Overview
There are times when you may need to reach out to us for assistance. This article lists the options available to you so that you can contact our support team regarding your Juniper Website.
Response times may be longer during busy periods, such as the start of a new school year in September, due to increased demand.
Help Centre
Your first point of help should be our Help Centre. It offers a wealth of searchable resources that will address most of your needs. You have two routes to access the Help Centre:
- Log into your website as an administrator. Select SUPPORT in the HELP tab:
- Alternatively, open https://help.junipereducation.org/ in your web browser.
How to Contact the Website Support Team
Before contacting the support team, please check which support Tier your school is on, as this will determine the channels available to you (example: email, phone, live chat).
You can find this information in the following article:
• Juniper School Support: Contacting Support
Contact us via Chat
When logged in as an administrator, you should see a Support bubble in the bottom right of your website. You can use this function for assistance.
If you cannot resolve your issue, you can raise a ticket or speak with a member of the team using the Support bubble.
Raise a ticket via the website
When you are logged into your website as an administrator, within the CMS under the HELP tab you will select Contact Support:
Complete the form to submit a ticket that will be sent to our support team.
Raise a ticket via email
You can email us at the following address to generate a support ticket: support.jw@junipereducation.org
Contact us by phone
To contact the Juniper Website Support team:
- Call 0345 200 8600 (Priority and Complete support customers only)
- Select Option 2 - Software Support.
- Select Option 1 - Juniper Websites.
Our telephone lines are open between 8:30am and 4:30pm
Service Level Agreement
We aim to respond to all queries within 24 hours. Most are resolved within 24-48 hours, while we strive to fully resolve all within 7 working days. To help us address your query quickly, please provide the following information in your initial enquiry:
- Your full name.
- Organisation/school name and postcode.
- Website address (URL).
- Contact email address.
- Details of your query or any errors you are experiencing.
- Location of any the issues on the website if applicable.
Updated