If you're experiencing an issue with Spark or your training, our Support team can help investigate the issue and advise on next steps,
We have troubleshooting guides available for some common issues which may help you resolve a problem quickly. If the issue persists, or your need further assistance you can submit a support request.
Submitting a Support Request
To contact support:
- Select Submit a ticket here on our support desk.
- Enter the details of your issue.
- Provide as much information as possible to help us investigate the issue, including screenshots.
- Submit your request.
What information should I provide?
Where relevant 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.
- Any other additional details that can help us understand exactly what is happening for you.
Providing this information when you first contact us can help us investigate the issue quickly.
Managing your support request
When you submit a request, you'll receive a confirmation email with your ticket number.
If you need to provide additional information about the issue, reply to the confirmation email you received from support rather than submitting a new request. This keeps all the information about the issue together.
If you have a different issue, please submit a separate request so we can track and investigate it.
If your request has been marked as Solved, you can reply to the support email if you need to continue the conversation.
If your request has been closed, you can reply to the support email afterwards. A new request will be created and linked to the previous one, so our support team can still see the relevant history.