SSE Integration Issue Resolution Best Practices

 

When SSE integrations are not working as expected, the following help center resources are available for all customers:

If an issue cannot be resolved by institutional staff:

Customers should open a support ticket by clicking Submit A Request for additional assistance. When opening a ticket, please include all relevant technical staff and summarize the issue, including:

  • What is happening
  • When it started
  • How many people are affected
  • Which articles were used and what steps were taken already
  • Error messages
  • Screenshots that describe the problem
  • For customers with a subscription services plan, permission to use credits if further escalated

If Support cannot resolve the issue:

  • Customers without a subscription services plan will be referred to the Watermark Academy to engage with our Client Services team.
  • Institutions with services packages may have their work transitioned directly to a technical consultant.

When escalating to Client Services:

Support tickets are categorized based on the severity and priority of integration issues, as follows:

Login Issues

  • If no one on campus can log in, this is a high priority issue and it will be addressed immediately for customers with or without a subscription services package.
  • If log in issues are isolated to a few people, this will be resolved based on the wait time schedule for customers without subscription services packages. Institutions with services packages may have their work transitioned directly to a technical consultant.

LMS Integration Issues

  • If there is no new LMS data syncing with SSE and the LMS Integration Jobs are completing, this is a high priority issue and it will be addressed immediately for customers with or without a subscription services package.
  • If there are LMS integration issues, such as missing current grade data affecting only some courses or users in SS&E, this will be resolved based on the wait time schedule for customers without subscription services packages. Institutions with services packages may have their work transitioned directly to a technical consultant.

SIS Integration Issues

  • If there is no new SIS data importing into SSE, this is a high priority issue and it will be addressed immediately for customers with or without a subscription services package.
  • If the SIS integration is not working as expected for some data feeds and you are unable to resolve it within your institutional teams, this will be resolved based on the wait time schedule for customers without subscription services packages. Institutions with services packages may have their work transitioned directly to a technical consultant.
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