Support Services

Terra Dotta's support team is dedicated to helping our clients learn how to utilize the tools available in Terra Dotta software, build and launch their sites, and use the software to efficiently administer daily office processes. We offer the following support resources to all clients at no additional cost. Email support@terradotta.com if you have questions or need assistance accessing any of these resources.

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Support for new clients

Kick-off and Quick Start Meetings

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Terra Dotta's friendly and professional support staff take time to meet with all new clients via web conference to make sure their sites are getting off to a great start. This series of meetings gives clients an accessible introduction to Terra Dotta software as well as a chance to ask questions. Everything begins with a one-hour kick-off meeting, then each new client receives three additional 90-minute quck start training sessions to begin work on the site with the help of an implementation specialist. Closer to the site go-live date, an additional two training sessions are provided. In between, the implementation specialist provides advice, support, and organizes additional meetings as needed. In addition, the implementation specialist assists with the work of building the site or provides additional training through 40 hours of Administrator Service.

 

Step-by-Step Guide

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Terra Dotta's comprehensive Step-by-Step Guide walks new clients through the steps they should take to build and launch their sites. Following this guide, new clients will learn how to build website content, create programs, and develop online applications. Before you know it you'll be processing real student applications and registrations!

 

Support for all clients

Terra Dotta Community Library

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The Terra Dotta Community Library (TDCL) is available to all Terra Dotta clients and was developed to facilitate the sharing of resources. Terra Dotta clients can share their institution’s marketing materials, process materials, learning content, and assessments to the TDCL and those items can then be viewed and downloaded by other client institutions. This resource can be utilized by new clients to build their online application requirements quickly or by established clients who want to see the process elements other institutions are using.

 

Support Case System

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Each client account can designate up to six support contacts who will be given access to the support case system. Support contacts can open a case if they have any question or issue with the software. Our support team is standing by and will respond to inquiries as quickly as possible.

 

Knowledge

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Our extensive help database is searchable by keyword and offers hundreds of instructional articles and training videos developed specifically for Terra Dotta software.  Search for solutions to common questions, basic how-to information, technical documentation, and suggestions for getting the most out of your software.

 

Training Webinars

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Training webinars are a great way to expand or refresh your understanding of Terra Dotta software. Topics vary from beginner to advanced and cover all aspects of the software's functionality. Click here to see the schedule of upcoming training webinars.

 

Ideas

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Need process elements reviewed before placing them live on applications? Need application cycles updated for the upcoming semester? Need various staff to approve course equivalencies? The new tasking system allows you to develop individual tasks and groups of tasks (workflows) that are delegated in sequential order for your processes. Action items are displayed right on the administrative home page when an admin logs into the software. With Terra Dotta’s new workflow management tools, you can get organized, collaborate, and automate tasks.

 

Chatter

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Clients can collaborate with other Terra Dotta software users to share ideas and resources via this interactive community discussion forum which features topical groups for following and participating in conversation. Looking for best practices? What better place to start than by asking those who use the software on a daily basis to administer their office processes.

 

Training Videos and Webinar Recordings

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Sometimes it's easier to learn by watching than reading. For those who are visual learners, a wide array of training videos and webinar recording are available inside the client support portal. If you don't see a video on a specific topic, just let us know and we'd be happy to record one for you.

 

Technical Documentation

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Technical documents are available to clients to assist with some of the more complex implementations. These resources are for advanced users and IT support staff for help with installation and maintenance.

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Mailing Address
Terra Dotta, LLC
P.O. Box 2308
Chapel Hill, NC 27515-2308
Physical Address
Terra Dotta, LLC
101 Conner Drive, Suite #301
Chapel Hill, NC 27514
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