We're Always Here to Help
At UBIQ, we see your school as more than just a client—you’re our valued partner. We're dedicated to ensuring your website remains in tip-top shape, giving you peace of mind that any technical bumps in the road will be handled quickly, effectively, and always with a friendly touch.
Our Knowledge Base: Your First Line of Support
Our Knowledge Base is your first line of support. It’s full of helpful articles covering common questions, how-tos, and troubleshooting tips. If you don’t find what you’re looking for here, we encourage you to click the Request a Guide button within the Knowledge Base to let us know what content would be helpful.
Visit our Knowledge Base at ubiqeducation.com/amais‑knowledge‑base and enter the following details:
Email: projects@ubiqeducation.com
Password: 5ucc355!
Raising a Support Ticket
If you can’t find the answer you’re looking for in our Knowledge Base, there are three ways you can raise a support ticket:
- Click the Email Support button while in our Knowledge Base
- Emailing us directly at support@ubiqeducation.com
- Or by clicking the Support button within the UBIQ platform
Support tickets can be submitted at any time, 24/7, however, they will be handled during business hours: Monday to Friday, 9 am to 5 pm in both UK and US time zones (excluding public or bank holidays).
Setting Support Priority Levels
How We Prioritise Support
We group issues based on urgency and impact, so critical problems are resolved promptly, and everything else still receives the attention it deserves. We'll always respond as quickly as possible, keeping you in the loop as things progress.
| Priority | Description | Examples | Initial Response | Target Resolution |
|---|---|---|---|---|
| Urgent | Website is down or unusable | Site offline, security breach | Within 4 business hours | 8 business hours |
| High | Major functionality issue, but the site is online | Can't edit website, login issues or integrations not working | Within 4 business hours | 12 business hours |
| Medium | Minor issue | Accidentally published something you shouldn't have, styling issue | Within 4 business hours | Dependent on request |
| Low | Enhancements and Change Requests | Bespoke website updates | Within 4 business hours | Dependent on request |
Ticket Handling: Behind the Scenes
How Tickets Are Handled
- All new tickets receive an automated acknowledgement
- Once received, tickets are prioritised and promptly addressed
- Replies to ongoing tickets occur within 48 business hours
- We keep all updates handy in your support ticket—so tracking progress is always a breeze!
- If further investigation is needed, we'll update you on developments and timelines.
Maintenance & Change Requests
If you're having trouble adding or updating content on your site, don't worry — we're here to help get you back on track. These types of issues are considered maintenance and are typically handled with Medium or Low priority, depending on complexity.
If you have a bespoke request tailored specifically to your site — like a custom tweak or enhancement — that’s considered a change request. We’re always happy to hear these ideas and will handle them as Low priority. While they may take a little longer, we’ll gladly explore how we can bring your vision to life.
Got a bright idea or a new feature request? Let us know! While we can't promise every suggestion makes the cut, we'll definitely share it with the team. Email your ideas to support@ubiqeducation.com.
If There’s a Bump in the Road
If things don't go quite according to plan, don't worry—we'll escalate your ticket internally to get things back on track swiftly. We'll investigate any delays thoroughly to make sure they're resolved quickly. Whilst we’re committed to timely support, please note UBIQ Education cannot take financial responsibility for delays or missed targets.
Updated as We Grow
We regularly review and enhance our support processes. We'll notify you of significant changes, but you can always revisit this document for the latest info. We're always here to help—your success is our success!
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ONGOING SUPPORT
Need help with anything else?
If you can’t find the answer you’re looking for in our Knowledge Base, there are three ways you can get support: