Our mission at EdPlace is to provide you, as a parent, teacher or tutor, with the resources and information to enable you to support your student's learning. Our entire team is motivated to provide the very best service to users, but we are only human and mistakes do happen. Technology advances so quickly and we always endeavour to keep pace but, depending on the device, browser or app version you are using to access EdPlace, compatibility issues can arise quickly and, despite our best efforts, we may not be aware until you contact us. We will always investigate and action relevant feedback as soon as possible so that we can continue to improve. Letting us know as soon as you encounter an issue will help us make EdPlace better for everyone.
Once you have made a report to our friendly Customer Support Team regarding an issue with either our iOS or Android app, your feedback will firstly be investigated to identify the root cause. Most usually the cause of an app issue will either be related to: compatibility changes for a specific device, back-end coding irregularities, or front-end limitations.
Usually, in the case of device or account changes by Google or Apple, we are notified in advance with sufficient time to amend the app in question so that customer access remains unaffected. On occasion, this may mean that if you are using an older device with different settings, your access may be affected. For more information on this, please click here if you are using an Android device or here if you are using an iOS device to read our related articles on device requirements.
Back-end issues are code-based and relate to how our apps communicate with the general EdPlace system and server. In these cases, fixing an issue will not usually be too difficult or time-consuming and will not require a new release with approval from Google or Apple.
Front-end issues are more significant as the issue is too widespread to be fixed by coding and will require a new version of the app to be released. Front-end app issues will be resolved within the next app release (typically on a 10-week cycle) but will also be subject to testing by Google or Apple which may result in further work being required before approval is granted.
Once you have made a report of an app issue, you will be notified within 72 hours (within the team's regular working hours) regarding the root cause and, therefore, how long a resolution should take. Identifying the specific nature of an issue and the cause is not always easy, and we may ask for more information from you to support us in doing this. Any support you are able to provide with this is very much appreciated and will help us work faster and smarter.
Once identified, back-end issues will be resolved within 10 working days but usually much sooner. Once identified, front-end issues will be resolved within 10 weeks. Whatever the cause and course of action, we will keep you informed every step of the way and work with you to find a suitable alternative if you will be waiting for a resolution. Remember, EdPlace can also be accessed via our website at www.edplace.com so, if you or your student is struggling to use your account to its best ability via the app, why not log in online instead?
We hope this article provides you with guidance on how we approach and resolve app issues, explaining why we may ask for more information or may inform you that there will be a short wait before we can resolve your issue. If you have any further questions or need any other support, please contact our friendly Customer Support team via email at firstname.lastname@example.org.