Technical Support is provided through the following 2 channels:
1 - The Dev Centre (DIY service)
TIP: It is worth reading the Getting Started page when you arrive.
This is where you can read and download all the technical documentation. Use your Student CRM account details to log in. To get personal support on any technical issues please contact Customer Support as below:
2 - Customer Support (managed service)
If you need 1-2-1 personal support on a technical issue, such as 'When I am sending in values using the Applications Passive API, where do I see the values that the API is expecting to receive?' you just click the chat icon bottom right and type in your message, upload any screenshots etc:
Response time?
We respond quickly. As of Dec 2021 we are responding as follows:
Why every tech support request follows this process
Sometimes you just want to call or email us and ask a quick question, get an immediate answer and carry on with your work.
Get it all over and done within a few minutes, right? You will not be surprised to know that, due to the complex nature of tech support issues we have a documented process to follow that requires all tech support issues to be monitored for quality and security purposes.
Identity verification - are we about to hand out sensitive settings to an unknown individual?
SLAs - are we going to respond and resolve within our contracted SLAs?
Quality - does the support given need to be peer-reviewed if Tier 3?
Containment - are all messages and uploaded files contained within one issue for future reference, to which any member of Customer Support can contribute?
Accountability - are we creating a history of how the issue progressed to resolution?
END.