Support
1. Online Solutions:
A self-service ‘solutions’ area is provided for students to access anytime from within the Student App or at: www.heartweb.com/solutions
If a solution to an issue is not readily available the student can contact the Heartweb team directly, either by phone or email, to log a support request.
2. Email:
Emails directed to our support address automatically create a Support Case in our Customer Relations Management database for the team to respond and track.
Email:support@heartweb.com
For direct emails or telephone enquiries the team member manually creates a support case and if they are not available to respond at that time other support staff can provide assistance.
2. Email:
Phone lines are answered during office hours (GMT +10).
Voice mail is available and is responded to the next business day. Toll free US & Canada 1-866-391-4965 or International +613 8344 5673
Acknowledgement of a support request will be sent to you via email within one working day.
Skype is available for students who wish to utilise online communication. Skype name: Heartweb.com
4. LogMeIn Rescue:
Software is used to login on to a student’s computer and remotely solve technical issues. Using this software we can view and interact with you using your computer at the same time as the telephone call, leading to rapid resolution of issues.
Support cases are dealt with as soon as possible by staff:
- Queries regarding course content are forwarded to tutors who then contact the students directly via email.
- Administrative questions are handled by our support team.
- Student complaints are to be forwarded to the Program Manager.
- Technical difficulties that are unable to be resolved by Heartweb support team are escalated to the Program Manager who then contacts the Service Provider
Solutions & Knowledge Base
If you do not find a solution, please log a call on the Student Self Service Portal, or email support@heartweb.com
