Getting Support From Edlink

Depending on what plan you choose, you may have different levels of access to Edlink support resources. Here are some general guidelines for getting the help you need.

Resources available to everyone

• Documentation: Start with the Edlink Docs. We have extensive resources available online that cover common integration scenarios, API usage, and troubleshooting tips.
• Blog: Check out the Edlink Blog for the latest updates, thought pieces, and best practices.
• Support Ticket System: If you need assistance, you can submit a support ticket through our online system.
• Eddie Lynx AI Chatbot: Chat with our helpful AI chatbot for quick answers to common questions by clicking the "Ask AI" button in the top right corner of the Edlink Dashboard.

Resources available to companies on the "Start" plan

• Developer Implementation Support: Companies on the Start plan have access to 2 hours of developer implementation support to assist with the integration process.

Resources available to companies on the "Grow" and "Scale" plans

• Dedicated Client Success Manager: Companies on the Grow and Scale plans have access to a dedicated Client Success Manager who can provide personalized support and guidance throughout the integration process.
• Dedicated Slack Channel: Companies on the Grow and Scale plans have access to a dedicated Slack channel for real-time support and collaboration with the Edlink team.
• Increased Developer Support: On the Grow and Scale plans, companies receive an additional 2 hours and 4 hours, respectively, of developer support to guide them through the integration process.
• Faster Response Times: Companies on the Grow and Scale plans have a 4 business hours response time SLA (compared to 8 hours on the Start plan).

District and university support

While districts and universities are not typically Edlink clients, they can still access certain support resources. This includes documentation and the support ticket system for general inquiries. If Edlink is supporting a large number of applications at a single district, we may also provide the district with a single point of contact at Edlink to help resolve issues more efficiently.

Support escalation tiers

For critical issues that require immediate attention, use the escalation process outlined in the document below. This ensures that your issue is prioritized and addressed promptly.