Getting Help

If you are experiencing issues with the admissions system or need assistance, this article explains the available support channels and how to get the most effective help.

Before Contacting Support

Try these self-service resources first:

1. Search the Knowledge Base -- Use the search feature on this help center to find articles about your topic. Many common issues are covered in the Common Issues & FAQ article.
2. Check the Glossary -- If you are unsure about a term, refer to the Glossary.
3. Review Troubleshooting -- For technical issues, see the Technical Troubleshooting guide.
4. Ask a colleague -- Your school's admissions team may have encountered and resolved the same issue before.

Contacting Support

For School Administrators

If you are a school administrator or admissions manager:

1. Log into the Kinderpedia main platform.
2. Navigate to the Support or Help section.
3. Submit a support ticket with:
   • A clear description of the issue.
   • Steps to reproduce the problem.
   • Screenshots if applicable.
   • The URL of the page where the issue occurs.
   • Your browser name and version.

For Admissions Staff

If you are an admissions officer or team member:

1. Contact your school administrator or admissions manager first.
2. They can assess whether the issue requires a support ticket or can be resolved internally.
3. Many issues are related to permissions (solved by an admin adjusting roles) or configuration (solved by adjusting settings).

Submitting an Effective Issue Report

To help the support team resolve your issue quickly, include the following information:

Required Information

Detail	Example
Summary	"Cannot create contracts -- button is greyed out"
Steps to reproduce	"1. Go to Contracts page. 2. Click New Contract. 3. The button appears disabled."
Expected behavior	"The New Contract wizard should open"
Actual behavior	"The button is greyed out and unclickable"
Browser & version	"Chrome 120 on Windows 11"
Page URL	"https://app.kinderpedia.co/admissions/contracts"

Helpful Extras

• Screenshot -- A screenshot showing the issue. Include the full browser window if possible.
• Browser console errors -- Press F12, go to the Console tab, and screenshot any red error messages.
• When it started -- "It was working yesterday, started failing this morning."
• Affected users -- "Only affects me" or "Multiple team members see the same issue."
• Workarounds tried -- "I tried clearing cache and using a different browser."

TIP

The more specific your issue report, the faster the support team can diagnose and resolve the problem. Vague descriptions like "it doesn't work" require back-and-forth clarification that delays resolution.

Types of Issues

Bug Reports

Something that was working but has stopped, or behavior that does not match expectations. Include reproduction steps and screenshots.

Feature Requests

Suggestions for new functionality or improvements to existing features. Describe the use case and the problem the feature would solve.

Configuration Help

Questions about how to set up or configure a feature. Describe what you are trying to achieve and what you have tried.

Data Issues

Records that appear incorrect, missing, or duplicated. Include the specific record identifiers (names, IDs) and what you expect to see.

Access Issues

Problems logging in, permission errors, or inability to access certain pages. Include your username and the specific error message.

Escalation Path

If your issue is not resolved in a timely manner:

1. First contact: Submit through the standard support channel.
2. Follow-up: If no response within 24 hours on business days, follow up on the same ticket.
3. Escalation: Contact your account manager or the school's primary Kinderpedia contact.
4. Urgent issues: For critical issues affecting all users (system outage, data loss), use the urgent support channel provided in your service agreement.

System Status

If the system appears to be completely down or unresponsive:

1. Check whether the Kinderpedia main platform is accessible.
2. Check your internet connection.
3. Try accessing the system from a different browser or device.
4. If confirmed down, contact support as an urgent issue.

WARNING

Never share your login credentials with support staff. Legitimate support will never ask for your password.

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