Using Kuali Financials Support

Overview

The Kuali Financials Support portal allows users to find system documentation and submit a request for assistance from our support team.  The searchable Knowledge Base allows users to find relevant articles for their system questions or you can look through the module specific documentation sections to find desired information.  The articles in Financials will eventually replace the user documentation for Kuali Financials and as we continue the process of transition we encourage you to let us know what topics would be helpful to you and your user base.  

Submitting a Request

The Kuali Support portal allows institutions to 'Submit a request' to ask questions, report issues, or get overall guidance for Kuali Financials.  These tickets are triaged by listed priority and those priority levels are explained below with expected response times.

Who can submit a Request?

Each member institution has two designated users that can submit tickets for support via the Kuali Financials Support portal.  If you have the appropriate access you will have the 'Submit a request' link in the top right-hand corner of your profile once logged into the system.  However, any user can by CC'd on a submitted ticket so they can track the progress of the issue and add comments to the ticket by replying to the emails they receive for the issue.

How do I request access?

If you require access or want to change the two designated contacts for your institution you can either submit a ticket to request the change (if you have that right) or simply email us at [e-mail].  Also, if you're copied on a request and you don't yet have a Kuali Financials Support account it will prompt you to setup an account via the initial copied email.

Setting a Priority

Impact	Description	Initial Response Time
Urgent	The service is unusable OR the majority of end users cannot access the service, OR a portion of the service is unusable causing severe and lasting business impact.	Within 30 minutes of request submission.
High	The service is materially impaired but is still functional.	Within 4 hours between 7AM and 7 PM Mon-Fri US Mountain Time, excluding Federal holidays.
Normal	The service is partially impaired, but workarounds are in place OR the service is functionally usable, but information, assistance or a new product feature is requested.	As soon as possible between 7 AM and 7 PM Mon-Fri US Mountain Time, excluding Federal holidays.