Handshake's Support team is available to assist with a variety of inquiries, from troubleshooting unexpected issues to providing guidance on feature usage.
Ticket urgency and classification
Our team uses the framework below to prioritise and resolve issues quickly and efficiently.
Urgent
- Any critical issue affecting all users.
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The Handshake platform is inaccessible, or there are data integrity issues without any available workaround.
- Example: Career services staff, students, and employers cannot access Handshake; the kiosk is malfunctioning during an event; or all job postings and interview schedules have disappeared.
High
- Handshake issue is persistent and affecting course functionality for several users.
- Course Handshake functionality is impacted or there are significant reliability issues.
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There are no feasible workaround(s) available.
- Example: Employers can’t register for an event or fair.
Normal
- Handshake issue is affecting a small amount of users.
- A short-term workaround is available, but cannot be scaled.
- Inquiry about a routine technical issue or questions regarding Handshake features, usage, or configuration
- Example: How do I post a job or request an event?
Learn more about How to Get Support Tickets Resolved ASAP.
Support interaction policy
Handshake is committed to providing a safe environment for our users and employees during any conversation on our platform or through the vendor tools we use to service our customers. We require that all interactions with our team members be consensual, meaning conversations must remain professionally relevant and contribute constructively to our community.
We expect every user to be civil and respectful when interacting with our team. If any of our employees choose to terminate a conversation due to abusive behaviour, they may do so without penalty or fear of retribution.
Handshake does not tolerate abuse of its employees: We do not allow profanity, bullying, harassment, unwanted advances, threats, violence, intimidation, prejudice, retaliation, discrimination, dehumanising, or hateful language or actions against individuals working for or on behalf of Handshake.