Problems get fixed, and you can watch it happen.
Every issue gets a reference number the moment you raise it. It is assigned to a named person, fixed, tested by someone else, and closed with a message that tells you in plain words what changed. If it is not right, you reopen it.
The four steps
Raise it
From the website or the mobile app. You get a reference number and a confirmation email straight away.
We own it
A named person is responsible. Duplicates are joined together, not repeated.
Fixed and tested
Every fix is tested by someone other than the person who made it, before it is called fixed.
You hear back
A plain-language note on what was wrong and what changed. Still not right? Reopen it.
From your message to a tested fix.
On the left, what you see. On the right, what happens behind it.
| Step | What you experience | What happens behind it |
|---|---|---|
| 1 · Raise | Raise a case from the web or the mobile app. A reference number appears at once and a confirmation email follows. “My Cases” shows its status. | The case is given a priority and a severity. Response and resolution targets start counting, and can be set for your school. |
| 2 · Triage | A named person owns it, not a shared inbox. | An assistant suggests whether it is a defect, a feature request, a duplicate or a process gap. A person confirms it, and it is assigned to a developer. |
| 3 · Fix | Nothing to do. The case shows it is being worked on. | Tracked as a defect, or as a production fix when data must be corrected directly. The steps are fixed and cannot be skipped. Every change is tied to a recorded commit and a release. |
| 4 · Verify | Fixes are tested before they are called fixed. | A separate quality check. A failed retest goes back to analysis, never straight to closed. |
| 5 · Close the loop | A plain-language message explaining what was wrong and what changed, sent by email. The case can be reopened. | Technical notes are turned into wording for you, reviewed by a person, then sent. Each release keeps a record of what it shipped. |
A process you can check, not a promise.
Same process for every bug
A problem our own testers find and one a school reports follow the same steps. Schools are never a second queue.
No skipped steps
The order is enforced by the system, and every change, who made it and when, is on record.
Your data, handled with care
If we ever need to correct data directly, every step we take is recorded against your case.
Assistants sort, people decide
We use assistants to sort and draft, and people to decide and reply. A person confirms the classification and the wording you receive.
Backed by automated tests
The product has a large automated test suite, and fixes are checked against real data before they ship.
From the web or your phone
Raise a case from the website, or from the mobile app if you are a parent or staff member. Mobile apps.
Need help now?
If you are already using EduCampusOS, raise a case from inside the product. If not, talk to us and we will take it from there.