Context matters. It’s so important to build a relationship with the Slate experts who work with you. Through regular check-in calls, we’ll develop a deep understanding of your instance and the projects on your plate. We find that a quick screenshare or chat about an issue you’re facing often helps save time and reduces the back and forth over email. Our clients describe their regular consulting calls with us as ongoing personalized professional development, helping to keep them on track and growing in their Slate knowledge.

With the Technolutions Service Desk shifting their approach to focus exclusively on tickets regarding:

• Sensitive or confidential information

• Critical issues that significantly impact vital processes

• Assistance that requires the Support Desk's unique abilities, such as deleting objects not available through retention policies

(see New Support Desk Experience)

FGI recognizes that many institutions still have a need for regular troubleshooting assistance and best practice advising on their unique setup, beyond the role played by public forums. Our approach gives your Captains access to a JIRA service portal, where users can submit tickets, share links and screenshots, and consult with FGI’s Slate Solutions Engineering team on all modules of Slate.

There is no limit on the number of questions your designated users can ask—get the advice you need, without worrying about conserving hours.

FGI's suite of diagnostic queries provides insight into common misconfigurations and usage patterns in your instance, helping you stay ahead of issues and limiting technical debt. Twice a year, we’ll coordinate with your team to run these audit queries for you and share the findings, as well as recommendations for how to address them.

Resolve clients receive a preferred rate for configuration work. Do you know you’re going to need an extra hand during cycle prep? Have forms or source formats that need to be mapped? FGI is available to perform configuration work on your behalf, in addition to the troubleshooting support we provide via tickets. Available in 10-hour or 20-hour blocks, use Build Hours as needed, whenever you need them—Build Hours never expire.