Support & Training
Channels, SLAs, training library, and maintenance policy.
All systems operational
In production, support and training are delivered through Concourse's central project management & customer care platform — currently in beta. The channels, SLAs, and resources below illustrate the model.
New here? Start with your role guide: Investigator Quick-Start
8 min · video
P1 — Critical
≤ 4 business hours
System down or safety-critical function unavailable
P2 — High
≤ 1 business day
Major feature impaired, workaround exists
P3 — Standard
≤ 3 business days
Question, minor issue, or enhancement request
Support channels & escalation
- Email: support@ridgeline.example
- Phone: (888) 555-0142
- Ticket portal (below)
- Hours: Monday–Friday, 7:00am–5:00pm MT
Escalation path: L1 Support → L2 Engineer → Account Manager
Training library
Investigator Quick-Start
Civil Rights Investigator · 8 min · video
Title IX Coordinator Guide
Title IX Coordinator · 12 pages · pdf
Counselor Screener Guide (C-SSRS)
Counselor / Screener · 6 min · video
Threat Assessment Facilitator Guide
Safety & Security · 18 pages · pdf
What's New
Updates since your July 17 review
Jul 19, 2026
- Convert a case to a different type — reassign and retitle a case across any of the four case types, carrying its full record (evidence, notices, parties, audit trail) with no re-keying.
- Return a case to an earlier phase — move a case back in its workflow to add material, with every change recorded in the immutable audit trail.
- Document version history — re-issued notices and re-uploaded evidence retain every prior version, labeled current/superseded and still viewable.
- Screener output — reconfigured to “Level of Concern + Next Steps” (no risk score is computed).
- Screener guidance — inline prompts and reference documents now surface directly in the screening flow.
- Instrument routing — starting a screener recommends the correct Columbia instrument from the student’s grade band, with override.
- Public intake — submissions create a case automatically and accept document uploads; a ready-to-paste Finalsite embed snippet is included.
Maintenance windows are scheduled outside 7am–5pm MT with ≥ 5 business days advance notice.
Support tickets
Add Deputy Superintendent to employee approval chain
P3 · P3 ≤ 3 business days · Dana Whitfield · Jul 17, 2026
Counselor cannot see resume banner on iPad Safari
P2 · P2 ≤ 1 business day · Sarah Jensen · Jul 12, 2026