We're Always Here to Help
At UBIQ, we see your school as more than just a client—you’re our valued partner. We're dedicated to ensuring your website remains in tip-top shape, giving you peace of mind that any technical bumps in the road will be handled quickly, effectively, and always with a friendly touch.
Our Knowledge Base & Training Hub: Your First Line of Support
Our Knowledge Base and AMAIS Training Hub are your first line of support—full of helpful resources covering common questions, how-tos, troubleshooting tips, and core training videos. Start here to find answers and learn at your own pace.
If you don’t find what you’re looking for here, we encourage you to click the Request a Guide button within the Knowledge Base to let us know what content would be helpful.
Visit our Knowledge Base at ubiqeducation.com/amais‑knowledge‑base .
Your Training Support
To get the most from your AMAIS platform, start with the Basic Training Collection: Series 1 and Series 2 in the AMAIS Training Hub. These core videos help your team master the basics and gain confidence before moving on to bespoke 1:1 sessions with our Experience Directors (EDs), where we focus on the advanced features that make the biggest impact.
Once your team has worked through Series 1 and 2, you’ll be ready for bespoke 1:1 training with an ED. These advanced sessions are designed to dive deeper into your school’s unique features.
In most cases, one or two 1:1 training sessions are all you’ll need to become proficient at managing your website. Additional support is always available—simply raise a support ticket if you need help at any point.
This approach lets your team learn independently at their own pace whilst making the most of ED sessions for personalised, high-impact guidance.
Making Training Work for You:
- We encourage all appropriate team members to join 1:1 ED training. Each session will be recorded and shared with those who missed it or with new staff joining your team.
- While we don’t limit your training, we encourage you to explore and play within the platform—hands-on practice is the best way to fully understand how AMAIS works.
- Whenever possible, please book training sessions at least 2 weeks in advance to help us prepare and deliver the best experience.
Raising a Support Ticket
If you can’t find the answer you’re looking for in our Knowledge Base, there are three ways you can raise a support ticket:
- Click the Email Support button while in our Knowledge Base
- Emailing us directly at support@ubiqeducation.com
- Or by clicking the Support button within the UBIQ platform
Support tickets can be submitted at any time, 24/7, however, they will be handled during business hours: Monday to Friday, 9 am to 5 pm in both UK and US time zones (excluding public or bank holidays).
Setting Support Priority Levels
How We Prioritise Support
We group issues based on urgency and impact, so critical problems are resolved promptly, and everything else still receives the attention it deserves. We'll always respond as quickly as possible, keeping you in the loop as things progress.
| Priority | Description | Examples | Initial Response | Target Resolution |
|---|---|---|---|---|
| Urgent | Website is down or unusable | Site offline, security breach | Within 4 business hours | 8 business hours |
| High | Major functionality issue, but the site is online | Can't edit website, login issues or integrations not working | Within 4 business hours | 12 business hours |
| Medium | Minor issue | Accidentally published something you shouldn't have, styling issue | Within 4 business hours | Dependent on request |
| Low | Enhancements and Change Requests | Bespoke website updates | Within 4 business hours | Dependent on request |
Ticket Handling: Behind the Scenes
How Tickets Are Handled
- All new tickets receive an automated acknowledgement
- Once received, tickets are prioritised and promptly addressed
- Replies to ongoing tickets occur within 48 business hours
- We keep all updates handy in your support ticket—so tracking progress is always a breeze!
- If further investigation is needed, we'll update you on developments and timelines.
Maintenance & Change Requests
If you're having trouble adding or updating content on your site, don't worry — we're here to help get you back on track. These types of issues are considered maintenance and are typically handled with Medium or Low priority, depending on complexity.
If you have a bespoke request tailored specifically to your site — like a custom tweak or enhancement — that’s considered a change request. We’re always happy to hear these ideas and will handle them as Low priority. While they may take a little longer, we’ll gladly explore how we can bring your vision to life.
Got a bright idea or a new feature request? Let us know! While we can't promise every suggestion makes the cut, we'll definitely share it with the team. Email your ideas to support@ubiqeducation.com.
If There’s a Bump in the Road
If things don't go quite according to plan, don't worry—we'll escalate your ticket internally to get things back on track swiftly. We'll investigate any delays thoroughly to make sure they're resolved quickly. Whilst we’re committed to timely support, please note UBIQ Education cannot take financial responsibility for delays or missed targets.
Updated as We Grow
We regularly review and enhance our support processes. We'll notify you of significant changes, but you can always revisit this document for the latest info. We're always here to help—your success is our success!
Discover more
ONGOING SUPPORT
Need help with anything else?
If you can’t find the answer you’re looking for in our Knowledge Base, there are three ways you can get support: