Submitting a Support Request
This guide explains how DASH PBDA partners should submit support requests, how requests are prioritized, and what to expect during and after submission.
It supports timely resolution, clear escalation, and consistent documentation.
Purpose
This guide applies to partner support requests only. Loss, theft, and damage reporting are covered in separate Partner Support Guides.
When to Use This Form
Use the Support Request Form when you need help with:
- Device setup or use
- Connectivity, Wi-Fi, or internet access
- Software or application issues
- Account or portal access
- Training or learning resources
- Program or operational questions
- Feedback related to DASH PBDA
All support requests must be submitted through this form. Email, phone, or informal requests will be redirected to the form.
How the Support Request Form Works
The form follows a simple, intentional order:
- Identify your partner location
- Provide your contact information
- Select the type of support you need
- Identify the program involved
- Provide device information if applicable
- Select the severity level
- Describe the issue
- Attach files if helpful
Each step helps route your request correctly and reduces follow-up.
Partner Portal Ticket Tracking
All submitted support requests create a support ticket that can be viewed and tracked through the Partner (Customer) Portal.
Partners can:
- View ticket status and updates
- Read responses from the KINBER support team
- Add comments and reply directly within the ticket
- Upload additional information or files as needed
Using the portal keeps all communication in one place and helps resolve issues faster.
Partner and Program Context
You will be asked to select:
- Your partner location
- The DASH PBDA program involved:
If your request involves a device, you will also be asked for the Device Asset Tag, the KINBER ID found on the device sticker. Providing this information upfront helps resolve issues faster.
Severity Levels
Severity describes the impact on your site or services, not how urgent the issue feels. Severity 3 is the most critical. Severity 1 is the least critical. Selecting the correct severity ensures fair and timely support for all partners.
Critical, Site Impact
This is the highest level of severity. Choose Severity 3 only when your site cannot operate or there is serious risk.
Examples
- The Digital Learning Lab cannot function
- Multiple devices are unusable
- A suspected security incident
- A scheduled session within the next 24 hours cannot proceed
What this means
- Your request is prioritized immediately
- If submitted outside normal business hours, it qualifies for after-hours escalation
- You will be instructed to contact Dataprise by phone and reference your ticket ID
- KINBER resumes coordination the next business day
Use this level sparingly.
Service Degraded
This is a medium level of severity. Choose Severity 2 when your site can still operate, but service is significantly impacted.
Examples
- Several devices affected, but some remain usable
- Ongoing connectivity or Wi-Fi issues
- Repeated problems affecting normal operations
What this means
- Routed for priority review after critical issues are addressed
- Escalated to technical vendor support when appropriate
General Support
This is the lowest level of severity. Choose Severity 1 for individual issues, questions, or requests with limited impact.
Examples
- Single-device issues
- Account or portal access help
- Training or learning resource requests
- Program questions or feedback
What this means
- Routed to the standard support queue
- Reviewed in order of submission
Support Outside Normal Business Hours
Support requests may be submitted at any time, including evenings and weekends.
Important rules:
- All requests must still be submitted through the Support Request Form
- Only Severity 3 requests qualify for immediate after-hours escalation
- Severity 1 and Severity 2 requests are reviewed on the next business day
For Severity 3 requests submitted outside normal business hours, the confirmation message will instruct you how to contact our Tech Support Provider, Dataprise. For Severity 3 requests submitted outside normal support hours, the confirmation message will instruct you how to contact Dataprise by phone or other available support options.
Severity 3 requests are handled directly in Dataprise’s support system to enable immediate response. KINBER remains the system of record for the program and will document the issue, actions taken, and final resolution in the Partner Portal support ticket for future reference and audit purposes.
How Requests Are Reviewed and Responded To
KINBER does not operate fixed support desk hours.
Support requests are reviewed and responded to in an organized, severity-based manner.
How this works:
- Severity 3 requests are reviewed first due to their impact or risk
- Severity 2 requests are reviewed after critical issues are addressed
- Severity 1 requests are reviewed in order of submission
KINBER makes best-effort to acknowledge and respond to requests as promptly as possible based on severity and volume.
In general:
- Severity 3 requests receive immediate attention
- Severity 1 and Severity 2 requests are typically responded to within one business day
Response timelines are targets, not guaranteed service level agreements.
After You Submit
Once submitted:
- Your request becomes a tracked support ticket
- It is routed based on severity and request type
- You may be contacted for clarification
- Updates and responses are recorded in the ticket
- The ticket is closed once resolved
All support activity, updates, and partner responses are visible and managed through the Partner (Customer) Portal and tied to your organization.
Best Practices
- Select severity based on site impact
- Include the Device Asset Tag when relevant
- Be clear and specific in your description
- Attach screenshots or photos when helpful
- Submit one request per issue
Following these practices helps resolve issues faster.
Using This Guide Going Forward
KINBER regularly reviews support request volume and trends.
As the program scales, support processes may evolve, including changes to monitoring capacity or the introduction of more defined support coverage. Partners will be notified of any updates in advance.