We’re here to help you get the most out of Collinear. This guide explains the various support options available to you and how to get assistance when you need it.

Support Channels

Multiple ways to get help with Collinear:

Direct Support Options

• Email Support: Contact support@collinear.app for personalized assistance.
• Live Chat: Available during business hours for real-time help.
• Support Ticket: Submit detailed support requests through your account.
• Phone Support: Available for premium support customers and urgent issues.

Self-Service Resources

1. Help Center: Browse our comprehensive knowledge base (you’re here now!).
2. Video Tutorials: Watch step-by-step guides for common tasks.
3. FAQ Section: Find answers to frequently asked questions.
4. Community Forum: Connect with other users and share solutions.

When to Contact Support

Guidelines for when to reach out for assistance:

Technical Issues

• Platform Errors: Unexpected error messages or system malfunctions.
• Performance Problems: Slow loading times or unresponsive features.
• Access Issues: Problems logging in or accessing specific features.
• Data Discrepancies: Missing or incorrect data in your account.

Account Assistance

1. Account Recovery: Help with forgotten passwords or account access.
2. Permission Changes: Requests to modify user roles or access levels.
3. Billing Questions: Inquiries about invoices, payments, or subscription changes.
4. Account Closure: Assistance with closing accounts or removing users.

Preparing for Support

How to get the most effective help:

Information to Provide

• Account Details: Your name, email, and institution name.
• Issue Description: Clear, concise explanation of what you’re experiencing.
• Reproduction Steps: Specific steps that trigger the issue.
• Impact Assessment: How the issue affects your work or students.

Helpful Documentation

1. Screenshots: Visual evidence of the issue you’re experiencing.
2. Error Messages: Exact text of any error messages you receive.
3. Browser/Device Info: Your browser type, version, and device details.
4. Relevant Files: Examples of files related to the issue (if applicable).

Support Process

What to expect when you contact support:

Typical Support Flow

• Acknowledgment: Confirmation that your request has been received.
• Initial Assessment: Preliminary evaluation of your issue.
• Troubleshooting: Collaborative process to identify and resolve the problem.
• Resolution: Implementation of a solution and confirmation that it works.

Support Timeframes

1. Response Time: Initial response typically within 1 business day.
2. Resolution Time: Varies based on complexity, from minutes to several days.
3. Follow-up: Check-ins to ensure the solution continues to work.
4. Escalation: Process for addressing issues that require additional attention.

Emergency Support

What to do in urgent situations:

Defining Emergencies

• System Outages: Complete inability to access the platform.
• Data Security Concerns: Potential security breaches or data exposure.
• Time-Sensitive Issues: Problems affecting imminent deadlines or assessments.
• Widespread Impact: Issues affecting multiple users or entire institutions.

Emergency Procedures

1. Emergency Contact: Email urgent@collinear.app with “URGENT” in the subject line.
2. Phone Support: Call our emergency support line at the number provided to premium customers.
3. Status Page: Check status.collinear.app for known system issues.
4. In-App Alert: Use the emergency alert feature in your admin dashboard.

Support for Different User Roles

Tailored support based on your role:

Administrator Support

• System Configuration: Help with platform setup and configuration.
• User Management: Assistance with managing accounts and permissions.
• Data Administration: Support for data management and security settings.
• Integration Help: Guidance on integrating with other systems.

Teacher Support

1. Assignment Creation: Help with creating and managing assignments.
2. Grading Assistance: Support for the AI grading process and adjustments.
3. Analytics Guidance: Help interpreting and using performance data.
4. Classroom Implementation: Advice on effective classroom integration.

Student Support

• Access Issues: Help with logging in and accessing assignments.
• Submission Problems: Assistance with uploading and submitting work.
• Feedback Questions: Support for understanding AI feedback.
• Technical Difficulties: Help with browser or device compatibility issues.

Feedback and Feature Requests

How to share your ideas and suggestions:

Providing Feedback

• Feedback Form: Submit general feedback through our in-app form.
• Feature Requests: Suggest new features or improvements.
• Beta Testing: Participate in beta testing for new features.
• User Surveys: Share your experiences through periodic surveys.

Feature Request Process

1. Submission: Submit your idea through the feature request form.
2. Review: Our product team reviews all requests.
3. Updates: Receive notifications about the status of your request.
4. Implementation: Learn when requested features become available.

Support Resources

Additional resources to help you succeed with Collinear:

Learning Resources

• Webinars: Live and recorded training sessions on various topics.
• Getting Started Guide: Comprehensive introduction for new users.
• Best Practices: Guides for optimal use of the platform.
• Release Notes: Information about new features and updates.

Community Resources

1. User Community: Connect with other Collinear users.
2. Teacher Exchange: Share and discover teaching strategies and resources.
3. Success Stories: Learn how others are using Collinear effectively.
4. Regional User Groups: Connect with users in your geographic area.

We’re committed to your success with Collinear. Don’t hesitate to reach out if you need assistance—we’re here to help!