Raise an Information Request

This article outlines how to request information from us to help you understand and act on specific situations or events involving your students.

Before you begin

To help our team process your request quickly, collect the following information relevant to the situation or event involving your students:

• Organization’s name
• Student’s username
• Date range
• Time range
• Any relevant detail that you think might help our team

For emergency situations: Rapid Information for a Student Emergency (RISE) Process

You should start the RISE process in an emergency situation when a student’s safety or wellbeing is at serious risk or if law enforcement agencies are involved. For example, if you suspect that a student is planning to run away with a person who may have groomed them online, or if a student has threatened to commit violence in school and the police are involved, then start the RISE process to access relevant information.

We will strive to provide you with the report within one hour, including holidays and non-school days, but this may not be possible in every situation. The report will include:

• Contextual captures
• Any information that was escalated to our human moderation team
• Moderation notes for alerted events

For non-emergency situations: Non-Urgent Student Information Request

The Non-Urgent Student Information Request applies to non-emergency situations where you need additional information on a student or about an event that occurred in a certain period. For instance, if a student is accused of bullying, you can verify this claim by reviewing relevant information from Monitor, including captures of inappropriate entries on a certain day.

Monitor’s specialist team can provide you with:

• Contextual captures
• Any information that was escalated to our human moderation team
• Moderation notes for alerted events

We will strive to provide you with the report within one business day. Make sure to provide all the required information in your request and respond to any queries from our team as soon as possible. If your request falls on a non-business day, we will respond to you on the next business day.