Dan_Impero

Hi @mariocleo, I'm really sorry to read of your frustrations and the difficulties you've had in getting a resolution to your issues. Could you please email me your contact details directly to [email protected] and I will take a look into the open ticket for you. Kind regards, Daniel

Hi @Mistert89, Could you email your contact details over to me at [email protected]? I can then look in to who you were speaking to and get them to follow up regarding the upgrade. Kind regards, Daniel

Hi dhoward_westexetc, If you'd like me to raise a support ticket on your behalf then please let me know - if you want to email your details to me directly at [email protected] I can do this for you. Kind regards, Daniel

Thanks all for raising awareness of this issue, I've informed the QA team so they can investigate it further. Kind regards, Daniel

Thanks all for raising awareness of this issue, I've informed the QA team so they can investigate it further. Kind regards, Daniel

Thanks @slancaster, I'll look out for it. I'm actually a marketer rather than one of the support team, which explains the speed of response on here. We have five new support recruits who have joined in recent weeks and once they're trained and up-to-speed you should find there's a noticeable increase in response times to tickets. Kind regards, Daniel

Hi @slancaster, I'm sorry to hear you've had this experience. Could you email your contact details over to [email protected]? I can then take a look into what happened in more detail. Kind regards, Daniel

Thanks @MrKJLS, we'll be in touch very soon. Daniel

Hi @MrKJLS, I'm sorry you've not heard anything back, could you email your contact details to me at [email protected] and I can look into what's happened. Thanks, Daniel

Hi @nicholab, Sorry you weren't able to get through to us. Demand has increased with the release of our counter-radicalisation keyword library and our newest support recruits are currently in training to enable them to be as effective as possible when it comes to dealing with support calls. If you raise a ticket via email ([email protected]) or the Impero Customer Portal someone will be able to respond as soon as possible, or alternatively if you want to provide your details I can raise a ticket on your behalf. Kind regards, Daniel

Hi @timbo343, Glad to hear it, keep us informed, we'll be more than happy to look into it if necessary. Kind regards, Daniel

Hi @timbo343, This could potentially be caused by one of the new terms causing a false positive and blocking something related to your domain/Outlook. To be sure we'd need to have a look into it further. If you want to PM your details I can raise a ticket on your behalf, or alternatively you can contact the support team directly. Kind regards, Daniel

Hi @scholes99, You might find the resources from the South West Grid for Learning useful, they have some sample policies here: Policy Templates - Online Safety Services If you're looking at the Acceptable Usage Policies in Impero itself, we often suggest no more than 4 or 5 key bullet points which are positive in nature to make it clear what students are accepting, i.e. "I will only access materials relevant to lessons" rather than "I will not...." We often suggest that schools get pupils involved in the creation of these "rules" so they're more engaged with them. I hope this helps. Kind regards, Daniel

Hi @round2it, As a business, Impero has grown rapidly over the past few months. We are increasing the support team headcount by 60% to accommodate this growth, but unfortunately the period of recruitment and bringing people up-to-speed has created a strain on the existing team, alongside the release of our latest version which has increased demand further. We were joined by Mic Sanderson this week, our new Support Manager, who brings with him a wealth of experience, and you should see changes reflected in the coming weeks. If you have any other questions I'd be happy to put you in contact with Mic to discuss. Kind regards, Daniel

Hi @Primus, We had a new support manager join us this week, Mic Sanderson, and I'd be happy to introduce you to him to help put your mind at rest. If you'd like to speak with him please email me your contact details to [email protected] and I'll ask him to give you a call. Kind regards, Daniel