Getting Help & Support

Self-Service Help

Before contacting support, try these resources:

1. Help Center - You're here! Search for your topic
2. Glossary - Look up unfamiliar terms
3. FAQs - Common questions answered
4. Troubleshooting - Solutions to known issues

Levels of Support

1. Your Nursery Manager

For questions about:

• How to complete specific tasks
• Nursery-specific procedures
• Permission requests
• General guidance

2. Head Office / Administrator

For issues with:

• User account problems
• Permission and access issues
• System configuration
• Report discrepancies

3. Technical Support

For problems like:

• System errors and bugs
• Performance issues affecting everyone
• Feature requests
• Integration problems

Information to Provide

When reporting an issue, include:

• What you were trying to do - Step by step
• What happened - The actual result
• What you expected - The desired result
• Error messages - Exact text or screenshot
• When it occurred - Date and time
• Browser and device - Chrome on Windows, Safari on iPad, etc.
• Steps to reproduce - How can we recreate the issue?

Screenshots

A picture is worth a thousand words! Take screenshots showing:

• The error message
• The page you're on (URL visible)
• Any relevant data (but hide sensitive info)

How to screenshot:

• Windows: Press PrtScn or Win+Shift+S
• Mac: Press Cmd+Shift+4
• Chrome: Right-click > Inspect > More tools > Screenshot

Urgent Issues

For urgent issues (system down, data loss risk, deadline today):

1. Contact your administrator immediately
2. Use phone rather than email for fastest response
3. Clearly state the urgency and impact