As previously shared as part of ESS’s separation from Capita, ESS (Education Software Solutions) will be migrating all of their customers out of the Capita support tool and into the ESS support tool from 24 January.
From 21 January at 6pm GMT you will need to use the following email address to raise cases: firstname.lastname@example.org
From 24 January, you will need to use the following URL to access ESS support services: customer.support-ess.com
From 21 January at 6pm GMT you will no longer be able to access the Capita system.
Service and Support Arrangements:
A provision has been made for customers who may need to log cases over the weekend to log them via email email@example.com, please use this to log cases between Friday 21 from 6pm onwards, through to Sunday 23 January.
From Monday 24 January you will be able to log cases in the usual manner via the ESS customer portal, email and telephone as per the current Service and support arrangements.
Also note that for customers with Capita products, support will continue to be provided by Capita.
An initial list of FAQs is included below provided by ESS. If you have any other questions, please get in touch with your usual contact at ESS.
What is the Customer Support Portal?
The portal enables ESS-supported customers to create, update and track their support cases. It also provides a central location to keep up-to-date and share knowledge via the Knowledge bases, Communities and Forums.
Why is this happening?
As a legal requirement of the ESS/Capita commercial separation, ESS needs to operate fully independently of Capita and therefore needs to own and support its customer services platform. The benefit of having our own platform is that we will be able to serve our customers better.
What does it mean for me?
Your profile and data will be moved to our new ESS support system and the migration should be mostly unnoticeable to you. Screens and interfaces will remain the same, so you’ll have the same user experience as now. However, the URL will change.
Will this change the way I get support?
No, except that there will be a new URL for the Customer Portal once we have migrated. This is because, for customers of ESS products, support fo