Getting Help when a Customer raises an Issue

23 Jan 23 | Partner

Issues or bugs relating to the Platform

When you receive a report of an issue from a customer, in the first instance, we’d appreciate it if you could try and replicate the issue yourself. It may be a simple case of user error on the part of your customer.

If, however, you need to raise a request for support, please email support, providing the following information:

TopicInformation to provide to Qlearsite
The CustomerMust have:
Customer Organisation
User’s name who raised the issue

Nice to have:
Details of how they are accessing the Platform (e.g. on a desktop)
Their computer operating system (e.g. Windows, Mac)
Their web browser (e.g. Chrome, Edge, Safari)
The web browser version (e.g. Version 109.0.5414.75)
The IssueMust have:
When did the issue first appear?
What task was the user trying to perform
What was the expected behaviour?

Should have:
How is it affecting the Platform?
Simple steps to reproduce the issue? 
CommunicationMust have:
The urgency of the issue

Important note: We will co-ordinate the resolution through yourself. If you would like us to copy the customer into the support thread as well, please specifically indicate that you want us to do this. If not, we will assume that you will handle all customer-facing communication yourself.

Questions from Customers

If you receive any questions about the Platform or our Product that you are not able to answer, please search our knowledge base in the the first instance. If you weren’t able to find the answer, please email support.

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