Getting Help For Interfolio
Interfolio's Scholar Services team will act as the primary contact for product and technical support for an institution's administrators, faculty, and staff. This article will cover how to contact Scholar Services, available hours, and general response times.
Tier 1 - Scholar Advocates
Initial issue triage, product education, and support for “how-to” questions. Primarily serving our faculty and Dossier users.
Tier 2 - Customer Success Advisors
Complex troubleshooting, bug triage, and product support. Primarily serving our administrative users.
Help requests can be made from a variety of channels:
Scholar Services is available the following hours Monday - Friday:
- Email/ticket form: 5:00am - 10:00pm ET
- Phone: 9:00am - 6:00pm ET
- Chat: 9:00am - 6:00pm ET
- Email/ticket form: 9:00am - 8:00pm ET
- Phone: 9:00am - 8:00pm ET
For immediate help, the best way to contact the team is via phone. If you call after hours or on the weekend, please leave a message and a member of the Scholar Services team will return your call as soon as they are next available.
First response times for email tickets vary, although Scholar Services always tries to reply in a timely manner.