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Help & Support
Care Academy support is available to all registered users via the website help desk Request Help link available upon logging in to the website. Submitted requests will be addressed within the response time.
Only the client nominated Account Manager can contact support via telephone email. Telephone requests may not be resolved directly and will be referred to the support team for follow-up separately. Direct telephone support is not available to anyone other than the client nominated Account Manager except where expressly agreed in advance and will be subject to our standard technical support charges.
Care Academy Help Desk support excludes;
- Security related queries (e.g. lost username and/or passwords).
- Computer compatibility and/or configuration issues.
- Providing answers to assessment questions.
Security Related Queries
Edgeworks Care Academy takes personal security very seriously. Consequently we will not provide details of usernames and/or passwords via telephone support. Users should refer to their manager who will be able to log into Care Academy and retrieve an individuals' details accordingly, ensuring personal data security is maintained.
Configuration changes will only be implemented if formal notification is received via the Care Academy help desk Request Help web link. Where changes can be implemented by the user but request that it be completed by Edgeworks, a charge may be incurred. Any charges will be provided and approved in advance of completing request.
For Internet connectivity questions, you should check first with your local ISP provider. Care Academy Help Desk does not include technical support for hardware / software configuration. Support with system configuration may be available at a charge via remote desktop access of your computer which will incur a minimum charge of £30 (per quarter hour). This will be agreed in advance and Edgeworks makes no promises, guarantees or assurances of any kind that it will be able to provide the Support you seek.
Submitting a Help Desk Ticket
When submitting a ticket, provide an overview of the problem/query by first confirming the issue (e.g. transfer learner). Then provide a brief description and where necessary details of the individual, group, learning or assessments affected. The more information you provide in the detail when submitting a ticket, the easier Care Academy Support will be able to provide an accurate response to your query.