Three routes are available when help is needed: the in app Help & Support page, the Integrevise support team, and the channels for bug reports and feature requests.
Help & Support
The Help & Support page in the sidebar contains:
- Frequently asked questions, organised by topic, covering configuration, student management, grading, and integrations.
- Contact options for the support team.
Most common questions are answered there.
Contacting the support team
The support team can be reached by:
- Email at contact@integrevise.com
- Contact form on the Help & Support page in the platform, or at integrevise.com/contact.
The two routes are equivalent; responses typically arrive within 24 hours on working days. For an issue blocking a live viva or a cohort release, including "urgent" in the subject helps with prioritisation.
A useful support message includes the following:
- Your name, institution, and role.
- The module and viva affected.
- The URL of the page where the issue appears.
- A short description of what was attempted and what happened.
- Screenshots where they help.
If it is unclear whether a behaviour is a bug, a misconfiguration, or a missing feature, describing the expected outcome alongside the observed one allows the support team to classify it.
Training resources
Alongside this guide:
- A welcome modal runs on first sign in, with an option to start a guided tour of the dashboard.
- The Learning section in the sidebar holds the full set of articles, organised by category, with sidebar search.
- Product tours are available on a number of pages (the viva overview and teacher onboarding among them) and run on first visit. A dismissed tour can be re enabled by the support team.
For institutions onboarding several teachers at once, the support team can run a live session on request. Lead time is typically a week.
Reporting a bug
Bug reports are best directed to the support team with:
- The page URL or the steps to reproduce.
- The browser and operating system.
- Any error messages or relevant console output.
- A screenshot or short screen recording where possible.
Urgent bugs (those blocking a cohort or affecting a released result) are typically resolved within a day or two; less urgent issues are scheduled into the ongoing release cadence.
Requesting a feature
Feature requests are welcome and help inform the product roadmap. A useful request includes:
- The problem you are trying to solve, rather than the proposed solution.
- The frequency at which the problem appears.
- Any current workaround.
- An indication of how widely the problem is felt within the department.
Requests are often followed by a clarifying conversation before a build is scheduled.
Academic and technical questions
The support team handles platform issues. Decisions about how an assessment is run, how a disputed grade is resolved, or how institutional policy applies remain with you and your department.
Similarly, students are directed in their own support materials to bring academic questions (about grades, or requests for additional attempts) to their lecturer rather than to the Integrevise support team.
Slow responses
If a response has not arrived within 24 hours on a working day, replying to the original email keeps the thread together. Adding a note about the timeframe and the impact assists the team with prioritisation.
Summary
- Learning and Help & Support answer most questions.
- contact@integrevise.com or the contact form is the route for everything else.
- Bug reports include reproduction steps and environment.
- Feature requests describe the problem rather than the proposed fix.
- Academic decisions sit with you and your department, not with support.