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e-KSF Support
What support is available for the e-KSF?
Free support on the e-KSF is provided to all registered users by our email e-KSF support desk (funded by the Department of Health). The only user support that NHS organisations need to deal with is access to the internet from their PCs – everything else to do with using the tool is the responsibility of our Support Desk.
The e-ksf support desk provides help on the e-ksf ONLY. If you have queries on using the KSF itself or how it is delivered, you should contact your local KSF lead. Your HR department should be able to help you with finding out who this is.
On the tool there are a number of ways that you can access support these are outlined below:
Report bugs, errors and your forgetfulness!!
On the e-KSF there is a form that you can use to log issues, bugs, crashes, suggestions and requests such as lockouts, inability to access the tool, transferring users’ accounts, uploading staff data etc. (You might find it saves you time to check the known issues first (see below).
Known Issues Log
You can find out about problems with the system that have already been reported by other users – which means that you might not need to report them yourself.
Individual query history
Use this to view the questions you have asked before and the answers!
FAQs Database - For general questions
This section will provide answers to the most frequently asked questions on the e-KSF Tool and the KSF.
Access Live Online Help
Use this to exchange emails with our support team in real time. This is particularly useful when you are having trouble describing what your problem is. The support team is available between 08:00 to 10:00 am Monday to Friday.
e-KSF Now
This website also gives you access to a range of training materials that are accessible from the “Core Training Materials” section on the site.
If you are unable to access the e-KSF then you can email support directly at support@e-ksf.org
What level of support can I expect?
If you need to email the support desk with questions related to the e-KSF, then you can expect a response to your query within 24 hours. Initially this might only be an acknowledgement because difficult issues might take a while to solve.
What Can I Do to Help Myself and the e-KSF Support Team?
Please ensure that you are familiar with the e-KSF by using the comprehensive support material provided or local sources of information. The help desk is a valuable resource that needs to be available for all KSF users. Therefore it is important that users seek direct support only when the other sources of information have been exhausted. When reporting problems (bugs, system crashes etc) please provide the support team with as much detail as possible so that they can replicate the problem. This should include the series of actions taken (what information you have entered, what buttons that you pressed) prior to the problem being incurred. |
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