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: firstname.lastname@example.org
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
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 email@example.com who will partner with RedShelf to get this vendor 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 firstname.lastname@example.org 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.