This guide is for customers who have purchased technical support from Bromcom.
The guide covers:
- Who can contact Bromcom Support
- Registering for support
- Using the Support Portal
- Accessing phone support
- How to reset your support portal username or password
Who can contact Bromcom support
Support is provided to authorised contacts only. This means those who are on registered on our system. This is is for security purposes.
There is no limit on the number of individuals who can contact support from each school.
Registering for support
Before you go live, the school or Trust (usually the person responsible for implementing Bromcom) is asked for a list of contacts who need to access support. These individuals are then sent an invitation to the support portal.
If you are an existing customer wishing to add colleagues to support, you can add contacts by logging in and navigating to My Support and Contacts.
This request is then validated and an invitation is sent to the contact within two working days.
Trust contacts who want to add contacts to a school must email the email@example.com to get the contacts added.
Using the Support Portal
Once registered you can log, view and update tickets at our online support site, https://help.bromcom.com/.
To raise a case you need to login.
This site also contains a link to the Bromcom guides and list of Known Issues. You need to be logged in to view the current Known Issues.
Accessing phone support
Bromcom support can be reached on 0208 290 7177.
To access phone support, you will be asked to provide a Service Password. The Service Password can be viewed and amended at any time on the support site under Your Name > Profile.
You can change your service password in the same section.
IMPORTANT! Your service password is a shared password for the whole school. Let others at the school know if you are changing this.
How to reset your Support Portal username or password
You can reset your password from the login page.
Click the Forgot Username or Password? button shown below.
If your email is found on the system, you will receive an email from firstname.lastname@example.org containing your username and an option to reset your password.