If customer purchases a curriculum kit or item that includes digital content, a card with instructions on how to access digital material will also be included in the box
The card will direct customers to view this Curriculum CSO FAQ page and instructs the customer to email cso_support@carolina.com for assistance with any questions or issues
The web team will be responsible for handling all cso_support emails (curriculum & core)
Any phone calls will be forwarded to 7050 by phone reps
Tier 1 support will be handled by web team members (phone calls forwarded to 7050)
Tier 1:
Trouble setting up an account
Trouble purchasing a resource
Did not receive license code
Having difficulties navigating, locating resources
Forgot their password, username
How to setup a playlist
How to setup an assignment
How to setup student accounts
How to use other basic platform functions
What is the cost of products
How does the licensing work for products (how many people can use it)
How long is the subscription
How do I renew
Tier 2:
Need special pricing for products
Information about new products, upcoming products
Will these products work in my classroom/technology
Bug with the system (site down, bug with user account)
Assistance with large school/district adoptions
Reporting errors with products
Reporting issues with third party vendors (i.e. Twig, Scientific Minds, etc.)
