A local team will support all their users across the institution to help resolve technical issues and be the primary contact point for all PebblePad enquiries.
Support roles
To support all your PebblePad users, each institution should 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 are:
- 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.
Contact channels
Your users should be provided with clear instructions of how to ask for help. Your designated contact channels, subject to local arrangements, may include:
- Email address
- Web Portal
- Telephone
- Chat messaging
- Service desk (in-person location)
The local support team are expected to resolve level 1 issues, and may escalate more complex issues to the PebblePad Helpdesk.
Named contacts
While your local PebblePad support team can have unlimited members, those who can escalate issues to the PebblePad Helpdesk is restricted to the quantity listed in your Service Level Agreement (SLA).
We refer to these nominated people as named contacts. It is only they who can raise a ticket with the PebblePad Helpdesk. The list for your institution should be approved and maintained by your Account Owner.
If a non-named person directly contacts the PebblePad Helpdesk, their query will be redirected back to your local support team for triaging.
To update your current named contacts, your Account Owner can contact your dedicated Customer Success Manager.