Fitnessgram 9 Technical Support

Use the navigational buttons at left to find "Tier 1" technical support information specific to web-based Fitnessgram 9 software. Below you'll find a description of "Tier 1" and "Tier 2" Technical Support.

Tier One

(This is reasonable and customary technical support provided for free with the purchase of the program)

Included will be free updates to the software and any changes to the standards or tests. In addition:

For the school level this support includes the following:

Validation of system requirements being met, installation and troubleshooting. Teacher level support: how to enter data into the program, how to run reports, how to use all the functionality of the program that is available at the Teacher level, updating browsers, questions related to Firefox and IE, testing functions such as email, etc. Basically anything that is in the FAQs for teacher/student level, whatever documentation that is written for these users. Roles for teachers, students and School Administrators.

For the district level this support includes the following:

Validation of system requirements being met, installation and troubleshooting. How to manage teachers and teacher related data in the program, run district wide reports, promote and move students, database maintenance, importing from FG8 or customer importing, exporting data, archiving in preparation for state uploads, and anything that is in the FAQs for Admins as well as what information would be in data management documentation.

For the regional/state level this support includes the following:

Installation, connectivity issues relating to url, browser updates, getting data from districts and or schools, running state reports, bad data resolution, updating program. Admin documentation elements.

Tier Two

(This is technical support that goes above and beyond Tier One and is available for a one-time charge of $150)

Customers receive guidance on cleaning and maintaining databases; assisting with understanding of table fields and content on server; troubleshooting including looking at data from the state, district, school; working with the user at all levels to determine if it is a problem with the individual installation of FG9 or a bug in the program; log into the program with a username and password supplied by the school, district, region or state in order to evaluate a problem.

Tier Three

(These are issues Human Kinetics cannot be responsible for addressing)

Human Kinetics cannot be responsible for functioning as a or web server administrator in those installations where there is not one employed by the District or School. We can't remote into a server for any reason. And we can't teach anyone how to back up and restore databases, use server management studio, use iis7, perform clean up and maintenance on data and/or databases.