Through Support requests you ask the Aqlemy support team a question or report an outage. Every request gets its own case number (for example AQLEMY-000123) and its own page with the whole conversation. When you submit, you indicate how serious the problem is; the committed response time depends on that.
Where to find it
Sidebar → Support → Support requests. You can also find the page through the search field at the top of the sidebar.
Who can do this
- Every administrator of your organisation; there is no separate permission. An umbrella administrator also sees the requests of the member organisations.
- The support module is in all packages and on by default; only Aqlemy can switch it off.
- Teachers have no access; they ask their administrator.
What you see in the overview
- Four counters: All, Open, In progress and Resolved — the number of requests from your organization.
- The commitment: "We commit to a response time, not a resolution time", with the term for each level of seriousness (Unusable · 1 business day, Feature broken · 2 business days, Question · 5 business days) and a Read the terms link.
- Four tabs: Running (default: everything not yet resolved or closed), Waiting for your reply, Resolved and All. Closed requests are under All.
- A search field to search by case number, subject or the name of the person who submitted it.
- For each request a card with the case number, status, subject, category, the date of the last activity and the state of the response time. A red number shows how many replies from support have not been read yet; it disappears as soon as someone from your organization opens the request.
Step by step: submitting a new request
- Click New request at the top right.
- Fill in the Subject.
- Choose a Category: Technical issue, Billing, Account, General question (default), Bug report or Other.
- Under Your message, describe as precisely as possible what happens and what you expect.
- Optionally add files with Add attachment: an image, document or video of up to 40 MB per file. You can add several, one at a time.
- Under Response commitment, choose the description that fits best:
- The platform is unusable — nobody in your organization can work. Response within 1 business day.
- A feature is broken, a workaround exists — something does not work as intended, but you can continue. Response within 2 business days.
- A question, wish or request for guidance (default) — you want to know something or need help. Response within 5 business days.
- Click Submit request. You immediately see your case number and you receive a confirmation by email with the number and the committed term. Conversation opens the request; Back to list takes you back to the overview.
Step by step: from the help assistant
- If the help assistant (help panel, Ask tab) cannot help you, click Ask a staff member.
- The New request form opens with the subject, category and message already filled in from your question. Check the text.
- Under Conversation with the help assistant is the conversation that is sent along, without personal data. Click Show conversation to expand it.
- Choose the impact yourself; the assistant never fills it in.
- Click Submit request. The request gets the label via help assistant. The response time works exactly as for any other request: the assistant sets or changes nothing about it.
If you see The conversation could not be loaded, fill in the form yourself; the request works as usual.
What the response time means
Aqlemy commits to a response time, not a resolution time. The response time is the time within which a member of the Aqlemy team has read and assessed your report and lets you know what will happen. An automatic confirmation email does not count towards it.
- The term depends only on the seriousness you choose: 1, 2 or 5 business days. It is the same for all plans.
- It is counted in business days: Monday to Friday from 09:00 to 17:00 (CET), excluding public holidays generally recognised in the Netherlands.
- The term applies to the first response to your request, and again after a request has been reopened.
- On the card and on the request's page you see the state, for example Response committed before a date and time, Answered within a number of business hours, or Response deadline missed.
- If you see Waiting for your reply — the clock is paused, support is waiting for you and the term does not run.
- A closure period of the support service is announced at least 14 days in advance with a banner in the admin portal; for unforeseen absence this happens as soon as possible. During such a period the terms do not run. An outage that makes the platform unusable for your organization is still handled with priority.
- If the seriousness you chose does not fit the report, support can adjust it. You then receive an email with the reason, and the change appears in the Timeline.
Step by step: following up a request
- Click a request in the list; it opens on a page of its own.
- Under Conversation you see all messages: those from your organization on the left, replies from support on the right in a coloured bubble. Click an attachment to open it.
- Type your reply in the reply box, optionally add an attachment and click Reply.
- The side column shows the Response commitment, the Details (who submitted the request, when, through which channel — admin portal, app or email — and the category) and the Timeline with every status change.
- When support resolves the request, a Resolution note may appear under the details.
Statuses
- Open — just submitted or reopened.
- In progress — support is working on it.
- Waiting for your reply — support is waiting for an answer from your organization.
- Waiting for support — your organization has replied; it is support's turn again.
- Resolved — support considers the request resolved.
- Closed — the request has been closed.
You do not choose the status yourself: it changes automatically when someone replies, or support adjusts it. Next to the status, the request's page also shows a priority label. That is the support team's internal order of work: you do not choose it, and it does not change the committed term.
Closing and reopening
- Has your question been answered in the meantime, or did the problem go away? The person who submitted the request can close it in the side column with Close case.
- If you reply to a Resolved request, it opens again automatically, with a new response time.
- On a Closed request the reply box is replaced by a Reopen button. The case number stays the same and a new response time starts.
Wishes and ideas
Missing a feature in the platform? Submit it through Support → Wishes & ideas instead of as a support request; a wish is also reviewed within 5 business days. If a support request turns out to be a wish, support can convert it. You then see Converted to a feature request with a link to that wish.
Tips
- One topic per request keeps the handling clear.
- Add a screenshot and say what you did just before things went wrong, and what you expected. It saves back-and-forth.
- Choose the seriousness that really fits. "The platform is unusable" is meant for when nobody in your organization can work.
- Reply quickly to requests that show Waiting for your reply: while support is waiting for you, nothing moves.
Frequently asked questions
Who sees my request? The Aqlemy support team and all administrators of your organization. If your organization belongs to an umbrella organization, its administrators can see it too. Other organizations cannot. Requests that users of your organization submit through the app also appear here; under Details you can see through which channel a request came in.
Am I notified when support replies? Yes. The person who submitted the request receives an email for every reply from support and for a status change, and also sees a reply as a notification in the portal.
Why can't I choose a priority? You choose the seriousness in the wording of the terms of service, with the term shown next to it. That choice determines the response time. The support team decides the order in which work is picked up.
Is the response time also the time in which my problem is solved? No. The term is about the first response from a team member: your report has been read and assessed, and you hear what will happen. How long a solution takes depends on the problem.
What is the difference with a complaint? A support request is a question or problem for Aqlemy. A complaint is a report within your own organization, with its own handling.
Troubleshooting
- I don't see Support requests in the sidebar. The support module is not enabled for your organization. Aqlemy enables it; get in touch via support@aqlemy.com. Teachers have no access to this page.
- My attachment is rejected. A file may be at most 40 MB and must be an image, document or video. The error message says which file type is not allowed.
- I don't see a reply box. The request is closed. Click Reopen to continue under the same case number.
- I don't see the Close case button. Only the person who submitted the request can close it. Fellow administrators can still reply.
- My request is not under Running. It has been resolved or closed. Look under Resolved or All.
- I get "This request does not exist or you have no access to it". The link points to a request that does not belong to your organization or no longer exists. Look the request up in the overview.