Contacting PICS LMS at OneAdvanced
- Mike Sothern (Unlicensed)
- Ryan Mahoney
- Gav Willis
We welcome any sales enquiries or support queries that you may have, as well as any general feedback on the system. Our contact details are as follows:
Main Office | OneAdvanced 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 |
For customer support, please contact support@pellcomp.co.uk For sales enquiries, please contact sales@pellcomp.co.uk For customer renewals related queries, please contact advanced.renewals@oneadvanced.com For customer payment related queries and to request statements, please contact creditcontrolgroup@oneadvanced.com For supplier contracting and purchase order queries, please contact acs.purchasing@oneadvanced.com For supplier invoices and payment related queries, please contact accounts.payable@oneadvanced.com | |
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.
PICS
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.
This will open the intercom window. Select Send us a message to open the chat window.
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.
Desktop PICS
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.
If you are unable to use the Send to Pellcomp option, the next thing to try is pressing Alt+F10, which should produce a small window asking you to enter a Subject. Any useful reference or name will do in here.
Finally, if you are unable to use the above two options, a full screen grab will certainly point us in the right direction. Please refer to the next section on sending sensitive information.
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
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.
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.
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.