Contacting Bud for Support - Training Provider

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. 

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, our dedicated support team are always happy to help.

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. ILR (Individual Learner Record), Reporting, Learning plan, EPA (End Point Assessment), alerts etc

Who is impacted?

For example

  • Role the issue affects (i.e. learner/employer/trainer etc)
  • BUD ID (if a learner)
  • Name of user (if internal)
  • 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.

For issues related to reporting (in addition to the above where applicable)

Details of the reporting functionality you are using

  • platform embedded or.pbit for PowerBi
  • Which report specifically
Please do not send us files containing personal data unless the file is shared securely. Any files sent that are not secure will be rejected by the support team.
For ILR specific issues

Please refer to our Top Tips for a painless submission article in the first instance.

 

What happens next?

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.

This may include trying to replicate the issues 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.

Some things may require deeper technical expertise so if our 1st line team are unable to resolve the issue, it will be escalated to our 2nd line team for further investigation and resolution.

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.

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