Support HYPERPLANNING-
How can I speed up the processing on my request to the Assistance department?
In order to respond quickly to each request, to answer all requests during "red periods" (back-to-school, etc.) and to authenticate the source of requests, please follow these instructions to contact the Support service.
- From now on, all your requests will have to be initiated from a single form accessible via the software's Assistance menu. In this way, the technician has immediate access to your configuration information and, if you authorize him to do so, direct access to your database.
- A ticket number will be systematically associated with your request and ensure efficient follow-up even if you contact the support service several times for the same problem.
- The technician in charge of your request will reply by e-mail or telephone, depending on the nature of the request. Nothing has changed: as has been the case for over 30 years, our aim is to solve your problem as quickly as possible.
- If you cannot connect to the software, an in-depth form will remain available on our website. Have a recent invoice ready to provide you with all the information you need to identify yourself.
As a user, you can also help us to help you!
- First search the Knowledge base the answer to your question may be there. We are working on improving the search engine. Searching via the table of contents and consulting the instruction manuals is often effective.
- In the Assistance request form, if possible, provide full details so that the technician in charge of your request can understand the problem and reproduce it:
- the concerned resources, with at least the last name, first name and resource category (teacher/student/class/etc.),
- the concerned interface (HYPERPLANNING - Client/Webspace/Mobile application),
- the name of the concerned display, giving the name of the module, tab and display. To verify the latter, right-click on the concerned tab to view the name of the corresponding icon (Assiduity > Entry > Roll call sheet in the example below).
- a precise description of the problem encountered, with any error message displayed,
- operations already undertaken to solve the problem, if any.
- Feel free to leave a word of encouragement or to thank the person who helped you!
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