Our technical support is divided into three levels. The first one assists students and operates according to the scripts. The second level is meant to work with clients, test systems developers, and external proctors. The third level is the Examus development department, which is responsible for server infrastructure maintenance. They also get involved when clients ask to add a new feature or to fix recurring problems.
The student support service operates daily from 6:00 am to 10:00 pm. The second level works from 8:00 am to 8:00 pm, and the third level assists according to the standard 5/2 schedule with a 24/7 server health monitoring service. If necessary, upon clients' request, each team can provide 24/7 support.
Every user can contact the Examus technical support via email and WhatsApp. When a tech support specialist receives the request, they analyze the issue and mark it with the corresponding topic tag. The standard response time is usually no longer than 5 minutes. Then all requests are distributed among the technical support staff. When the issue is solved, the specialist responds to the user through the same contact.
Before messaging technical support, the student can also use the chatbot in Telegram or the Examus web application. It answers the frequently asked questions and enables students to solve some common problems on their own. Thus the technical support team can use their resources more efficiently and focus on solving more complex issues. We also have created a knowledge database that is regularly updated.