Support for Interfolio After Launch
If you’ve recently launched Interfolio or added a new module, this article will help you prepare for what comes next. During implementation, your Implementation Manager guided you through setup and configuration. As that project concludes, you’ll transition into the Production Phase—the ongoing period where your institution actively uses and manages Interfolio. This guide provides essential information for administrators to ensure a seamless handoff and continued success with all Interfolio products.
Support for Interfolio After Launch
After your Interfolio launch, your Implementation Manager will no longer be your single point of contact. From this point forward, Interfolio Support will be your main point of contact for all product and technical support including advanced troubleshooting and bug triage management.To make this transition seamless, your Implementation Manager shares all relevant details with the Support team. Interfolio Support operates globally and offers help by email, phone, and through our issue tracking system.
Need Support?
We encourage you to submit support tickets through the Interfolio Client Community. Available to system administrators, the Client Community allows you to submit and track tickets, view all open tickets at your institution, and monitor status updates from our team.
You can also follow known issues and review or engage with product ideas directly within the community.
If you need assistance accessing the Client Community, please contact your Account Manager or Customer Success Manager.
If you do not have access to the client community, you can still contact us via phone and email.
- Call us at +1 (833) 844-2118, Monday–Friday, 9 AM to 8 PM ET. If you call outside of these hours or on weekends, please leave a message, and a member of our Product Support team will respond as soon as they are available.
- Email us at Interfolio-support@elsevier.com. While response times for email inquiries may vary, our Product Support team is committed to providing timely and efficient support and will get back to you as quickly as possible.
Additional Resources to Support Your Journey with Interfolio
Release Cycles & Release Notes
Interfolio continuously improves its products through regular updates that include new features and bug fixes. To stay informed about what’s new, review the latest release notes whenever a new version is launched.
Check out our product release schedule to stay aware of upcoming releases.
Ongoing Training
Training for System Administrators
Interfolio University
During implementation and after go-live, system and institutional administrators, as well as software trainers, have access to Interfolio University for on-demand masterclasses designed to guide you through configuring and using Interfolio products.
Each masterclass includes a series of workshops and concludes with a certification exam. Participants who pass the exam with a score of 80% or higher earn an administrator certification along with professional development hours (which vary by masterclass).
To request access to Interfolio University, reach out to your Account Manager or Customer Success Manager.
Webinars and Office Hours
Each month, our Client Success and Product experts share tips on new features, adoption strategies, and maximizing value.
Meet with our Client Services team on Wednesdays/Thursdays for live troubleshooting, Q&A, and best practices. Times vary to accommodate global time zones.
Register for webinars and office hours here.
Check out recorded webinars on our videos page.
Training for end-users
We offer end-user eLearning courses that are available to all users on this page of our Help Center. We encourage you to share these links with your users.
Because the courses are designed to be broadly applicable, you may want to supplement them with information about your institution’s specific policies and configurations.
The Interfolio User Community
Within the Interfolio Client Community, system admins can report issues, suggest new features, track known bugs, view our product roadmap and subscribe to updates (including announcements and release notes.) Check out our article on the client community to learn more.
The Elsevier Impact Conference
Held annually, the Elsevier Impact Conference brings together institutions and Interfolio experts for networking, training, and insights into the latest developments.