We here at Platinum Educational Group pride ourselves on doing our very best to assist our customers with their use of our products, including students. If students do reach out to our Support team, we will provide them with as much assistance as we can, however, sometimes having your students reach out to us directly may not be the best course of action.
Many issues that students experience are a result of the settings in their school, their course, their class, or their tests and it is our policy that our Support Team will not make adjustments to these settings on the behalf of a student. The requests to adjust settings must come from a user that has the access to adjust those settings.
For example, if a student requests to be transferred to a different course, Support will not transfer the student just because they asked. Someone with either School or Course Administrator access decided that the student belonged in their current course when they accepted them in. If that is not the case, and the student needs to be moved to another course, that request must come from someone who has the authority to accept the student into the correct course.
If a student reports having issues reentering a test because they hit their time limit or resume limit, again we wouldn’t adjust the settings necessary for the student to regain access to their test. Even if they were asked by their instructor to reach out to us, we would direct the student back to their instructor to make the changes, as we cannot be certain the student is conveying their instructor’s wishes accurately.
If a student called in asking why they could not sign up for a specific shift or opportunity in Platinum Planner, the Support Team can let the student know why they cannot. But if the student asks us to make changes to the system on the behalf of the instructor to allow that student to sign up for that shift, we will need to direct that student back to the instructor, so they can make those changes on their end.
In all these examples our Support Team would have to direct the student back to their instructors. When it comes to assisting students, we can only do things for a student that a student could do for themselves, not something that would require that they have a higher level of access. However, if the instructor called in on behalf of the student, we could walk the instructor through the steps to make the adjustments or make the adjustment per their request, thereby solving the student’s issue.