Technical Support Service

Our team at DDC is dedicated to providing you with the functionality and support you’ve come to expect from our 360° Solutions.

 

If an issue arises that requires the attention of our Technical Support Team, please submit a ticket with the following information to help us assist you:

 

I.                    To submit a question or report an issue with the 360° Windows System, please include:

a.      All information and background details.

b.      Screenshots if applicable.

II.                  To submit an error message, please include:

a.    All actions and processes leading up to the error and any background details.

b.    The account # on which it occurred, if applicable.

c.    Copy the entire text of the FIRST error message you receive (there will be times when one error message will preempt a second. It is important to send us the first error message you receive in the series). To get the entire text of the error message:

                                                               i.    On the error message box, click on the  icon.

                                                               ii.    A second window will open with further details.

                                                               iii.   Click on the  icon. This will copy the full text.

                                                               iv.   Paste the error message that was just copied into the ticket.

d.    Specify what happened after the error occurred.  Were you able to cancel and continue? Did the data save, if applicable?

III.                To submit a question or report an issue with the 360° Portals, please include:

a.    The portal (Staff, Parent, etc.).

b.    The module and screen.

c.    The account # and name.

d.    All background details.

e.    Screenshots if applicable.

 

IV.                To submit a question or report an issue with the Query Builder or a report, please include:

a.    All background details.

b.    The name and location of the report (ex: Public  > Demographics > General > Master Export).

c.    Include a banner page and a PDF of the report, if possible.

d.    Specify the Account # that is in question, if applicable.