Store Escalations Tier 1: Brytewave Support
All student, faculty access, failed transactions and refund issues:
Brytewave / eReader questions - Please call: 877-612-2233 or send an email to: customerservice@brytewave.com
Store Escalations Tier 2: RedShelf Support
Response time for any tickets submitted is:
- 8 hours during Rush periods (Aug. 1 – Sept. 15 & Dec. 15 – Feb 15)
- 24 hours during Non-Rush periods
- Store must submit a ticket via RedShelf ZenDesk
Partner Dash:
Technical support, log in/access issues, title request follow-up should be logged in a ZenDesk ticket.
Please note that title approvals can take 1-4 weeks depending on the publisher and time of year.
For title request follow-ups, please be sure to include your store number and the ISBN(s) in question.
Publisher Not on PartnerDash:
If the publisher you are trying to submit is not available in PartnerDash, we can begin working on establishing a relationship post- rush. Send the publisher name, contact information, website, and title needed to digital2@follett.com who will partner with RedShelf to get this vendor set up.
LMS set-up:
Locate your campus's details on the LMS Setup Document. If you cannot see your campus details, please add them.
Immediately send an email to rick@redshelf.com and AccessOperations@follett.com to alert them of the new LMS addition since outreach has already started.
RedShelf will reach out to the campus contact that you added to the sheet and provide a unique key, secret. and launch point to the school.
LMS Integration issues:
Please click the link below to submit a troubleshooting ticket and be sure to include a screenshot of the error you're encountering.
https://brytewavesolve.zendesk.com/hc/en-us/requests/new?ticket_form_id=360001332214
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