In this guide, we will cover the different methods available for Bromcom users to receive assistance from our Support Desk. These include the following areas;
- Who can Contact Support
- Registering contacts for Support
- How you can Contact Support
- Phone Support Password
- Information to provide to Support
- Prioritising your Support Requests
- Our Service Level Agreement
- Known Issues
- How to reset your Support Portal Username or Password
- How to Escalate Support Cases
Who can contact Support
For security purposes, support is provided to Authorised contacts only. These are individuals nominated by a registered contact from the school to raise case with us.
Registering contacts for Support
Before you go live with Bromcom, 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 and once the request is validated, the Contact should be added to the list of Authorised School contacts within two working days.
A registered Contact can request/submit additions to the list through the Support Site, as per the Image below:
Note: Trust contacts who want to add contacts to a School must email the firstname.lastname@example.org to get the contacts added.
How you can contact Support
The Support Desk operates from 8:00 to 17:00 Monday to Friday, except on Wednesdays when the lines are open from 8:00am to 16:00pm.
Support is available via the Phone (0208 290 7177) or via our online Support Site, which you will be registered for once you are live https://help.bromcom.com/.
To access phone support, you must provide a Service Password. This can be viewed on the support site under Your Name>Profile.
The Support Site also includes an Online Chat option, which is designed for Quick Queries.
Phone Support Password
Bromcom support can be reached on 0208 290 7177.
To access Phone support, you must provide a Service Password. This can be viewed on the support site under Your Name>Profile.
IMPORTANT! Your Service Password is a shared password for the whole school, all Authorised Contacts will need to provide it when they call the Support Desk.
Information to provide to Support
In order for us to meet our SLA to you, we need the right information about the query or incident at the point the case is raised. This prevents us having to contact you for further information to help us resolve the case.
When raising cases, you should include the following:
- The module you are working in
- The path to the area (example, Reporting > Reports>List Reports>KS2 tracker)
- The priority of the call
- A description of the issue including;
- What the issue is
- Where the issue exists
- When the issue happens
- Whether the issue is reproducible and if so how – providing full steps to recreate including full screen prints and relevant audit reports as attachments
- Whether anyone else is experiencing the issue
- Whether there has been any change to the system recently, prior to which the issue did not exist
- Screen dumps and/or sample reports of error messages
Prioritising your Support Requests
Our Support Desk operates according to a Service-Level Agreement (SLA). This means the Priority of the ticket determines how quickly we will aim to respond and provide a resolution.
Categories: You will need to set a Category. A Service request is a query or request for support. An Incident is a loss of functionality.
Priorities: You also need to set the ticket priority. Priority is determined by the impact on the school. The grid below guides you through the prioritisation levels;
Our Service Level Agreement
Once the Category and Priority are applied to the ticket, the SLA in the tables below determine the target response and resolution times we will work to.
Where we can, Bromcom will always try to provide workarounds to any incidents, so that schools can carry on with their day to day tasks.
Note: These targets are based on working hours/days (9am – 5pm Monday to Friday).
Service Request SLA
|Priority Level||Response Target||Resolution Target||Description|
|3 – High||1 Day||4 Days||Requests for support which, if they are not answered, have a high impact (see prioritisation grid above). These are likely to be concerning business critical modules (e.g. Attendance, Census)|
|4 – Medium||2 Days||8 Days||Requests for support which, if they are not answered, have a medium impact (see prioritisation grid above). These are likely to be concerning business critical modules (e.g. Attendance, Census)|
|5 – Low||3 Days||12 Days||Requests for support that have a low impact on the running of the school (see prioritisation grid above)|
|6 – Very Low||4 Days||16 Days||Very minor queries that have minimal or no impact on the running of the system in the school; for example, checking how something might be done in a future hypothetical scenario.|
|Priority Level||Response Target||Resolution Target||Description|
|1 – System Down||1 Hour||4 Hours||No access to the MIS|
|2 – Critical||2 Hours||12 Hours||Total loss of functionality in a business critical module (e.g. Attendance, Census) that has a critical impact (see prioritisation grid above)|
|3 – High||4 Hours||24 Hours||Loss of functionality, likely to be in a business critical module (e.g. Attendance, Census), that has a high impact (see prioritisation grid above)|
|4 – Medium||8 Hours||48 Hours||Loss of functionality in a non-business critical module (e.g. MCAS) that has a medium impact (see prioritisation grid above)|
|5 – Low||16 Hours||96 Hours||Loss of functionality in a non-business critical software product (e.g. MCAS) that has a low impact (see prioritisation grid above)|
|6 – Very Low||32 Hours||192 Hours||Queries and requests that do not have any impact on the school (see prioritisation grid above)|
When there is an issue with the software you can find these on the Known Issues Page of the Support Site.
We aim to provide a workaround for every Known Issue and the timeline for fixing the issue.
How to reset your Support Portal Username or Password
You can reset your password from the login page of https://help.bromcom.com/
Click the Forgot Username or Password? button shown below.
If your email is found on the system, you will receive an email from email@example.com containing your Username and an option to reset your Password.
If you already have or eventually obtain your credentials and wish to change them at any point, this can be done on the support site via Your Name>Profile>Change Password.
How to Escalate Support Cases
You can request an update on your case at any time by calling us or adding a Portal Comment to your case. Our support desk agents review any updates to their cases daily, so you should expect a response within 48 hours.
If you are not happy with the service on a particular case, you can email us on firstname.lastname@example.org.
Please do not take out your frustration on any of our front line staff. Read Bromcom’s zero tolerance policy towards abusive, threatening or hostile behaviour towards our staff.