Bookstore support protocol
Dear All:
Indicated below is the support protocol provided by Vital Source (Akademos) if a student or faculty member needs assistance with course materials.
Students should initially reach out via the help function on the new platform to chat with a Vital Source Support staff person,. If that does not resolve their issue, they can escalate by reaching out to success@vitalsource.com.
Faculty should reach out directly to success@vitalsourse.com
Please make sure all of Department Chairs and administrative staff members have this email available if a student or faculty member reaches out.
Thank you
Richard
From: Katie Aschenbrenner <katie.aschenbrenner@vitalsource.com>
Sent: Wednesday, December 10, 2025 1:06 PM
To: Brian Rocco <brocco@mmm.edu>; Richard Sheldon <rsheldon@mmm.edu>; Cindy Mercer <cmercer@mmm.edu>; David Cui <dcui@mmm.edu>; Jogy Vathappallil <jogy@mmm.edu>
Subject: Your Virtual Bookstore Is Live! 🎉
Dear Marymount Manhattan College team,
We’re excited to celebrate the launch of your refreshed Virtual Bookstore! Your students will benefit from this streamlined experience.
Now that your bookstore is live, we want you and your campus community to continue feeling fully supported. Here are a few key resources and reminders:
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Student Support: Students can access 24/7 Live Chat support directly through the Help function in the bookstore.
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Escalating Student Issues: If a student contacts you about their support request for any reason, please escalate the issue with us via email at success@vitalsource.com. To help us address the issue more quickly and efficiently, please reference the student’s original support request.
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Faculty & Campus Contact Support: If you or a faculty member needs assistance, reach out tosuccess@vitalsource.com. We understand these inquiries often impact multiple students. We prioritize responses accordingly - even during busy periods.
We’re here to support you throughout this transition and beyond. Please don’t hesitate to reach out with any questions.
Warm regards,
Katie Aschenbrenner | Customer Success Manager
vitalsource.com