Support Centre

SchoolSuite365 support is organised around the school that owns the account and its authorised administrators. They can verify identity, review roles, reproduce a workflow and coordinate a safe resolution. Platform support from MBTS NIG. LTD. is provided through the support route designated for your school or subscription.

• Account access, role changes, learner records, attendance, results, payroll and school workflows: contact your school administrator or authorised support route.
• Payment, receipt or settlement questions: provide the ERP receipt or provider reference and ask the school finance administrator to verify both systems.
• Security vulnerability, suspected data exposure, lost device or compromised account: use the Security page and alert the school’s security, safeguarding or privacy lead immediately.
• Service interruption or repeated failed jobs: include the affected workspace, time window and visible error so the administrator can check the Reliability Centre.

• Your school, role, affected page or mobile release, device and browser, approximate time, and a short description of what you expected versus what happened.
• A safe reproduction path using a test record or redacted screenshot. Remove names, admission numbers, addresses and other personal information unless the authorised support route specifically requests it.
• For synchronisation issues, include whether the device was online, the queue status, the last successful sync time and the app version.

Never place a password, one-time code, payment card or bank credential, API secret, recovery token, private key or complete student record in a ticket, chat, screenshot or email. Support will not ask you to disclose a secret. If a secret was exposed, rotate it and report the incident through Security.

• Urgent: suspected data exposure, account takeover, safeguarding risk, payment duplication or a complete school-wide outage. Escalate immediately through the school’s emergency route and Security where relevant.
• High: a major workflow is blocked for multiple users, payroll or results approval cannot complete, or a critical integration is failing near a deadline.
• Standard: an individual page, report, notification, import, printout or workflow needs investigation but safe workarounds exist.
• How-to: configuration, training, role guidance and best-practice questions. These are normally handled by the school administrator first.

• Refresh once, confirm the correct school and role, and check whether the issue happens in a supported browser or current mobile release.
• For uploads, confirm the file is an allowed type and within the school’s configured size limit; do not rename an unsafe file to bypass validation.
• For payments, do not retry repeatedly. Capture the reference, check the provider status and let the finance administrator reconcile the ERP record.
• For offline work, keep the device unlocked only while needed, connect to a trusted network and wait for a confirmed sync before clearing local data.

Administrators may publish operational notices, maintenance windows and incident updates through the school workspace. Support responses should be clear, respectful and accessible. Tell the authorised support route if you need an alternative format, language accommodation or an adjustment for assistive technology.

If a request is unresolved, ask the school administrator to escalate it with the original reference and impact. A report may be closed when the issue is resolved, a safe workaround is accepted, the requested evidence is unavailable, or the issue is outside the school’s authority. Reopen it with new evidence rather than creating duplicate requests.