• 

  How can I speed up the processing on my request to the Assistance department?

Before contacting our support service: check the Knowledge base

As a user, you can also help us to help you! First, search the knowledge base to see if the answer to your question is there. We are working on improving the search engine. Feel free to search via the table of contents. Often, the solution can be found there.

Submit a request: a single form

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 it, he/she will be able to directly and temporarily access your database with your rights or those of the concerned user. They will respond directly to you, keeping the discussion thread intact. Access to the database is restricted to authorized Index Education personnel and is automatically revoked upon expiration, or at any time via the command Revoke temporary access

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, its goal will be to resolve your problem as quickly as possible.

If you cannot access the software

An in-depth form will remain available on our website at the bottom of the page. Have a recent invoice ready to provide you with all the information you need to identify yourself.

Information to be provided in your request

In the support request form, please provide as many details as possible so that the technician handling your request can understand the problem and reproduce it:

• the concerned resources: surname, first name, and resource category (teacher/student/class/etc.),
• the corresponding interface: Client PRONOTE Campus, Webspaces, 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 tab in question to view the name of the corresponding icon.
• a detailed description of the problem encountered, including any error messages displayed,
• any steps already taken to resolve the issue, if applicable.
  
  

Important to add a screenshot to the form:

• take the screenshot BEFORE opening the support window, otherwise the box Attach a screenshot will remain shadowed and the screenshot cannot be added,
• use the shortcut Ctrl + C then Ctrl + V to copy the image,
• tick the box Attach a screenshot to paste it into the form.

Feel free to leave a word of encouragement or thank the person who helped you!