Throughout the onboarding process, you are supported by various members of our team regarding Admin console settings, user provisioning, and Classroom syncing. Once your onboarding is complete, we continue to support your district’s user and Classroom syncs. Below is a further breakdown of the support that we offer and what support is not included.
Post-onboarding sync support
Our team members support you throughout the onboarding process regarding Admin console settings, user provisioning, and Classroom syncing. Once your onboarding is complete, we will keep your district’s user and Classroom syncs. Below is a further breakdown of our support and what is not supported.
User provisioning support
If your students report that they cannot access their accounts, we need to know. Please enter a support ticket so we can remedy this. When opening a ticket, please include the student’s ID and, if possible, their email address.
Classroom and guardian sync support
If your teachers report that their Classroom classes did not create or sync properly, your first recourse is to look at the daily sync log to see if someone changed their Classrooms. If you’re unable to identify the issue, we are happy to help investigate the issue. Please enter a support ticket, providing the teacher’s email address, the name of the affected class(es), and/or student(s). The more information you can give us, the better.
If need to make a change to your Classroom sync, need to re-provision a declined class, or need to create a student or class exception, enter a support ticket, providing as much information as possible about the change that you need to make.
Suppose your teachers or parents report issues with guardians not getting invited as they should, assuming the teacher has the Guardian Summary toggle switched to ON in their Classroom. In that case, we may need to troubleshoot the sync. We may also need to troubleshoot the guardian sync if parents receive invitations for the wrong student. Please enter a support ticket and providing the parent and student email addresses.
What’s not included
After Managed Sync onboarding, custom configuration changes, further user management, and general Google Workspace Admin Console training will require the purchase of Support Hours.
If your teachers are experiencing issues with Classroom that are unrelated to the creation of classes, syncing of students, or guardian invitations, you will have to contact Google for general Classroom support.
When to contact Clever support
Since your SIS data is feeding into Clever, there are some limitations to the support that Amplified Labs can provide with regard to your user and roster data.
Here are some examples of issues that need to be addressed with Clever:
- Incomplete user data for the username or password schema
- Incomplete roster/schedule data for Classroom provisioning
- Missing Guardian email addresses for guardian syncing
If you’re experiencing one of these issues or any other Clever-related issue, check out their Help Center for more information. You can open a support ticket with Clever or call 1-800-521-6516.