We run the day-to-day functional and technical support that keeps Ellucian environments healthy — backed by SLAs, release discipline and an escalation path to senior architects when it matters.
What we deliver.
Functional support
Tier 2/3 functional support across Student, Finance, HR, Financial Aid and Advancement.
Technical support
Banner, ESM, Ethos and surrounding stack support — including incident triage and root-cause analysis.
Patching & release readiness
Patch cadence management, regression testing and release readiness sign-off.
Upgrade coordination
Banner 9, Self-Service and Ellucian SaaS upgrade planning, testing and orchestration.
Production monitoring
Proactive monitoring, alerting and capacity reviews that catch issues before users do.
Escalation & user support
Documented escalation paths into the senior bench when frontline support hits the ceiling.
Measured in the metrics that move the P&L.
How we engage.
Monthly retainers · tiered support plans · SLA-based contracts.
Our approach.
Onboard
Estate discovery, runbook capture and SLA design tailored to the institution.
Operate
Tiered support, patching cadence and release readiness run as a managed service.
Improve
Quarterly service reviews, defect-trend analysis and continuous optimization of the support model.
Evolve
Upgrade coordination and modernization on-ramps as the platform and institution change.