The following information should be included in the ticket or available at the time of calling:

  • School you are calling from
  • A concise description of the issue you are encountering
  • Detailed step-by-step directions to reproduce the issue
  • Student information if issue is in reference to a specific student
  • Any error messages or dialog encountered along with the issue as well as the time the issue occurred in order for Support to cross reference the error logs
  • Screen shots of error messages


Information about the machine running SV: 

  • Operating system (Including version)
  • Browser (Including version)
  • Any additional hardware or software that may be relevant to the issue
  • Ensure the machine encountering the issue meets the minimum system requirements for the product