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Support & Escalation Guide

Implementation Questions
Login and Access Issues
Technical Issues
Class Management Questions
Training and Product Questions

To provide the fastest and most effective support, it's important to start with the resource best equipped to answer your question. School administrators and district technology teams often have access to local procedures, rostering systems, device settings, and network configurations that EPS cannot access.

Use the guide below to determine the best place to start and when an issue should be escalated to EPS Support.

General Rule: Start local, then escalate.

  • Implementation questions → School/District Administrator
  • Rostering, login, device, or network issues → District Technology Team
  • Product-specific questions that remain unresolved → EPS Support Site

Implementation Questions 

Your school or district may have specific implementation plans, requirements, schedules, or procedures that EPS is not aware of.

Examples:

  • Which assessment should I assign?
  • When should students complete activities?
  • How is our district using the program?
  • Why was a class created or configured a certain way?

Start with: School or District Administrator

Your school or district may have implementation expectations, timelines, or procedures that are specific to your organization and may differ from other districts.


Login and Access Issues

Examples:

  • Can't log in
  • Single Sign-On not working
  • Account access issues
  • Password or authentication concerns

Start with: District Technology Team

District technology staff can confirm whether a user is properly rostered, whether the required data is being shared through Clever or ClassLink, whether accounts have been created for manually rostered districts, and whether any local settings are preventing access. In many cases, EPS will need to verify this information with the district before troubleshooting can continue.

 

Technical Issues

District technology teams can review device settings, browser configurations, firewall rules, content filtering, VPN usage, and network restrictions that EPS cannot access.

Examples:

  • Activities not loading
  • Microphone or audio issues
  • Recording problems
  • Error messages
  • Slow performance
  • Features working on one device but not another

Start with: District Technology Team

District technology staff can review device settings, browser configurations, firewall rules, content filtering, VPN usage, and network restrictions that EPS cannot access. Beginning with local technical review helps identify environmental issues more quickly and provides EPS with the information needed if further investigation is required.

When contacting support after local review, include:

  • Device type
  • Browser
  • Screenshots
  • Error messages
  • Troubleshooting already performed


Class Management Questions


Examples:

  • Creating classes
  • Moving students
  • Removing students
  • Assigning students
  • Archiving classes

Start with:

  1. Review EPS Support resources.
  2. Check with your administrator for district-specific procedures.
  3. Contact EPS Support if additional assistance is needed.

 Some class management processes may be handled differently based on district policies or rostering methods. Reviewing local procedures first can prevent unnecessary changes or duplicate work. 


Training and Product Questions


Examples:

  • How do I assign an activity?
  • How do I run reports?
  • How do I use a feature?
  • Where can I find training?

Start with: EPS Support Site

 Many common questions are covered in help articles, videos, and training resources that provide immediate answers without waiting for a support response.