"The first-rate support provided by the Service Desk Team is a hugely important factor in our loyalty to Scientia and their products." Dorte M.E. Jensen, University of Copenhagen, Denmark

The successful installation of our software products at your institution is just the beginning of your relationship with Scientia. Positive user experience is paramount to us and we provide technical product support in a number of ways:

 

Phone

On the phone in a range of languages though our dedicated Service Desk Agents around the globe who will triage your issue

Online Portal

Through our online Self-Service Portal, where you can log support requests and find the latest Knowledge Items

User forum

Through the Scientia User Forum – an active user community which provides peer-to-peer support and product documentation

How Scientia’s Service Desk works

When we receive a support request, our skilled Service Desk Agents determine its priority (P) based on its severity and urgency. This forms the basis of our Service Level Agreement with customers:

P1

Response time of <2 hours and a complete/fix time of <8 hours

P2

Response time of <6 hours and a complete/fix time of <2 days

P3

Response time of <8 hours and a complete/fix time of <5 days

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Using the Self-service Portal

The Self-service Portal is the fastest and best way to raise a Support ticket or add a feature request. Find out how to use it here.

pic of Scientia product brochures

Product documentation

We regularly publish documentation that helps you to install and use Scientia’s software products, or which helps you to understand changes in new versions and releases.

Find out more