Overview
There are times when you may need to reach out to us for assistance. This article lists the options that are available to you so you can contact our support team regarding Sonar Tracker.
Response times may be longer during busy periods, such as September and June / July, due to increased demand.
We have different support options available - schools choose the one that suits their needs the best - Juniper support options
Help Centre - all schools
Your first point of help should be our Help Centre. It offers a wealth of searchable resources including FAQs, help guides, announcements and links to our Ideas Portal, that will address most of your needs. You have four routes to access the Help Centre:
- From Sonar Tracker, select
at the top right-hand side of the page:
- From Sonar Tracker, select Get Started at the bottom left-hand side of the page, then scroll down the window and select Support:
- Open https://help.junipereducation.org/ in your web browser.
- Alternatively, you can search the articles in the Help Centre from within Sonar Tracker. Select Get Started at the bottom left-hand side of the page, scroll down, select Knowledge base and search for articles or browse the list of articles displayed. When you select an article it will open in your browser:
How to contact the Sonar Tracker Support Team
Contact us via Chat - Priority and Complete Support schools*
From the Help Centre (https://help.junipereducation.org/), select the Support bubble and enter your question:
The system will try to return the most relevant help articles. If you cannot resolve your issue, select Contact an agent and you will be connected to one of our support team, who will be more than happy to help.
Live chat support is available 8:30am to 4:30pm, Monday to Friday.
If you are accessing support out of hours, then you will be given the option to leave a message. Please leave a message and a member of the support team will respond to you as soon as possible, within working hours.
Raise a ticket via email - all schools
You can email us at the following address to generate a support ticket: sonartrackerhelp@junipereducation.org
Contact us by phone - Priority and Complete Support schools*
To contact the Sonar Tracker Support team:
- Call 0345 200 8600.
- Select Option 2 - Software Support.
- Select Option 4 - Sonar Tracker.
Our telephone lines are open between 8:30am and 5pm.
* Please see further guidance here - Juniper support options