Contacting Bud for Support - Learners

 

Introduction

We know that as you familiarise yourself with the Bud platform you may have questions or need some technical help if you find things aren’t working as expected. 

In the first instance, we’d suggest visiting Our Knowledge Base (for learners) which has a wealth of information and FAQs to help you.  

If you can’t find what you are looking for, we’d suggest contacting the training organisation directly so they are aware of the issue, as they may be able to assist. They will also be able to raise a ticket on your behalf if they think things aren’t working as they should.

Contacting Bud Support

If you or your training organisation are not able to resolve the issue or you need to contact our support team yourself, you can do so in the following ways:

  • Via the help widget located on the bottom right-hand corner of any page whilst logged in
  • Via our request form
  • By emailing support@bud.co.uk
  • By telephone 0117 4400 420

Click here for our Support opening hours

Raising tickets

When raising a ticket through any of the above channels, please provide us with as much information as possible from the outset.  This will help us to locate the issue and begin our investigations as quickly as possible.  Our support team will do their best to gather information from what is provided but may occasionally need to request more information from you.

As a guide, the following information can be useful to include as a minimum:

What is the issue/problem you need to solve
  • Description of the issue you are experiencing
  • The area of the platform does the issue/query relate to?

i.e logging in or account issues, emails and notifications, access to learning.

Who is delivering the training?
  • The name of the training organisation. This helps us to locate your record and confirm who you are.
In the event of errors seen in the platform
  • Provide the error code/error message
  • The steps you were taking beforehand that led to the error message
Visuals
  • Screenshots or recorded video steps are always helpful

What happens next?

Our 1st line team will assess your case and begin triaging to try and resolve the issue. This may include trying to replicate the problem you are experiencing, especially in the event of errors.  Occasionally we may not be able to see the same issue, which is why screenshots or screen recordings are helpful.

Some things may require deeper technical expertise and escalation to our 2nd and 3rd line teams for further investigation. We will keep you informed along the way so you know how your ticket is progressing.

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