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Main Office | Advanced Level 3 The Mailbox 101 Wharfside St Birmingham B1 1RF |
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Telephone | 01603 492620 for Support and general enquiries 01603 215000 for Sales enquiries |
Website | Pellcomp PICS on Advanced Website |
Office Hours | Mon-Thu: 09:00 - 17:30 Fri: 09:00 - 16:00 |
Getting in Touch to Report Errors
Depending on which you software you are using, different methods are available to report errors or ask for help. Please refer to the instructions below to make sure that we have all the information we need to resolve your issue as soon as possible.
If you’re experiencing any errors in the software, it’s important for us to see the exact message, as many appear quite similar but contain crucial differences.
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PICS
PICSWeb PICS has an integrated Intercom Help Chat that you can use to report any issues that you are experiencing. To open the chat, first select the intercom icon from the bottom-right of the page.
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Here you can enter your message and a member of our team will aim to get back to you as soon as possible. If necessary, you can use the paperclip icon to upload a screenshot or other relevant image.
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Desktop PICS
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We are no longer developing desktop PICS having made the move to the cloud-based PICS solution. |
The best way to send us an error from a desktop application is to right-click on the error and select Send to Pellcomp. This should generate a diagnostics file for us which will contain a screen grab of the error and a log file. The latter is particularly helpful for us to understand why the error occurred.
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Be sure to contact us separately to provide us with more detail and to let us know you have used either the Send to Pellcomp or Alt+F10 functions. |
Web Apps
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We are no longer developing desktop PICS having made the move to the cloud-based PICS solution. |
If you’re using one of our web applications and you’re getting an error, please use the Send to Pellcomp link at the bottom of the page. This link only exists on our pages, so if the page you’re seeing is a generic error page, you may have to click the back button to get to the link.
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Be sure to contact us separately to provide us with more detail and to let us know you have used the Send to Pellcomp function. |
Protecting your Data
It’s vital that anything you send us containing sensitive information, such as learner personal details, is done so in a secure way. Our preferred way of receiving files is via our Secure Filedrop page.
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Always let us know when you’ve sent a file so we can associate it with your support ticket. |
ESFA Rule Violations
We get a lot of queries each month regarding Rule Violations, as these can be quite tricky to decipher. In many cases they are caused by your data entry rather than PICS-specific issues, so the first port of call should always be the ESFA’s ILR Validation Rules spreadsheet, which can give you some really good advice. Some additional instructions are also available in our help guide on Resolving ILR Rule Violations.