Our Support Team is available to assist and advise you with technical platform issues for Spark and Ignite from 9.00am-5.30pm UK time, Monday to Friday.
Submitting a Support Request
To get in touch, please Submit a ticket here on our support desk.
When you raise a ticket with us, please provide as much information as possible to help us understand your issue.
This can include:
- System Checker Results;
- Name, model, or type of device you are using;
- Screenshots and descriptions of the issue or error you are facing;
- Any actions your learning manager has taken before you raised the ticket; and
- Any other additional details that can help us understand exactly what is happening for you.
When you raise a ticket, this request is automatically logged against your email address and you will be sent a support ticket number to help track your query.
If you are contacting Support for the first time, a Support account will automatically be created for you which you can finish the set up for at any time.
It will not stop you from responding to ticket updates via email.
Can I submit multiple Support Requests?
Yes, you can submit multiple tickets one after the other and receive different ticket numbers for each ticket.
We ask that you raise tickets responsibly and group similar issues into one request, and to avoid creating a new ticket as a response to a support update from the team to ensure that your issue is tracked correctly and consistently.
Replying via Solved or Closed Support Request
When a ticket is solved, there is a three day window to re-open it in the event that the solution provided does not solve the problem. After three days, the ticket status is closed and is no longer an active ticket.
It is also possible to create a new ticket by responding to the closed ticket, and this will link the two together so support can see the previous information. This is useful for when you have an issue relating to that first ticket, or information in the first ticket that has relevance to the new ticket.