Concourse
Service Group
Faculty/Staff and Student
Service Dependencies
Blackboard and Network
Service Department:
Development, Integration, and Hosting
Service Description
Brief Description:
Concourse is an online syllabus Management system that provides the college with a standard way of displaying course syllabus information, reviewing syllabus progress, and archiving. Concourse is integrated with Blackboard.
Features:
The Concourse syllabus system contains a consistent structure, editable syllabus content, archive capability, ease of access, and simple updating or modification.
Available Hours:
Concourse services are available 24/7.
Help
How to Access:
Faculty/Staff:
Log into Blackboard, then select the Faculty/Staff tab. Go to the Syllabus Tool module located on the faculty/staff page, then select the Course Syllabus Access link.
Student:
Log into Blackboard, then select a course link. Under the course menu and navigation, select "Start Here". The course syllabus link will be located under this section. Your class syllabus is located in the Start Here section of each Blackboard class site.
FAQ's:
None
Training Available:
Contact the Distance Education department at de@rccc.edu for questions about Concourse training.
SLA
All service level requests will be initially handled by the Service Desk.
Priority Levels and Response Times:
A priority system will be applied to all calls and tickets by the Service Desk and routed to the appropriate department according to the following criteria:
Priority, Impact, Definition, Response Time, and Resolution Time
Priority: 1
Impact: Critical
Definition: A number of college systems impacted or affects multiple people significantly
Response Time: Within 30 minutes
Resolution Time: 4 business hours or until fixed
Priority: 2
Impact: High
Definition: Affects small number of people significantly
Response Time: Within 1 business hour
Resolution Time: 10 business hours
Priority: 3
Impact: Normal
Definition: Affects small number of people, but work can still be performed
Response Time: Within 3 business hours
Resolution Time: 24 business hours
Priority: 4
Impact: Low
Definition: Affects One person, but work can still be performed
Response Time: Within 1 business day
Resolution Time: 48 to 72 business hours
Status
Report a Problem
Problems with this service should be reported to the ITS Service Desk. The Service Desk is available Monday-Friday 8:00am-5:00pm. You can contact us directly by calling 704-216-7200 or by visiting our Service Desk Portal site. A ticket will be created to track this issue and provide further communications.
Documentation
None