Training & Support

Training & Support

SUPPORT

We are committed to ensuring that our customers get the support they need when they need it. We run a case management system and provide genuine 24/7 access to a member of staff for business critical requests for support. All other business-as-usual support requests are resolved by our specialist team of former electoral administrators, who exceed the terms of our Service Level Agreement (SLA) in most cases.

If you have a question or technical issue, please contact our support team on:

P: 01453 794 999 – Monday to Friday 8am-6pm
E: support@xssl.co.uk

TRAINING

We provide our clients with access to a dedicated regional trainer for all of their training and consultancy needs. Our trainers are all former senior electoral administrators with first-hand experience of the demands on electoral services teams and a deep understanding of our systems and apps.

We offer four types of training support:

  • Consultancy
  • Local training
  • Regional meetings
  • Remote training

Consultancy

As part of the annual support service, each customer can expect up to two visits per annum. The content of these visits can vary but will typically include:

  • Account management
  • Review of software and service usage
    • Feedback collation capturing insights from users
    • Recommendations arising
  • Mini (up to 1 hour) floor-walking sessions, focused on a specific process or part of the system
  • Q&A session

Local Training

To support our extensive product portfolio, our trainers offer a year-round range of on-site training sessions, including:

  • New user Xpress Register training
  • New user Xpress Management training
  • Xpress Reports training
  • NLPG training
  • Boundary Maintenance training
  • Bespoke training
  • Count Module training
  • Mobile Canvasser App training

Remote Training

In addition to our local training services, we also offer a range of remote training sessions, including:

  • Remote training (mini one-to-one sessions on specific areas of the system)
  • On-demand webinars
  • E-Learning

Remote Meetings

To compliment our training services, our regional trainers can also be found at a range of electoral conferences, seminars, events and AEA branch meetings. In addition, where possible, they will make themselves available for one-to-ones and regional group sessions.