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.
Frequently Asked Questions and Guidance.
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 response times.
Weekdays
Critical/High priority tickets
For Critical issues, we will make an effort to begin investigating and actioning the request as soon as possible. Response times may vary depending on agent availability at the time the ticket is received.For High-priority tickets, we aim to provide an initial response within 24 hours of receipt.
Medium/Low priority tickets
For Medium and Low-priority tickets, as well as Project-Related Requests, we aim to provide an initial response within 48 hours of receiving the ticket.
Tickets Requiring Third-Party Input or Resolution.
For tickets that require investigation, feedback, or resolution from a third party, we aim to provide an initial response within 24 to 48 hours of receipt.
Where further information is required, or additional updates are needed, subsequent responses will typically be provided within 24 to 48 hours, subject to agent availability and the timing of any replies received.
We may need to request additional information from you or advise that support is required from a third-party provider (for example, Canvas, OpenApply, HubSpot) or another internal department.
Where third-party assistance is required, please allow up to 7 working days from the date the request is raised for a response or update to be received.
If no response has been received from the third party within 7 working days of our escalation, the assigned agent will contact the ticket requester to provide a progress update and discuss any alternative solutions that may be available.
Weekends
Tickets may be answered over a weekend if considered Critical/High priority. Examples of tickets that may be answered include, data breach, security concern, successful phishing attack or stolen devices. All other tickets we will aim to responce the next working day after submission of the ticket.
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 we will aim to responce the next working day after submission of the ticket.