Colleague

What Is It?

We provide comprehensive assistance for users of the Ellucian Colleague enterprise resource planning (ERP) system. This includes technical support, functional guidance, system administration, integration assistance, and end-user training to ensure smooth operation and optimal use of the platform across institutional departments.

Key Features and Offerings:

  • End-User Support: Assistance with navigation, data entry, reporting, and troubleshooting common issues in Colleague modules such as Student (ST), Finance (CF), and Human Resources (HR).
  • Technical Support: Troubleshooting and resolution of technical issues including system errors, performance problems, and access issues.
  • System Administration: Support with user account management, security roles, scheduled job configuration, and system parameter settings (including VAL codes).
  • Upgrades and Patches: Coordination and support for Colleague updates, including testing, deployment, and communication of changes.
  • Integration Support: Assistance with third-party integrations (e.g., Ellucian Ethos, reporting tools, LMS, CRM, and payment systems) to ensure data consistency and process alignment.
  • Development and Customization: Development of custom Colleague processes or customization of Ellucian-delivered processes to meet institutional needs and enhance system functionality.

Who Is Eligible to Use It?

ACC Faculty and Staff

Where Can I Get It?

Click the "Submit Request" button on this page.

How Do I Use It?

Request the service through this page and include any pertinent information including your ACCeID and the product, application area, mnemonic, or functional area you need assistance with.

Service Level Agreement (SLA)

Response and resolution times are based on operational hours (Monday through Friday from 9:00AM to 5:00PM).

Request SLA  
Response Time 6 business hours
Resolution Time Within 7 business days, 85% of the time

Please Note: Response Time is measured from ticket submission date/time until the ticket is moved to an 'In Process' status. Resolution Time is measured from ticket submission date/time until the ticket is completed/resolved. A ticket in an 'On Hold' status (e.g. IT is waiting for additional information from the requestor) does not count toward the Resolution Time.