Our aim is to resolve every issue and query as quickly and efficiently as possible. To do so, we work collectively with each customer to support their users.

Local support team

To support all your PebblePad users - learners, assessors, resource builders, workspace managers and externals - you are expected to have a recognised local PebblePad support team. 

The responsibility can be given to one existing team, or shared amongst a group of teams and departments. To perform effectively, the roles assigned include:

• Support Agent
  To host the support desk and respond or escalate user issues.

• Global Administrator
  To oversee your PebblePad installation and resolve higher-level issues.

• IT Engineer
  To support complex technical and integration-related issues.

Ideally, the responsibilities will be shared amongst several people to avoid work overload and a single point of failure.

Dedicated and detailed training is available for staff members who provide local PebblePad support.

Local contact channels

You should provide your users with clear contact instructions to use when an issue arises in which they need assistance. These channels, subject to local arrangements, may include:

• Email address
• Web Portal 
• Telephone
• Chat messaging
• Service desk (in-person location)

If a non-named person incorrectly contacts our PebblePad Helpdesk, the Customer Support team will redirect their query back to your local PebblePad support in the first instance.

To enable us to do this, please provide our Customer Support team - or your Customer Success Manager - with your local PebblePad help contact details.

Named contacts

Your PebblePad support team can have unlimited members, but those who can escalate issues from your local helpdesk to the PebblePad Helpdesk is restricted to the quantity listed in your Service Level Agreement (SLA).

Only a named contact may raise a ticket with the PebblePad Helpdesk. They must be nominated and approved by your Account Owner, and hold a PebblePad role of:

• Support Agent
• Global Administrator
• IT Engineer

They will be responsible for triaging a ticket at Level 1, before escalating to the PebblePad Helpdesk at Level 2. We keep an active list of all current named contacts for each customer. 

To update your current named contacts, your Account Owner can contact your dedicated Customer Success Manager.

PebblePad Customer Support

The PebblePad Helpdesk is managed by our Customer Support team. They operate globally 24 hours a day, 5 days a week - Monday to Friday.

The team includes:

• Support Agent
  To host the helpdesk and respond to or escalate end user issues.

• Support Engineers
  To investigate complex technical issues, including integration-related

• Support Manager
  To oversee all requests and ensure the team is performing well.