How can we help?
StudentLogic support is provided by the NextLogic team by email, Monday to Friday during office hours.
Reporting an issue
Ran into a technical error or a bug, can't proceed with your work, or got your account locked? Don't wait: email support@nextlogic.com.sg straight away with a screenshot of the issue. Issues that aren't reported immediately take much longer to resolve, because we have to go back in time and re-create them.
A happy client relationship isn't built on a “super-hero” system that never has faults, but on wise, efficient and respectful communication in both directions. These few rules help us resolve your issue as quickly as possible:
- Send a screenshot with the URL visible. We can only fix a specific case, so show us exactly where and when the problem happened. A general “the sales report never works” email doesn't give us enough to go on.
- One email per issue. We can follow the thread and respond faster. In a thread covering several issues, some easily get missed.
- Use a proper subject line and avoid “spammy” words in it. Otherwise your email may end up in our spam folder, which we don't monitor.
- Make sure your email domain is configured correctly with valid SPF and DKIM records (ask whoever manages your domain), or your emails may be classified as spam.
- Identify yourself, especially when writing from a private email address: tell us which company and branch you are from, so we know you are authorised to request the fix.
- Keep the tone respectful. We are all only human, and kindness goes a long way, in both directions.
New users & training
Monthly customer support and maintenance doesn't cover training over the phone. New users should get internal training from experienced colleagues, or ask their manager to arrange extra training with us (online or on site, chargeable).
If you know how a function should work but it doesn't behave that way, just let us know and we'll be happy to help. The how-to guides cover the most common tasks.
Never share your username and password
Each user should have their own username and use only that. Sharing logins creates a serious security risk that we cannot be held liable for. If you don't have access to a function, it is for a reason: report it to your supervisor instead of borrowing a colleague's login.
Locked out after too many wrong passwords? Your Root user can unlock your account, or email us. See User Management Basics.