Wolsey Hall Oxford

Submit your Faria Online Schools support request

• Canvas Request
• IT & Support Request
• Marketing Support

Please select a form based on the issue you want to raise. You can use the guidance below to assist you.

IT & Systems Support

Please use this form if you would like support relating to any other Faria Online Schools systems. For example, Resetting MFA in Microsoft 365, problems with SharePoint, Booking or other 365 App, or a parent issue with submitting an application in OpenApply. 

Canvas Support

Please use this form to submit a ticket if you need systems assistance with any Canvas LMS issues. For example, this could relate to a broken link or a student's inability to progress to the next assignment, etc.

Marketing Support

Please use this form if you would like support relating to the Wolsey Hall website.

For all types of questions or issues, please ensure that you have referred to the relevant procedure guides before submitting a ticket.

You can now email the support team directly or forward an email chain using support@wolseyhalloxford.zendesk.com

 

Please use this method if you feel it would be appropriate to provide the support team with an email chain that is already ongoing. For example, a conversation with a parent regarding a Canvas issue or an internal support issue where some assistance has already been provided.

 

When sending an email, please remember to ‘forward’ the email chain and not ‘cc’ the support team. This will ensure that only the relevant people are included. Please only include internal Faria Online Schools team members and not parents or students. If colleagues have been included in the email, we will make sure to include them in our reply to you.

 

Please also be mindful or our GDPR requirements and ensure that you do not forward or share any information that could be classed as sensitive or not relevant to the support request.

 

Tickets on Canvas (Zendesk) – General Guidance

Weekdays

Critical/High priority tickets – will always be actioned as soon as possible dependent on the Agent’s availability at the time the ticket received.

Medium/Low priority tickets - 24 hours, but we will always endeavour to answer in the same day the ticket is received.

Tickets that require feedback or a solution to be provided to a parent/student

· The Canvas (Zendesk) Agent will respond within 24 hours either to solve ticket, ask further questions or advise that support is needed from 3rd party (e.g. from Canvas, OpenApply or another internal department).

· If 3rd party support or response is needed, then the next response time will be 72 hours from ticket submission.

· 48 hours - the Agent will again contact the 3rd party if no response has been received. 

· 72 hours – if no answer has been received from the 3rd party, the Agent will contact the end user (who submitted the ticket) to update on progress of ticket and will cc the MSS for alternative solutions to be considered.

Weekends

Tickets may be answered over a weekend if considered Critical or High priority, such as a data breach or security concern such as a successful phishing attack or stolen devices. All other tickets will be answered the next working day after submission of the ticket.