DHF Guide 9: Fellow-to-Support Escalation Checklist
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📋 Guide 9: Fellow-to-Support Escalation Checklist
When you encounter a technical issue on the Darey dashboard that you cannot solve on your own, you will need to message Customer Support. To help the technical team resolve your issue quickly, your message must include specific details instead of general complaints.
Before sending a support message, collect and provide the following information:
- Your Cohort Number: Clearly state which cohort you belong to.
- The Specific Track / Course Name: For example, state "Software Development" or "Data Science" instead of just saying "my course".
- The Exact Step Number: Provide the step number where the issue is occurring (e.g., Step 3 or Step 10). This keeps the technical team from wasting time troubleshooting every single step in your track.
- Expanded Grade Breakdown Screenshot: If your issue is about grading, click to expand your evaluation results criteria and take a screenshot of the line-by-line breakdown.
- A Clear Description of the Behavior: State exactly what happens (e.g., "The lab keeps spinning on a loading cycle for over 5 minutes" or "The AI grader shows an error window when I click submit").