Frog

How does Frog IT Support Work?

If you need to contact support to highlight an issue with your Frog learning platform, this guide will give you all the information you will need to understand what to do and what to expect.
When you require Frog IT support you need to complete a couple of simple tasks:

  • Detail the issue you wish to report
  • Contact us to let us know and report your issue

To help us quickly identify your issue, before you contact us, you need to complete a Frog Support Data Collection Form (which can be found in the technical support area of the Frog community site).  This form contains all the information we need to know to investigate and resolve your issue. This form needs to be completed regardless of the nature of your issue.

You can then contact us either by telephone or via email to log your issue:

Telephone: 01422 395 939
detailing all points requested on the Frog Support Data Collection Form.

Email: servicedesk@frogtrade.com
this will automatically log a new support ticket.

Self Service: Self service login
this allows you to manage and action your school’s open support issues and can be found on the Frog community site.

What happens initially once I have logged an issue with Frog IT Support?

When you have logged a support ticket with us, you can expect an automated email with confirmation of your request, together with a call reference number.  It is important that you keep a note of this number and quote it whenever you speak to us about that specific issue.

What happens then?

  • Telephone support
    If you contact us by telephone our primary task is to gather all the necessary information that is relevant to your reported issue and log it as a support issue – this is unless the reported issue can be fixed within 5 minutes of the initial call being logged.
  •  First line support
    First line support pick up all issues in priority order oldest call first.  They will attempt to replicate the issue and if they can replicate it, they will work to resolve the issue.  If they need to ask you for additional information, they will either call you or send you an email – either way, they will email you to confirm the details.
  • Second line support
    If the reported issue needs further Frog knowledge or greater technical knowhow, first line support will escalate your issue to second line support.  They will continue to work on your reported issue to resolution.
  • Third line support
    If you reported issue requires Linux or Frog Database knowledge to resolve, your issue will be escalated to third line for diagnosis and resolution
  • Development – Bug
    If we (first to third line) identify an issue that could be due to a problem with the Frog software (Frog code) and is likely to affect any school using that area of Frog, then it is promoted to a bug ticket and investigated by our development team. If the development team confirm it as a bug, it becomes a “Known Issue”.

How quick will it take to resolve my reported issue?

This does depend on the nature and complexity of your reported issue.  For more information relating to Frog Support’s current workload, please visit the Technical Support area of the Frog Community site.

Tickets logged at first to third line will take between a matter of minutes to about 6 days to resolve depending on their complexity and the accuracy and conciseness of the information we receive when the call is logged.

If an issue is identified as a potential bug, it will take longer to fix.  Bug fixes need to be added to a patch build, so you can expect a bug to be resolved in a matter of weeks and months rather than hours and days.  We will always endeavour to provide a workaround until the patch rollout permanently resolves your issue.

What can Frog support not help me with?

Frog Support is set up to assist schools resolve technical problems / identify and escalate bugs.  We are not set-up to provide in-depth training or assistance building / configuring Frog components to allow schools to achieve your goals or maintain your IT systems.

Additional IT support terms

  • Issue put on hold
    When we contact you to ask for additional information, your ticket is placed on hold and no further work will be undertaken with your issue until you have responded.  If you do not respond within 7 days, you will be sent a reminder and if you do not respond within another 7 days, your ticket will be closed.
  • Resolved
    A support issue is classed as resolved when the answer provided by our team provides a fix or explanation to the issue reported.  When a reported issue is resolved, it will move into a resolved status.
  • Resolved – expected behaviour / feature request:
    If your reported issue is not a fault with the Frog software, a full explanation will be provided including what you can do next.  It is not possible to re-open a support ticket when the issue is not a fault with the Frog software.  Further discussions can take place, but this will fall outside the support system.
  • Resolved – fixed
    If we provide a resolution that fixes the reported issue, any steps you need to undertake to fix your platform will be provided. If this does not fix your reported issue or you need further assistance, you can reply to the email sent and your issue will move out of “resolved” status back into “open”.
    Any issue held in “resolved” for more than 5 days will be marked as closed.
  • Closed
    A Frog IT Support Issue is classed as closed if any of the closed criteria as detailed within “Issue put on hold” or “resolved” status.  Once a call is closed, it can be re-opened within 7 days of the call being closed (except Resolved: expected behaviour / feature request).  Any requests made after this date will need to be logged as a new Frog Support Issue.
  • “Known Issue”
    When an issue is confirmed as a bug by the development team, it is promoted to a known issue and scheduled for fix within a future patch build.  How soon a known issue is fixed is dependent on a number of factors including:
  • How many schools have reported the issue
    If a number of schools report a specific issue, the higher the urgency of that issue.  Therefore, it is important that you report all support issues to us even if you spot them on the known issues list
  • The severity of the reported issue
    The higher the severity, the quicker it will be fixed.
  • If there is a valid workaround for the reported issue.
    If the issue has a temporary workaround available, its severity will be reduced.  It is important to note that a workaround is not an excuse not to fix a reported issue, but allows schools to continue to use a specific area of the Frog learning platform until a permanent fix is applied.