Wolsey Hall Oxford
Submit Your Faria Online Schools Support Request
Please select a form based on the issue you want to raise. You can use the guidance below to assist you.
If you are unsure on which form to select after reading through the guidance, please select the General Support Request Form.
IT & Systems Support
Please use this form if you would like support relating to any other Faria Online Schools systems. For example, Resetting Multi Factor Authentication (MFA / 2FA), issues with SharePoint, Bookings or other 365 Apps, Device support and Equipment Requests.
HubSpot Support
Please use this form to request support or submit a query relating to HubSpot. This includes reporting issues (e.g. parents experiencing problems submitting forms), as well as requesting updates or assistance with checklist items, records, or any other HubSpot-related tasks.
Canvas Support
Please use this form to submit a ticket if you need systems assistance with any Canvas LMS issues. For example, this could relate to a broken link or a student's inability to progress to the next assignment, etc.
Marketing Support
Please use this form if you would like request for an update to be made relating to the Faria Online Schools Websites.
Useful guides.
For all types of questions or issues, please ensure that you have referred to the relevant procedure guides before submitting a ticket.
Guide on general multi factor authentication
Guide on how to set up MFA for canvas
Guide on clearing cache, cookies and browsing data
Guide on clearing template cache for word and excel
Guide on adding shortcuts for SharePoint pages to your OneDrive folder
You can now email the support team directly or forward an email chain using helpdesk@fariaonlineschools.org.uk
Please use this method if you feel it would be appropriate to provide the support team with an email chain that is already ongoing. For example, a conversation with a parent regarding a Canvas issue or an internal support issue where some assistance has already been provided.
Important!
When sending an email, please remember to forward the email chain and not ‘cc’ the support team. This will ensure that only the relevant people are included. Please only include internal Faria Online Schools team members and not parents or students. If colleagues have been included in the email, we will make sure to include them in our reply to you.
Please also be mindful of our GDPR requirements and ensure that you do not forward or share any information that could be classed as sensitive or not relevant to the support request.
Tickets on Canvas (Zendesk) – General Guidance
Weekdays
Critical/High priority tickets
Will always be actioned as soon as possible dependent on the Agent’s availability at the time the ticket received.
Medium/Low priority tickets
24 hours, but we will always endeavour to answer in the same day the ticket is received.
Tickets that require feedback or a solution to be provided to a parent/student.
The Canvas (Zendesk) Agent will respond within 24 hours either to solve ticket, ask further questions or advise that support is needed from 3rd party (e.g. from Canvas, OpenApply or another internal department).
If 3rd party support or response is needed, then the next response time will be 72 hours from ticket submission.
48 hours - the Agent will again contact the 3rd party if no response has been received.
72 hours – if no answer has been received from the 3rd party, the Agent will contact the end user (who submitted the ticket) to update on progress of ticket and will cc the MSS for alternative solutions to be considered.
Weekends
Tickets may be answered over a weekend if considered Critical or High priority. Examples of tickets that may be answered include, data breach, security concern, successful phishing attack or stolen devices. All other tickets will be answered the next working day after submission of the ticket.