Our Colleague environment is supported by multiple internal staff as well as two outside agencies.
Our primary Colleague environment support is provided through a 3rd party contractor, Ferrilli. The primary Ferrilli team member that supports us is Jimmy Stamey. However, Ferrilli has a large team of Colleague administrators and any one of them can assist if Jimmy is unresponsive.
Our Colleague environment includes:
- Colleague UI
- MyBlueRidge (Ellucian Self Service)
- Colleague printing
- Online tuition credit card payments
- Data exchanges using Ellucian Ethos
- Informer
- Our AWS cloud environment
Colleague system escalation order:
1. Assign Fresh Service ticket to Vendor_Ferrilli agent
2. Email jstamey@ferrilli.com with a link or reference to the ticket to ensure he sees it
3. If the issue is urgent and/or if we haven't received a response from Jimmy, please notify Steve and email the Ferrilli Core Team at getcorehelp@ferrilli.com
4. If it's an emergency (i.e. Colleague or MBR down) and none of the above are working or if it is after normal business hours: 1-866-880-1383 (24/7)
If no response from above, contact: Steven Young (828) 301-9068
5. NCCCS CIS Help Desk https://ncccs.servicenowservices.com/sp
NCCCS System Office:
The NC Community College System Office provides authoritative support for all data processing procedures related to Colleague. While the Ferrilli team primarily provides system-level support to make sure the systems are running properly, the NCCCS team can assist with more specific tasks such as providing guidence on the proper order to perform complex tasks such as financial aid refunds, adjusting attendance parameters for CE vs CU, etc.
https://www.nccommunitycolleges.edu/it-resources-and-services-directory/user-support
Ferrilli Team Contact Info
Relationships are at the heart of what we do
24/7 Emergency Service: (Primary) 1-866-880-1383 (Secondary) 888 864 3282 (Third) 856 873 6797
Web: www.Ferrilli.com
This email goes to the entire Core team:
This email can be used for emergency support.
Jimmy Stamey
Systems Administrator
Michelle Demchik
Supervisor
Michelle Demchik
Senior System Administrator