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.

To ensure sufficient information is provided, it's recommended the requester includes (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

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

PebblePad Helpdesk (Level 2)

If a local Support Agent is unable to resolve an issue, they can escalate the request to the PebblePad Helpdesk, managed by our Customer Support team.

As 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

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

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. From the burger menu, click Help & Support > Submit a support ticket.
4. Your PebblePad account will log in to Help Hub using SSO.
5. Click My tickets.
6. Click New ticket.

Ticket tips
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 to 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 may require the intervention of a PebblePad engineer to resolve because it requires direct database or super administrator access.

In all cases, this escalation will be handled by our PebblePad Support Agent, including communicating between all relevant teams.

Given the deeper level of investigation required, a level 3 issue may take longer to resolve. The ticket status can be followed on your My Ticket list.

Ticket tracking

Once a ticket is submitted to the PebblePad Helpdesk, it is assigned to one of our Customer Support Agents and you will receive a first response within your contracted Service Level Agreement (SLA).

The conversation can be viewed, and continued, from your My Ticket list, and see a reference to its current status:

The PebblePad Helpdesk operates 24 hours a day, Monday to Friday.