The Support team at Groupcall are able to resolve or advise you on any technical issues that you encounter while using Groupcall products, however they are unable to advise on any other issues affecting Groupcall Partner products and in such instances you should refer to the support arrangements for that specific Groupcall Partner.
Often it is necessary for a Groupcall support technicians to view the issue with you, in order to diagnose it fully and offer a solution. In circumstances where support technicians need to view the issue with, you they may use remote access tools to view your computer with you, in which case you should remain at your computer and supervise the entire session. All of our remote sessions allow you to retain control and allow you to terminate the session at any time. If your issue escalates and an additional support technician is required, then additional Groupcall staff may join the remote session.
If your issue is a platform issue or requires changes to your account configuration, then Groupcall staff may perform such configuration on your behalf from our secure management platform without requirement for remote access.
You are reminded that you should avoid sending personal information, such as student/contact records, to Groupcall directly. You certainly should only send such information when supported by strong encryption, if there is an explicit requirement to do so. Groupcall staff will advise the most secure method for transfer if there is such an explicit requirement.