Assistance is organised to ensure users receive the quickest resolution from the appropriate person, and security and data protection is maintained throughout.

Local support team (Level 1)

An institution's local PebblePad support team is the first point of contact for all requests for assistance.

When making contact, to ensure help can be provided quickly and efficiently, it's recommended to include, where relevant:

• Name, username and email address
• Title, page and block of the asset or resource
• Title of workspace and assignment
• Date(s) and time(s) incident occurred
• Type of device and browser used, including version if known
• Description of the problem, including screenshots or video

A local Support Agent will be assigned to resolve the issue, calling upon their Global Administrator or IT Engineer colleagues for help, if required.

Due to data security and academic integrity, specific requests can only be handled by a local PebblePad support team:

• User Accounts - creation, changes and deletion
• Access issues - suspended accounts and password resets
• Permissions - assigning administrators, managers and creators
• Integrations - accessing other IT platforms

Learners requiring academic support are advised to contact their lecturer or coach.

Assessor and Externals requiring assessment support are advised to contact their workspace manager or platform administrator.

PebblePad Helpdesk (Level 2)

When a local Support Agent is unable to resolve an issue, they can escalate the request to the PebblePad Customer Support team using the PebblePad Helpdesk.

All escalated requests must be sent by a named contact in the institution, and can be initiated via the Help Hub.

Any request from a non-named contact will be redirected by our Customer Support team to the institution's local PebblePad support team.

To submit a ticket:

1. Log in to your PebblePad installation.
2. Your PebblePad account must have an administrator role assigned in global admin.
3. Access the Help Hub from Pebble+.
4. Use the form to submit a ticket.

Only an existing global administrator can assign a new administrator to a PebblePad installation.

Ticket tracking

Your support ticket is assigned to one of our Customer Support Agents and you will receive a first response within your contracted Service Level Agreement (SLA).

Specialists in the platform, our team can advise on:

• functionality - further explanation of how something works
• faults - confirm something is broken and log it to be fixed
• how-to questions - advice on best use approaches

See a ticket's status and progress from My Tickets.

Ticket tips

To help us, we ask you to:

• Summarise previous conversation
  Avoid forwarding an existing conversation with 'please see below'. It's helpful for us to instead have a summary of the key points.

• Combine multiple instances
  If the exact same issue is affecting many users, group them into one request.  Tell us all usernames impacted in the one ticket.

• Separate different issues
  Keep one issue to one request. We can likely resolve each at different speeds, so it's better record them individually for more accuracy.

• Recreate steps
  Tell us how we can recreate the problem ourselves, as it helps us to better determine the fault and the fix. Include device type, browser version and internet connection, if possible.

PebblePad Engineers (Level 3)

On occasions, a request will require the intervention of a PebblePad engineer to resolve because it requires:

• Direct access to the database
• Super administrator access
• Specialist tool or knowledge

Given the deeper level of investigation required, a level 3 ticket may take longer to resolve. In all cases, the assigned Support Agent will keep you updated, and the ticket status reflected on your My Ticket list.

Ticket Status

Each ticket on your My Ticket list will show a current status: