Below is the Technical Support Escalation Path (link to a word doc is also included at the end of the post). Please take a look at these procedures and use them when requesting support when Angel is not working properly.

1. Call Presidium Tech Support 1-866-425-8412 (Toll free)
    a. Additional information coming soon on the new Angel Support Portal we are creating

2. Required information you need on hand to provide technical support personnel:
    a. Waol ID number
    b. Course name
    c. Username
    d. The path taken to where the error is occurring
    e. A copy of the error message
    f. Name of browser and version
    g. MAC or PC and version

3. If Presidium is not able to assist you then please escalate (email) to Jesse Sims or Mark Carbon
    a. Include the ticket number assigned to your case when you called Presidium
    b. Include all of the information in number 2 (above)
    c. jsims@lowercolumbia.edu
    d. mcarbon@sbctc.edu

4. All of this information is required before a ticket is opened in the Angel Support Center.
    The technician needs to be able to replicate the problem so they can turn around and fix it.

Technical Support Escalation Path (the word doc!)

• For information on "how to use Angel" go to: https://www.waol.org/faculty_and_staff/angelSupport.aspx
  
  
• For Faculty Angel Training go to: http://www.waol.org/info/training/instTrainingRegistration.aspx
  
  
• For more Faculty Training opportunities:
  http://blog.waol.org/tag/angel-training/