Contacting Bud for Support

Introduction

We know that as you familiarise yourself with the Bud platform you may need some support. 

Our Knowledge Base has a wealth of articles, webinars, video tutorials and FAQs to help you if you prefer to self-serve which is always a good place to start.  If you cannot find what you are looking for, just get in touch with our dedicated support team wo are always on hand to help!

 

What can Bud support help with?

The Bud support team can help with the following:

  • Triaging technical problems if things aren't working as expected
  • Answering general questions about the platform functionality
  • Raising new feature ideas on your behalf

Contacting Bud Support

Learners should raise issues to their training provider in the first instance.  If the issue cannot be resolved any 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.
  • Via our request form
  • 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:

Describe the issue
  • What are you trying to do/what steps you are taking
  • Where are you trying to do it.  For example
    • I am completing an application
    • I am making a submission on this activity
  • What is preventing you from moving forwards? For example:
    • There is an error, or the page isn't loading.
Who is impacted? For example
  • Are you raising the ticket for yourself?
  • If on behalf of the learner/employer
    • BUD ID (if a learner)
    • Name of employer and location
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 – with any personal data obscured
  • Recorded video steps are always helpful.
Our support team may ask for this if they are unable to replicate.

 

What happens next?

  • 1st Line Triage: On receiving your ticket, our 1st line team will assess the impact and priority and begin triaging to try to resolve the issue.
    For more information, please refer to our Priority definitions and SLA’s.

  • Testing and replication: Our agents may try to replicate the issue in our demo environments, especially in the event of errors, to try and understand more about the behaviour.  Occasionally we may not be able to see the same issue, which is why screenshots or screen recordings are helpful. You may be asked to provided some further information. 

  • 2nd line Escalation: If 1st line cannot resolve the issue and it requires deeper technical expertise, it will be escalated to our 2nd line team for further investigation and resolution. Our team will inform you if this is the case.

  • 3rd line Escalation: If at this stage it is determined that the issue requires a code fix (i.e., will need to be resolved within a release), it will be escalated to our 3rd line team.  Where possible, we will advise if there is an interim workaround available until the root cause is resolved. In any event, we will keep you updated along the way.

 

Bud recommends

Using the help widget to reach the support team can often be quicker for resolving simple issues.  The Bot will try to help where it can in the first instance. For best results we suggest using questions, rather than single words or commands.

If the bot can't help, you’ll be connected to an agent when they become available for live messaging.  Better still, if you don’t have time to wait online you don’t have to - any replies sent from the agent will be delivered to the widget and your email address, so you can pick up right where you left off!

Training providers can also request a number of additional services to help with your tenancy management. When you select the training provider option when engaging with the Bot, you will be able to ‘raise a service request’.  These guided workflows ensure we collect everything we need up front to process your request as quickly as possible, with minimal disruption to you.  These include requests to:

  • Set up EQA access
  • Delete learner or application data (deletions)
  • MFA resets
  • Move programmes between tenancies
  • Add or update your privacy policy
  • Request changes bespoke application and review questions
  • Reactivate internal users

 

Was this article helpful?

1 out of 6 found this helpful

Have more questions? Submit a request