For us to be able to respond to your support ticket as promptly as possible, please ensure that your ticket includes:
Screenshots help us understand your problem and answer your question more accurately.
Taking a screenshot on Windows:
To capture your entire screen and automatically save the screenshot, tap the Windows key + Print Screen key. Your screen will briefly go dim to indicate that you've just taken a screenshot, and the screenshot will be saved to the Pictures > Screenshots folder.
Taking a screenshot on Mac:
Simply hold Shift + Command and hit 4 on your keyboard.
Please feel free to describe your problem using a video where an issue is very complex and hard to describe in words.
Before submitting a case, please take a minute to search in our knowledge database, as many questions are answered there.
Our included monthly support is limited to direct clients. If you have a third party provider (eg ad agency, SEO / SEM agency, web developer) who is trying to setup campaigns, custom forms or analytics for their own campaigns they manage for you, we charge a support fee of $150(ex) per hour. A quote will be prepared for the client before any support is undertaken.
We understand that staff change roles and new staff need to be re-trained in EnrolHQ. Sometimes there hasn't been a sufficient hand-over from the previous staff member.
Re-training is not included in our general support. To re-train a staff member (6 x 1 hour sessions) via Zoom, there is a once-off cost of $1045 (ex).
As part of the go-live process, EnrolHQ include the import of your future student database. If further imports are required after the first 1 month of going live, we charge an import fee. This is an hourly rate of $150 p.h. and will be quoted before completing the job.
At this stage, EnrolHQ don't offer on-site training. After onboarding hundreds of schools. we find Zoom screen sharing is a more effective teaching model. It also allows us to record the meetings for you to re-watch at your convenience.