WISEflow Support Framework
Understand where WISEflow users can get help from and the resources available from UNIwise
The support of WISEflow at an institution/organisation is based on two levels:
First line support: This is provided to WISEflow users internally by your institution/organisation. We recommend there is a clear structure in place for users to access support, such as an internal technical support service.
In addition, we recommend the provision of clear written guidance to support users through their interaction with WISEflow. This could be in the form of user guides, short training videos and FAQs.
Second line support: If support queries cannot be solved internally, approved contacts at your institution/organisation can contact the UNIwise Support Team.
UNIwise offers additional resources to help you offer support to your users:
WISEflow Service Centre
The Service Centre is an online resource containing instructional articles, technical documentation and videos, available to everyone. It offers guidance to all users of WISEflow with clear instructions on the use of WISEflow.
As well as being able to contact the UNIwise Support Team, approved contacts can log into the Service Centre and have access to articles on incident reports and known issues which you can find here.
WISEflow eLearning
eLearning is an online resource aimed at users new to WISEflow. It explains the concept of WISEflow, why things are set up in the way they are. Throughout eLearning are links to the relevant articles in the Service Centre. These articles go further to explain how to achieve a task in WISEflow.
For a new user, using the eLearning resource first to guide them to the most relevant parts of the Service Centre first, is a good first step. Attempting to navigate the Service Centre in the early stages of learning about WISEflow can be quite daunting.