By Sarah Smith, Platinum Educational Group
At Platinum Educational Group, we are dedicated to offering our customers, including students, the highest level of assistance possible. If students reach out to our Support team, we will do our best to help them in any way we can. However, contacting us directly may not always be the most effective option for them.
Many students face challenges due to the settings used in their school, cohort, class, or tests. Our policy stipulates that the Support Team cannot make adjustments on behalf of a student. Support assistance for students' requests to change these settings must come from someone with the authority to do so.
For example, if a student asks to be transferred to a different cohort, our Support Team cannot process this enrollment change solely based on the student's request. Someone with either School or Cohort Administrator access made the decision regarding the student's placement in their current cohort at the time of their acceptance. If a transfer is necessary, the transfer request form must be filled out by a user with the authority to accept the student into the appropriate cohort.
If a student reports having issues reentering a test because they hit their time limit, resume limit, or the test hit its end date, again, we won’t adjust the settings necessary for the student to regain access to their test. Even if their instructor asked them to reach out to us, we would direct the student back to their instructor to make the changes, as we cannot be sure the student is conveying their instructor’s wishes accurately.
If a student calls in asking why they cannot sign up for a specific opportunity at a school clinical site in Platinum Planner because it is outside the sign-up window, the hours category is not activated for them, or their class is over, the Support Team can tell them why. But if the student asks us to make changes to the system on the instructor's behalf to allow that student to sign up for that shift, we will encourage the student to contact their instructor so they can make those changes on their end, if desired.
In all these instances, our Support Team would not be able to resolve the student’s issue, so we would have to direct the students back to their schools. 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 adjustments per their request, thereby solving the student’s issue.