Rediker Software offers several ways to help your school, from resolving technical issues and answering quick product questions to providing personalized training, professional services, account assistance, and more.
Choosing the right Rediker team will help you get the right kind of assistance as quickly as possible. Use this guide to determine where to start.
Who Should I Contact?
| If you need help with... | Contact |
|---|---|
| A technical problem, error message, or something that is not working as expected | Technical Support |
| A quick question about how to use a feature | Technical Support |
| Learning how to perform a process or complete a multi-step procedure | Training / Professional Services |
| Help correcting data, configuration, or setup problems created while using the software | Training / Professional Services |
| Learning Rediker because you are new to your role | Training |
| Adding products, users, training, or professional services | Your Customer Account Manager / Sales |
| Determining what type of Rediker help or service you need | Your Customer Account Manager |
| Scheduling training or professional services that have already been purchased | Rediker Services |
| Billing, refunds, or payment questions | Accounting |
Technical Support
Technical Support is primarily here to help when something isn't working the way it should.
Our Technical Support team can help you:
- Troubleshoot errors, unexpected behavior, or functions that are not working properly.
- Answer one or two quick questions about how to use a feature.
- Help identify the cause of a technical problem.
- Determine whether an issue may be related to the Rediker software.
- Escalate suspected software defects or issues to our development team when appropriate.
Technical Support can also provide brief guidance when you simply need a reminder about how to perform a familiar task.
When Technical Support Becomes Training
There is an important difference between resolving a technical problem and teaching someone how to perform a process.
Technical Support is not intended to provide extended, step-by-step instruction through lengthy procedures, replace training for staff who are unfamiliar with their responsibilities in the software, or provide extensive assistance correcting data, setup, or configuration problems resulting from how the software was used.
For example, if a feature produces an error or does not operate as expected, that is an appropriate Technical Support issue. If you need someone to walk you through an entire multi-step process, help you understand how your school should configure or use an area of the system, or work extensively with you to correct a situation created through data entry or configuration, Training or Professional Services is usually the better resource.
When our Technical Support team determines that an issue would be better addressed through Training or Professional Services, they may refer the request to your Customer Account Manager or our Sales team so that the appropriate assistance can be arranged.
Training & Professional Services
Training and Professional Services provide scheduled, dedicated time with a Rediker professional who can focus specifically on your school's needs.
Unlike Technical Support, this time is reserved specifically for you and can be used for more extensive instruction, consultation, configuration, or assistance.
Training or Professional Services may be appropriate when:
- You are new to a role that uses AdminPlus, AdmissionsPlus, or another Rediker product.
- You need to learn a complete workflow or multi-step procedure.
- You have several related “how do I?” questions that require more than brief assistance.
- You need personalized instruction based on how your school uses Rediker.You need assistance with data management, configuration, or system setup.
- You need extensive help correcting data or configuration issues.
- Your school wants to improve or change an existing Rediker workflow.
Training sessions are live, scheduled, and personalized to your school's needs. Sessions can range from focused one- or two-hour appointments to more extensive engagements.
Learn more about Rediker Training and Professional Services on our Training page.
Your Customer Account Manager
Your Customer Account Manager is your Rediker advocate and your primary contact for account-related needs, purchasing, and guidance when you aren't sure where to start.
Your Customer Account Manager can help you:
- Determine which Rediker team or service is best suited to your needs.
- Add or update authorized contacts and staff in Rediker's customer records.
- Purchase additional users, products, training, or professional services.
- Discuss Rediker products and services that may benefit your school.
- Escalate concerns when an issue requires additional attention.
- Connect you with the appropriate Rediker resource when you aren't sure whom to contact.
When in doubt, contact your Customer Account Manager. They can help determine the best next step.
Please note that new staff members must be added to our customer records before they can be authorized to receive Technical Support.
Customer Account Managers do not have access to your school's Rediker applications or data and therefore cannot troubleshoot technical problems within your software.
Rediker Services
The Rediker Services team coordinates the fulfillment and scheduling of Training and Professional Services after they have been ordered.
Rediker Services:
- Processes approved Training and Professional Services orders.
- Coordinates scheduling between your school and Rediker trainers or service providers.
- Helps ensure that prerequisites are completed before a scheduled service.
- Provides certain licenses or other materials required for purchased services.
If you are interested in purchasing Training or Professional Services, begin with your Customer Account Manager or our Sales team. Once the service has been ordered, Rediker Services will help coordinate its delivery.
Billing and Payment Questions
For all billing-related questions, please contact accounting@rediker.com.
For additional licenses, products, Training, or Professional Services, contact your Customer Account Manager or sales@rediker.com.
Technical Support and Self-Service Resources
Rediker's online Technical Support resources include:
- Technical Support Ticket System
- How-To Articles
- User Guides
- Videos
- Release Notes
- Feature Requests
- Product Documentation
Visit the Rediker Technical Support Center at:
https://support.rediker.com/support/home
For information about Training and Professional Services, visit:
https://www.rediker.com/support/training
Thank you for choosing Rediker Software. Our goal is to connect you with the right people and resources so that your school receives the right kind of help as efficiently as possible.