Our “Partner for Life” philosophy is something we take very seriously here at Edupoint. We are committed to providing exceptional support and professional services to help our partner districts every step of the way, because there’s nothing more important to us than your success using Synergy.
Our Customer Resource Center (CRC) provides a level of service and support that is unmatched in the K-12 SIS market. When customer or technical support is needed, you have the flexibility of contacting the CRC by phone, email, or online HelpDesk. Our large support staff and four-hour contractual response time ensure that your questions and problems are addressed quickly and completely.
Need a little virtual help? Any one of our CRC specialists can open a dedicated GoToAssist™ session between their workstation and yours, where they will be able to see your issue in action and show you exactly how to solve your problem.
Every implementation provides a context-sensitive online help system that includes Quick Reference Guides (short, step-by-step documentation for commonly performed tasks), video tutorials, and comprehensive technical documentation. You can also create your own documentation relating to district-specific tasks or customizations, for access by end users via a custom, district-created website.
At Edupoint, we think the person most qualified to decide when an issue is resolved is the person who reported it. So it is not our CRC Team that decides when it’s time to close your Synergy HelpDesk tickets – it’s you. When a CRC Representative recommends your ticket for closure, you review the ticket summary and mark the ticket resolved or unresolved. If unresolved, CRC works with you to resolve it to your satisfaction.
The Synergy HelpDesk is a powerful, online collaboration tool designed to keep track of issues and automatically manage them to resolution. Customers can log in 24/7 right from the Synergy interface to open a new ticket or view up-to-the-minute status information on existing tickets.