The Study Tech technical support team is here to assist you with a range of common IT issues via email, phone, and remote sessions (e.g., using Microsoft Quick Assist). Below is a summary of what we can help withโand what falls outside our scope.
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What We Can Help With
Before contacting support, you may find answers quickly in our Knowledge Base/Help Centre, which includes:
- Step-by-step guides for common issues.
- FAQs on software, accounts, and connectivity.
- Troubleshooting tips for frequently reported problems.
- How-to articles for basic tasks and settings.
- More |DSA/SLC specific info for students
- More common DSA/SLC specific issues that occur
- Some DSA/SLC basic processes
This is a great first stop for resolving issues independently, especially outside of support hours.
Typical support includes:
- Most likely, a simple link to something already in the Knowledge Base.
- Step-by-step troubleshooting instructions.
- Software installation or configuration guides.
- Responses to error messages or system alerts.
- Follow-up on previously reported issues.
- Sending links to downloads, updates, or documentation.
Pros:
- Written record of communication.
- Can include attachments and links.
- Account or access issues (e.g., password resets or access to incorrect assessment passwords).
- GDPR/Data protection sensitive issues
- Booking Remote Session appointments.
4. ๐ฅ๏ธ Remote Support (Quick Assist)
Troubleshooting common software issues.
Assisting with installations and updates of supported software.
Offering guidance on basic system settings and configurations.
Local password resets.
Diagnosing and resolving basic software errors.
Installing or updating applications.
Adjusting system settings or configurations.
Removing unwanted programs or minor malware.
Demonstrating basic tasks (e.g., how to open or save files).
How do remote sessions work?
Typically, we will only provide remote session appointments to customer who are currently registered and still covered by their maintenance and support warranty.
We do not start with/automatically book a remote session, we usually like to progress from email to a remote session, especially if phoned in the first instance.
If a session is booked for you/with you, typically it's a good idea to ensure you have your license keys handy. In most instances, Tech Support will put a reference email together before the session, laying out any keys or details needed so it is easily available "on your end" as copying/pasting, transferring info etc over a remote connection can be more complicated than simply sending an email beforehand.
We can book a session in, Monday to Friday, 10AM to 4PM. We will not book in sessions outside those hours.
If for instance, you specify availability all day Friday. This means we could potentially book you in to any slot that day, but will let you know once we do.
There is only one AM slot, 10am-12pm, but afternoon slots can be 11am-1pm, 12pm-2pm, 1pm-3pm or 2pm-4pm.
If needed, we can start at half or quarter past the hour for you instead.
If you tell us you are available 11am-3pm Thursday we could book in 11am-1pm, 12pm-2pm or 1pm-3pm,
Sessions will not take two hours in most instances, and should start within the time slot only. So we will not call/start the session at the start of the slot, but anywhere in it.
For example, if a slot is booked in from 1000-1200 we will call anytime from the start of the session up until 59 past the second hour, in this case 1000-1159, and then start the session. We will endeavour to be as early as we can within the slot though.
Most sessions are under 30 minutes, but can take longer for multiple or complicated issues.
๐ Security & Privacy
Remote sessions are only initiated with your explicit consent.
You are encouraged to close any sensitive documents before a session begins.
We use secure tools like Microsoft Quick Assist to ensure your data remains protected.
๐ซ What We Cannot Help With
Filling out forms or assessments.
Helping with connectivity or access issues (e.g., Wi-Fi, VPN). We have found that Uni WIFI especially, on Campus or in accommodation is usually a rabbit hole with no end, that we cannot help with.
Password or account issues for third-party services (e.g., University, Google, Microsoft, Apple, DSA software after an account is created) must be handled directly with the service provider. We cannot help access a Uni password or system for instance. We have no special access to a software provider to help with account issues in most instances
Hardware repairs or replacements (e.g., broken screens, faulty keyboards) are not handled remotely. Any item MUST BE collected and assessed before we will repair or replace unless we waive this step for logistical reasons.
Licence key issues, in the unlikely event they can be handled by Study Tech, are not something usually in Tech Support's purview.
Non repair related collection of items or refunds.
Tech support DO NOT do any type of home visit, we are not cleared for this.