Support and Help Resources
AiVII provides multiple ways to get help, from self-service articles to direct support. This guide explains where to find assistance and how to make sure your query is resolved quickly.
When to use this
- You have a question about using AiVII.
- You’ve spotted a potential data issue.
- You need to request a role change or report a problem.
1. Search the AiVII Knowledge Base
- Use the search bar at the top of the Knowledge Base to find step-by-step guides, FAQs, and troubleshooting tips.
- Articles are grouped into categories such as Getting Started, Dashboards & Reporting, and Funding & Compliance.
- If you can’t find what you need, check the Related Articles at the bottom of each guide.
2. In-app help
- Click help icons within AiVII for quick explanations of specific metrics or features.
- For complex pages, links may take you directly to the relevant Knowledge Base article.
3. Contact your Super User
- Your organisation’s Super User can:
- Create or update user accounts.
- Change roles and permissions.
- Submit certain queries to AiVII on your behalf.
- This is the best first point of contact for user-specific issues.
4. Contact AiVII Support
If your Super User cannot resolve the issue:
- Use the Contact Support form in AiVII (available from the main menu or footer).
- Provide as much detail as possible:
- Your name and role
- Dashboard or report name
- What you were trying to do
- Screenshots if possible
- This helps our team respond faster and more accurately.
5. Release notes
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Check the Release Notes category in the Knowledge Base for updates, new features, and bug fixes.
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Staying up to date helps you take advantage of new functionality as soon as it’s available.
Tips for faster support
- Always note the Last Data Refresh date if your query relates to numbers or reports.
- If your organisation uses manual data uploads, confirm with your data team when the last file was submitted.
- Use the correct terminology (dashboard name, metric name) when describing issues.