OUR APPROACH
Strategic Partner
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IMPLEMENTATION
Collaborative project development is what we find works best. All activities will be monitored and controlled during their duration to guarantee all requirements are met. Your implementation manager will be constantly verifying and controlling the scope, schedule, quality of deliverables while managing risks and reporting on status. Below are "sample" schedules that would be refined upon additional discussion.
SIS Data Integration
9:00 – 12:00
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Create extracts from SIS and load roster data into Mileposts
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Required: SIS Administrator
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As needed: Principal/Superintendent, designated Mileposts Administrator
Load Assessment Data
1:00 – 4:00
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Gather state and district assessment data and load to Mileposts
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Required: Mileposts Administrator, the user who can access and download all state and district assessment data
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As needed: Principal/Superintendent
Assessment Data/Configuration
9:00 – 12:00
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Finish Assessment Data Load
1:00 – 4:00
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Set up users in Mileposts, set up interventions, plans, etc. in Mileposts
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Required: Mileposts Administrator
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As needed: Principal/Superintendent
Training
9:00 – 12:00
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Admin training, plan for a train-the-trainer session
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Required: Mileposts Administrator
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As needed: Principal/Superintendent
1:00 – 4:00
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Train-the-trainer training session
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Required: Mileposts Administrator, Mileposts evangelists, and those who will be helping train and assist teachers with the product at your district
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As needed: Principal/Superintendent
TRAINING - COORDINATED SCHEDULE
Client engagement and services is a foundational pillar of the company, and one of the main reasons we have developed a stellar reputation within the education community. Silverback Learning will provide hands-on training and practice of navigating the platform as well as relevant administration instructions specific to every school. Training will be offered in a train-the-trainer format and conducted in-person, or via an online web-seminar environment. Additionally, Silverback Learning provides its clients with several pre-scheduled joint “check-in” touchpoints through the academic year that are aligned within your district PD schedules.
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TRAINING - ONGOING SUPPORT
In addition to implementation and training, ongoing support is the third tenet of Silverback’s mission to maximize client engagement with Silverback products. Support begins within the product itself, with a Help and Support Center in the top right corner of the main menu, and prevalent throughout other menus and functions of the program.
If self-support doesn’t solve the issue, users can launch a support ticket that instantly assigns an issue number and forwards to an in-house managed support team.
KNOWLEDGE BASE SYSTEM
Step by Step Guides and Videos
Best Practices
Searchable
How-to-Section
SUPPORT TICKETS
Support ticket created instantly and acknowledged by team member
Team Member will follow-up within one business day
Ticket resolution can be same day, or for those that take longer, the ticket tracking system helps manage the process every step of the way.
Clients can also call our dedicated support team during normal business hours (8AM - 6PM MST) for any urgent needs or email the support team at any time. Our website also allows users quick and easy access to contact us through multiple channels. In addition, Silverback Learning also performs periodic and specifically focused online seminars for specific modules and new features, that any district can attend and start to build experiences with the entire user community.