This page is for our valued support partners, who supply technical support services for the Bromcom MIS or Finance product. It contains information on:
- Support centre accreditation programme
- Ongoing training
- Ongoing support
- Checking for known issues
- Checking for performance issues
- Raising a case with support
- Using the SIMS migration portal
Support centre accreditation programme
Use the links below to access the training courses. These are ‘topped up’ with your time with a Success Manager (see section ‘Ongoing support.’)
- Core module accreditation course
- Primary accreditation course
- Secondary accreditation course
- Finance accreditation course – contact training@bromcom.com
Ongoing training
Live webinar training runs every week, free of charge, for all customers including support partners. Book webinar training – https://docs.bromcom.com/training/book-training/
You can buy onsite or bespoke training by emailing training@bromcom.com.
Ongoing support
We offer all support centres time with a Bromcom Success Manager (a product expert in our software) free of charge, to aid you in supporting your schools. These are individuals with experience supporting support centres in particular, as well as end users.
If you’re struggling with a case or have further training queries, please use the booking link below to book a slot with a Success Manager:
Checking for Known Issues
When there is an issue with the software that is classified as High or Critical Priority, we publish these on the Known Issues Page of the Support Site.
We aim to provide a workaround for every Known Issue and the planned date for fixing the issue.
Checking for Performance Incidents
Use the service status page to check for any performance degradation. You can subscribe for real time updates.
https://status.bromcomcloud.com/
Raising a case with support
Support contact channels
Support partners have access to web cases only. We do not currently provide a phoneline or webchat to reach our third line service.
In our portal, you should be able to see every school that you support. If you are not able to see and raise cases for ”your” schools, please contact customercareteam@bromcom.com.
Our support desk processes and SLA
Our SLA to support partners covers Incidents only, these are defined as per the categories outlined here.
Please pay particular attention to the Information that you must provide to us in order for us to meet this SLA to you.
Please read this article to learn about our support desk processes and how to get the best from the service.
Using the SIMS migration portal
Guidance for using the SIMS migration portal for migrating your schools to Bromcom is below.
Process for migrating a school from SIMS – Read this article
Processing migration support desk cases – we manage the migration via a support desk ticket. Please view guide below:
Other Useful Links
Bromcom Help Centre – https://docs.bromcom.com/
View the latest releases – https://whatsnew.bromcomcloud.com/en
Bromcom MIS URL – https://cloudmis.bromcom.com/Nucleus/Framework/Login.aspx
Escalate a case – email the Customer Care Team customercareteam@bromcom.com