Pro Help & Support Guide

Table of Contents

• Introduction
• How To Ask A Question Or Get Help
• Problems
  
  • Problem Response Times
• Requesting Changes & New Development
• Your Account Manager
• Customer Success
• Training
• Finding Out About New Stuff
• Escalation Process

👋 Introduction

Hi, we're here to help!

We want you to love Tribepad. So our goal is to help drive adoption across your HR and recruitment team, hiring managers, and of course candidates. Tribepad is used by millions of people every month and we’ve made it intuitive for you and your teams. But we know you may have some questions and there might even be some problems along the way. 

But don't panic, this guide will let you know how you can get help and how we’ll respond.

We’ll cover:

• Getting answers to questions on our Support Centre
• Contacting our team with questions or problems
• Requesting changes and new development
• Your Account Manager
• Learning more and requesting extra training
• Finding out about new features
• What to do if you have a complaint

🗣️ How To Ask A Question Or Get Help

Your first point of call is the Support Website. Check here for the help you need before contacting our Support team. 

The most common reason for getting in contact is because you need to ask a question about the system. So if you need help or advice on how to use a feature, or have a question you should use our Support Form.

The form provides you with a quick and easy way to raise requests and means we can capture all the important information relating to your query first time, making it easier to resolve things quickly. 

Our team is here to help from 9am to 5pm UK time on weekdays. However, we monitor and work on Priority 1 problems 24 hours a day. We aim to respond to all questions, queries and simple change requests within one (1) working day and we usually answer questions within two (2) working days. 

🚨 Problems

Tribepad is an enterprise-grade talent acquisition suite with thousands of configuration options. If you’re having a problem with something not working as expected, we’re here to help. 

Help us to help you: the more detailed information you can give us about the problem, the quicker we can investigate and fix it for you.

When you email in with a problem, here’s what we need from you to get started:

• A detailed description of the problem, including what the user was trying to do
• The URL where you had the problem
• Details of any error message you received
• Screenshots of the problem
• The web browser and operating system used (If unsure paste this URL into your browser and send us a screenshot: http://supportdetails.net/)
• Date and approximate time the problem occurred
• The job reference or job title & location
• Examples of usernames or candidates affected

⏰ Problem response times

When something isn’t working properly we know it can be frustrating. We always fix things as fast as we can, but need to focus on the most serious problems first. When you report a fault we'll categorise it as 1, 2 or 3 which decides how fast we respond and how quickly we aim to fix it. Here are all the details:

We measure our response and resolution times from when the problem is first logged as a Support Ticket on our system and a notification is automatically generated back to you. 

We’ll send you updates on your ticket by email. For P1 problems this will be every two hours. P2s we’ll update daily, and for other problems you’ll get an update at least once a week. 

You can also track any open Support tickets via our Support Portal.

🔁 Requesting Changes And New Development

We understand that over time you may wish to change the way in which your recruitment process works. As an enterprise-grade talent acquisition suite we have many options available.

If you want to make a change you should raise a request using our Support Form.

Our Customer Success Team will review this request and split this down into two categories - Simple and Complex changes. Below we have created a table to explain how we will handle the different requests.

The process for Complex Requests are as follows:

Your Account Manager will be in touch within 3 working days. We may ask you to complete a short scoping document, to make sure we fully understand your needs or arrange a call to discuss in more detail.

We will review the scope with our technical team which typically takes two (2) to four (4) weeks, but it will depend on the complexity of the request.

We will then provide you with an outline of the work, any costs and timescales involved in this work. If you are happy to go ahead we will then bring in our project team to deliver the change project and work with your internal teams.

From time to time you will come up with great ideas that you don’t necessarily need immediately. For these items we have a feature roadmap. Please raise these in the same way above, but highlight to your Account Manager this is just an idea.  

The further in advance we know, the more likely we can identify customer collective needs and schedule them into our roadmap, saving you money. 

💼 Your Account Manager

They’re here to make sure your organisation successfully adopts Tribepad and loves it! They are here to handle any commercial queries. 

Your Account Manager will be introduced to you as part of a handover from the project delivery team, after your successful implementation. They’ll arrange regular reviews where you can discuss how the system is working, what is on our future development roadmap and your future business plans.

As detailed in the ‘Requesting changes and new development’ section they will also be the person who works with you on any more complex changes in your processes.

⭐ Customer Success

We're here to make sure you get the most value from Tribepad’s talent acquisition platform. Whether it's helping you meet your hiring goals or making sure everything runs smoothly, our team is focused on your success.

Depending on your contract, you can contact your dedicated Customer Success Manager directly or reach out to us at success@tribepad.com — we’re always happy to help.

🎓 Training

To get the most out of Tribepad, we want to help you and your team fully understand the system. The first point of call is our Learn Site which contains video guides, FAQs and documents to help you get to know the platform. 

You can access this from within your platform, via the ‘Help Centre’ icon at the bottom of the screen: 

We normally expect your Recruitment team to train new starters and hiring Managers.  

We can also provide dedicated training online or in person (at a charge) Please contact your Account Manager for more information.

🆕 Finding Out About New Stuff

We’re constantly improving our system and we want you to take advantage of our newest stuff. 

Look out for our email newsletter which always has details of the latest release process. We release new features every quarter, and these newsletters will include all new features, updates and details of webinars you can join to find out more. Ahead of the release, you will have the chance to opt-in or out of specific updates.

You can also follow our blog and LinkedIn for news and updates.

We run our Client Forum every Autumn. It's a great time to share knowledge and experience with other clients and hear from some great speakers. Keep an eye out for your invite!

🆘 Escalation Process

Occasionally things don’t go as smoothly as we’d like.

If you’re having a problem with getting help, you can escalate to Samantha Milne, our Head of Client Support and Success. You can do this via the Support Form, please make sure the subject includes ‘Escalation FAO Samantha Milne’. 

If that doesn’t do the trick, then please contact your Account Manager.