Degreed's Technical Support Process

When you report an issue via phone, our Report a Problem form within the Degreed platform, or the Contact Us button in the footer of any Knowledge Center article, you start the Degreed Technical Support Process.

Tickets from identified Tech Admins automatically receive a faster-response SLA.

• The Degreed Technical Support Process
• Technical Support Issue Types
• Escalation Requests
• Additional Resources

The Degreed Technical Support Process

1. You report an issue to us.
2. The information you enter is captured in a Support ticket within Degreed's ticketing system.
3. The ticket enters our queue, which is sorted by service level agreement.
4. We respond to the ticket in the order in which it was received.
5. The issue is triaged and sent to the appropriate team for resolution.
6. The technical support team will follow up with you via email and share the reference number for the ticket.
7. Your Technical Support agent provides you with an estimated timeline to resolution, and updates your ticket as needed, until final resolution.

Lifecycle of a Degreed Support Ticket

Technical Support Issue Types

To ensure the best experience and fastest resolution time, provide the following information to the Degreed Support team based on your issue type. This list is not inclusive of all issues you may experience on Degreed:

Category of Support Request	Recommended Supporting Data
Missing completions or overdue assignments	Information from your third-party Learning Management System experience such as logs, completion certificates, etc.
Content issues	Link to Degreed content item Your expectation of intended behavior The actual behavior you're seeing
Users unable to login	Your email address A screenshot of the error including the URL and your browser's developer tool open to the console
Glitchy user experience	A screenshot or recording with your browser's developer tool open to the console
FTP files not impacting as expected	The exact FTP file name Your expectation of intended behavior The actual behavior you're seeing
Site outages	The number of users impacted The time of outage The method of access (mobile web, the Degreed Mobile App, desktop) Connection method (VPN, home network, enterprise network) Any error messages
Integrations not acting as expected	The name of the integration, Your expectation of intended behavior The actual behavior you're seeing Sample items (content, user, etc)
Business Rules not working as expected	The exact name of the impacted business rule(s), Your expectation of intended behavior The actual behavior you're seeing Sample user The date of the file used to trigger the impacted business rule(s)

Escalation Requests

You can submit escalation requests for support tickets from the support ticket or directly through your Client Experience team. For more information, see Support Escalation Guidelines.

Additional Resources

Contact or access the following resources if you need immediate assistance.

Question or Request	Degreed Point of Contact
Configuration updates	Technical Project Consultant, Technical Success Manager, or Technical Implementation consultant (if in implementation)
Consultation on best practices	Client Success Manager, Client Success Director, Client Success Associate
Discussions of contract renewal	Sales Director, Key Account Director
New integrations, business rules, configurations, technical projects	Technical Project Consultant, Technical Success Manager, or Technical Implementation consultant (if in implementation)
Product functionality questions	The Degreed Knowledge Center For feedback on product functionality, reach out to your Client Success Team.