Overview
This Support Plan outlines the activities required to maintain your Clevr implementation effectively throughout the year. It includes key support responsibilities, estimated time required for each area, training requirements, annual maintenance cycle, and a training plan for district support contacts.
This plan reflects your specific implementation:
# of active forms
# of departments
# of users
Because user accounts are automated through Active Directory and all forms are contained within a single department, ongoing support requirements are centered on form maintenance, workflow and notification updates, occasional SIS uploads, annual rollover, district support contact training (as needed), and user account troubleshooting.
Support Responsibilities and Estimated Time Requirements
Support Area
| Estimated Time | Frequency |
User Account Management/Troubleshooting
| 1-2 hours every 500 users/week | Ongoing |
Role & Permission Reviews | 2-4 hours/quarter | Quarterly |
Form Maintenance & Workflow Updates | up to 15 min per form/week | Ongoing |
Notifications Management | As needed | As needed |
Integration Support (SIS File Uploads) | 1-2 hours per upload | 3-4x per year |
Records Management / Retention Compliance | 3-6 hours/year | Annual |
Rollover Processes | 1 hour per form/year | Annual |
Escalations to Clevr | As needed | As needed |
Support Responsibilities - Details
User Account Management
Occasional manual accounts, role checks, login troubleshooting, SSO issues.
Estimated time: 1–2 hours every 500 users/week
Frequency: Ongoing
Role and Permission Reviews
Quarterly access audits; confirming proper role assignment after staffing changes; maintaining privacy/security alignment.
Estimated time: 2–4 hours/quarter
Frequency: Quarterly
Form Maintenance and Workflow Updates
Updating dropdowns (school year, schools, terms); adjusting fields/logic; supporting evolving processes; fixing workflow issues.
Estimated time: up to 15 minutes per form/week
Frequency: Ongoing
Verifying correct users/roles for notifications; updating as responsibilities change; resolving routing issues.
Estimated time: As needed
Frequency: As needed
Integration Support (SIS File Uploads)
Uploading SIS files into Clevr; validating imports; resolving formatting errors.
Estimated time: 1–2 hours per upload
Frequency: 3-4x per year
Retention policy compliance; annual data cleanup; seasonal purging.
Estimated time: 3–6 hours/year
Frequency: Annual
Rollover Processes
Preparing forms for the new school year; updating year-based fields; testing workflows; adjusting term dates.
Estimated time: 1 hour per form/year
Frequency: Annual
Escalations to Clevr
Submitting tickets for configuration changes, complex workflows, data fixes, validation errors, or product issues.
Estimated time: As needed
Frequency: As needed
This workload is typically shared across a program lead, IT support (Accounts, SSO and Edsembli extract), and administrative/clerical support.
Training can be scheduled throughout the school year to align with related activities.
Training modules include:
- Clevr navigation (Clevr 101)
- Person management
- Privacy and security reviews
- User account troubleshooting
- Editor
- Dropdown maintenance (school year, terms, lists)
- Simple edits to forms based on district process changes
- Forms configuration
- Notification configuration
- Rollover preparation and testing
- Records management and retention compliance
- When and how to escalate to Clevr
July–August
Rollover; dropdown updates; workflow testing; privacy/security audit; updating forms for new school year
September–October
End user training and increased support
November–March
Minor form updates; privacy/security audit
April–June
Year-end cleanup; records management and retention compliance; planning for rollover; privacy/security audit; planning form changes for new school year
Our team is available for ongoing support, escalation, and improvements as your needs evolve.