Open a Service Desk Request Our service desk is the best way to get support, and is manned from 9am-5pm Mon-Fri and requires a HappyPress (formerly Hosting, Maintenance & Support contract) or a Hijack/OnCourse subscription. 1 Final checks2 Contact information3 Priority4 Devices5 Where6 Detail To save you some time, before you open a support ticket, we might have already written some documentation on your issue. Just run one last search before opening a search ticket. Search our documentation * REQUIRED Open a support ticket * REQUIRED There was nothing in the documentation that resolved my issue Name * REQUIRED First Last Email * REQUIRED What do you require support with? * REQUIREDIf other, please type in the URL to the website you need help with.HijackOnCourseWhilst content production, delivery and upload along with live event support are additional fees, we offer a basic level of support for free to all hijack customers. This allows you to get help for specific issues that you encounter. Hijack Customers: If you would like support outside these hours, we offer additional support on a per-event basis. For more information please call or email our sales team: 0800 358 3608 or enquiries@wearesmile.comType of request * REQUIREDThere is a problemI would like to ask for something newI would like to request a changeGeneral adviceAdd/update usersConsent * REQUIREDWe expect everyone at SMILE, and who interacts with SMILE, to follow the SMILE Code of Conduct: https://wearesmile.com/code-of-conduct/ We've taken the time to outline the process of what constitutes a good support. It is beneficial to follow the guidance here to help us to help you. You agree to have read and follow the guidance set out on our wiki: https://wearesmile.com/help/documentation/how-to-write-a-good-support-ticket/ Submitting a request via this form is subject to our Terms of Service: https://wearesmile.com/tos Under no circumstances should you attach files including personal or sensitive data. In order to transfer personally sensitive data you should provide password, or account restricted access to a file as a link within your description. The priority of your request will be automatically calculated from the details that you fill out in this form. I agree to the service desk terms and conditionsKeep-in-touch Select All I would like to be informed about SMILE service updates I would like to receive marketing communications from SMILE Understanding Priority We aim to add and update users in as timely manner as possible. User requests are automatically assigned the priority "Back of the queue", but they are often dealt with quite quickly.Understanding priorityWe have 4 levels of priority. In order of urgency, these are: Next on bench, 1, 2, 3, and No Priority SLA. If your issue is classified as "Next on bench" it will be the next active support ticket that we work on. If your ticket is assigned "No Priority SLA" it will be dealt with when all other tickets with a higher priority have been completed. We will now ask you some questions to understand the priority of your issue. This is automatically calculated based on set parameters, and we will not change the assigned priority level if you ask us to.How many people are affected? * REQUIREDOnly confirm the number of people that have contacted you regarding this issue. Do not make assumptions. You may wish to check with others before answering this question.Only I have seen this issueLess than 5 people have verified the issueMore than 5 people have contacted me about the this issueQualification * REQUIREDYou should only open one issue at a time. If you have multiple issues, please open multiple tickets. This will help us to work faster. If you ignore this advice your issue will automatically assigned the "No Priority SLA" priority status.My website is downI've forgotten my passwordSpecific website functionality is not working as expectedI would like to request a change to the way the website currently worksI'm not happy with the way something looksAPI/Feed/External service issueAre you sure that the API is not the cause of the issue? * REQUIREDMost external service support tickets are data quality issues. You must ensure that steps have been taken to identify that the API/feed/external service is functioning as expected and the data is being sent correctly.YesAPI Information * REQUIREDFeed/API call URLs are the only accurate source of truth and allow us to help you quickly. Other evidence is fallible, and will take us longer to support you with.I have the URL to the feed/api-call that evidences the data is correctI have other evidenceI do not have any evidence to provideFeed/API Call URL - enter a valid website URL for example https://www.google.com/ * REQUIRED What steps did you take to identify that the issue was not in the API/feed/external service? * REQUIREDPlease be as detailed as possible. If relevant, you should provide examples of returned data and urls to endpoints to recreate the data call. Fault * REQUIREDNo one is at faultIt's my faultIt's not my fault, but it's not SMILE's fault eitherIt's SMILE's fault What device have you verified the issue on? Select All Desktop Laptop Tablet Phone Other Which browsers have you verified the issue on? * REQUIRED Select All Safari Chrome Firefox Edge Internet Explorer Other Admin URLsList of affected Hijack Admin URLs * REQUIREDPlease provide links to the CMS edit screen of the Hijack where the issue resides. List of affected Chapter Admin URLsPlease provide links to the CMS edit screen of the Chapter, where the issue resides. List of affected Content Admin URLsPlease provide links to the CMS edit screen of the Content (story, course, people, etc), where the issue resides. List of affected backend CMS URLsPlease provide links to the CMS edit screen of the content that where the issue resides Front-end URLsThe front-end is what we call what the end-user sees. If we were a user, which URLs would your issue be visible at?URL(s) where we can see the issueThis should be what the user sees. For Hijack customers: If your hijack is not currently available, then you should make it live on a test page. Unique IDWhat is a summary of your issue in one sentence? * REQUIREDDescribe your issue * REQUIREDIn more detail, please let us know more about the problem you have.AttachmentIf you have a screenshot of the issue or another attachment to add to this request, please upload it here. Under no circumstances should you attach files including personal or sensitive data. In order to transfer personally sensitive data you should provide password, or account restricted access to a file as a link within your description. Drop files here or Accepted file types: ai, css, csv, eps, gif, jpeg, jpg, js, jsx, json, mp3, mp4, mpeg, pdf, php, png, psd, rtf, sass, sh, sketch, sql, svg, ttf, txt, xml, yaml, yml.
