, they could potentially request damaging changes. Keeping the contact list updated allows districts to designate their best current resources as support contacts. |
| Are there designated Support Advisors for our district? | Campus Support does not designate specific Advisors for each district. All Advisors are equipped to answer any call, begin troubleshooting issues, and escalate issues, if needed. |
| Are Campus Support Advisors FERPA trained/compliant? | Yes. FERPA training is part of the required Support Certification completed by each Advisor prior to taking customer cases. |
| Does the Support Advisor have access to the district's site? | Yes. An account has been created in your Campus site for Support Advisors that allows them to log in at the administrator level to troubleshoot reported issues. |
| Does the Support Advisor have a screen sharing tool? | Yes. Campus Support utilizes BeyondTrust to do screen sharing. |
| Can the Support Advisor make changes to the district's site? | Yes. Support Advisors are able to make changes to your Campus site after receiving written permission on a case from a Support Contact. |
| Can the Support Advisor delete data on the district's site? | Yes. Support Advisors are able to delete requested data after receiving written permission on a case from a Support Contact. |
| Can the Support Advisor upload data to the district's site? | Data uploads are performed by the Campus Technical Services team and may be considered a billable service. |
| Can the Support Advisor submit state reports for the district? | Infinite Campus Support does not submit state reports on behalf of districts. |
| How do I reach the Advisor working on my case? | You may reach out to the Support Advisor working your case in two ways:
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| What happens if a non-authorized contact calls Campus Support? | Support will remind non-authorized callers that the district has contacts for Campus-related questions. We may also create a case under the name of a Support Contact who can then determine the next step for the case. |
| Can parents/students call Campus for help? | For security purposes, and because most issues experienced by parents and students require the assistance of a district employee, these users are encouraged to contact their district office, school, or teacher. Use of the Campus Support Team is reserved for Authorized and Technical Support Contacts. Infinite Campus does provide assistance for the Campus Parent and Campus Student apps on our corporate website here. |
| What happens if a parent or student calls Campus Support? What info is shared? | Parent and student callers will be directed to contact their district or school offices, or to talk to their teacher. Support Advisors may share basic Campus Parent/Campus Student troubleshooting tips, such as setting adjustments. We do not share any student data or login information with non-authorized callers. |
Training
| Question | Answer |
|---|---|
| What options are available for training? | Infinite Campus offers a combination of live webinar and in-person training as well as prerecorded content. |
| Do you have training guides for the district to share with staff? | Training Outlines are created for each specific training and are delivered as a part of the training planning process. Outlines consist of an agenda and helpful resources for participants to reference after the training. For non-training related materials, there are helpful Study Guides that allow users to do self-study using Infinite Campus documentation and can be shared with new staff. |
| How do we request training? | Authorized and Technical Contacts can enter training requests through the case management tools in Campus Community. Our training team will reach out to confirm training details and coordinate schedules. |
| How do we pay for training? | A purchase order will be collected before training is scheduled. Campus will send an invoice upon completion of training. |
| How do we cancel a training session? | Contact the trainer by adding a note on the training case at least 24 hours prior to the scheduled start time of training. |
| Can we request an on-site training class and split the cost with another district? | Yes. Training requests for on-site training can be submitted through the Campus Community and split between districts. All on-site training is subject to training costs and trainer travel expenses. |
Technical
| Question | Answer |
|---|---|
| What is Campus Cloud Choice Hosting? | Campus Cloud Choice Hosting provides the most economical hosting solution for medium to large-sized districts, while providing the greatest degree of freedom and flexibility in selecting which specific version number of the product to run and when to switch versions. For more information. see Campus Cloud Choice Hosting |
| What do we do if our site goes down? | In the event of an outage, a Support Contact should report the issue to Campus via the Portal and follow up with a phone call to Campus Hosting. |
| How do we request an update to our Campus version? | The Technical Contact for Campus Cloud Choice customers may request a site version update via Campus Community. Select Support, then choose Update Requests, then Request an Update. Select the date, time, and version to which you would like to update. |
| What version of Infinite Campus are we on? | Your Campus version displays on the login page on your district Campus site in the top-right corner. |
| Which sites do we have and what is their purpose? | All customers have a Production site. This is your live Infinite Campus site. A Sandbox* is a snapshot copy of your Production site. It may be used to test new configurations without changing your live data. A Staging* site is a copy of your Production site. It is used to test new Campus versions before applying them to your production site. *Availability of the additional site types is dependent upon your district or state contract. |
| What is the production environment? | The production environment (also known as the "live" environment) is the web application and database where users do their day-to-day work. This environment handles all incoming data from the production URL, interfaces with the district’s production database and provides all outgoing data to that URL. This environment links to the Campus Community for easy access to product information and learning material, and provides individualized logins for each district user including teachers, staff and students. Each login is access-restricted, meaning each Campus user only sees the features of Campus they have been assigned by their district’s administrator. Districts have the option of authenticating user accounts using LDAP or SSO/SAML, and the Data Extract Utility is included at no extra charge. Campus Managed Services is available to assist with implementing any additional Premium Products/Suites a district may choose. |
| What is the sandbox environment? | The sandbox environment replicates the production environment. When the production environment is updated to a newer version, the sandbox environment is also updated to the newest version. The sandbox environment provides a place for districts to test Campus features or implementing change for your district prior to committing them to production. Customers should use this environment for training purposes. Infinite Campus refreshes this environment with data from the customer’s production environment via an Update Request marked DB Refresh. Some data in the sandbox environment is scrambled or removed, and features such as Messenger or Task Scheduler may be disabled in order to prevent conflicts with the production environment. |
| What is the staging environment? | The staging environment is a database and a web application where customers can review new releases prior to updating their production environment. By using a staging environment, users can get first-hand experience on how new functionality works within Campus, as well as how the version is behaving with their configuration and set of data. Infinite Campus will refresh this environment with data from the customer’s production environment at the request of the customer. |
| How do we refresh our sandbox? | District Technical Support Contacts can request sandbox refreshes using the Manage Updates tool, which can be accessed from the right side of the Community home page under Update Requests. Technical Contacts can also access this tool via the Support dropdown menu in the Toolbar. Hover over Support to open the menu, then select Update Requests. For more information see the Sandbox Refresh article. |
How to obtain server access?
| Support contacts may request for an individual to gain server access by submitting a Case. In the Portal, choose Request a Service, then Server Access. Perform the following steps:
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| What is the backup data retention policy? | Backups are done nightly and are retained for 30 days. For more information see the Campus Backup Data Retention Policy article. |
Product
| Question | Answer |
|---|---|
| Where can I find information on recent changes to Infinite Campus? | Campus is a living solution that’s continually improved to provide you the best student information system value. All of these changes are delivered in our regular Release Packages. We provide Release Notes for every release here. |
| How do we make suggestions for changing/enhancing Campus? | Forums - All Campus users are invited to share ideas in the Forums. Campus staff may add threads asking for feedback on specific functionality. Surveys - Surveys on specific functionality are periodically available in Campus Community. Currently available surveys, including the Product Development Customer Input survey, can be found here. Campus Learning Suite - Campus Learning Suite includes feedback mechanisms for teachers within the User Menu. |
| When will an issue/enhancement be released? | Release Notes inform users when issues and new enhancements are released every four weeks. Issues that have significant impact, especially without a workaround, may need to be released sooner, and are done so via Rx Packs once a fix has been found and tested. Not all requested enhancements may make it into the product. Campus receives thousands of enhancement requests yearly. Enhancement requests are reviewed regularly, and those that fit within the scope and vision of the product may make it into a future development project. |
| Which third-party applications are needed to run Infinite Campus? | Please review the Supported Platforms article for information. |
| I am integrating with a third party. Can you work directly with them to help? | Please share this form with your vendor (if that vendor is not already a Digital Learning Partner) so they may contact Campus and learn more about our Digital Learning Partner Program. |
| Does our district need to take updates? | If you are a Campus Cloud customer, updates will be applied to your site automatically at an appointed date and time. Campus Cloud Choice customers may select a date and time to be updated to a specific version. An update may be required for issue resolution. |
| Is support provided for all versions of Infinite Campus? | Technical Support is available for all current and prior versions of Infinite Campus software. An update to the latest version of Campus may be required to resolve an issue. |
| How do we request a custom tool/report? How do we report an issue with a custom tool/report? | Support Contacts may submit a request in the Portal under Custom Development. |
| How is Infinite Campus designed to work? How can I teach myself about a feature in Infinite Campus? | The Knowledge Base provides articles and videos for all tools available in Infinite Campus. |
| I’m getting errors in my state reporting. Can you help me resolve them? | We provide detailed report logic for each supported state report here. Please refer to the specific report documentation first to help resolve your issue. If you need additional help, please submit a Support case identifying the problems you are having with your state report so we can help to resolve them. |
| The state has made some changes. How do I make sure that Campus is aware of them? | Please submit a Support case outlining the change and attach any relevant state documentation. Support will make sure that our state reporting team is aware of the changes. |
| The SPA asked me to send in some information. Should I create a case? | Please submit a Support case providing the needed information and attach any relevant state documentation. Support will make sure that the SPA and our state reporting team receives the information. |
Sales
| Question | Answer |
|---|---|
| What Infinite Campus products, beyond the student information system, are available? | Numerous Premium Products and Premium Suites are available. These additions seamlessly integrate with the Campus SIS and eliminate the need for third-party products. Additional information is available here. |
| Are product demonstrations available? | Yes. Interactive product demonstrations are available each month. Request a demonstration of functionality here. |
