UNIwise Support

"For us, it's a success story. The quality of the product was important, but the quality of the service was what really convinced us. We couldn't have done it without UNIwise".

Jonas DebrulleDirector of Programmes, IÈSEG

"We felt really supported throughout the process. The UNIwise team was hands-on, responded quickly, and helped us move forward whenever questions came up. That made a real difference for us".

Sofya KudlevaOsloMet Project Lead

"We love the UNIwise Support team! They always have our back. They're also good at prioritising issues and inquiries and are great at thinking outside the box".

Emma StoakesExam & Assessment Manager, Imperial College

HOW WE SUPPORT YOU

THE SAME EXPERT TEAM, BEHIND EVERY CHANNEL

Our support team is in‑house, multilingual, and built around higher‑education realities. We know what an exam window looks like, we know the difference between a course coordinator and an exam administrator, and we know when 10 minutes matters more than usual.

You can reach us the way you prefer - live chat, email, the knowledge base, or contextual help inside WISEflow itself. Whichever door you knock on, the same specialists answer.

STANDARD

For the highest stakes

Responce priority: Standard queue

Customer Success Manager: Shared

Service reviews: Annual

Support channels: Chat, Email, Knowledge base

Exam-period coverage: Standard hours

Custom reporting: Standard reports

Best for: Smaller institutions with predictable usage

Solid foundations for institutions with predictible assessment cycles.

PROFESSIONAL

Built for the exam cycle

Responce priority: Priority queue

Customer Success Manager: Named CSM

Service reviews: Quarterly

Support channels: Chat, Email, Knowledge base

Exam-period coverage: Extended hours

Custom reporting: Tailored reporting

Best for: Most universities with regular exam cycles

For most universities - regular high-volume assessment with named partners

SIGNATURE

For the highest stakes

Responce priority: Highest priority

Customer Success Manager: Senior, dedicated

Service reviews: Monthly

Support channels: Chat, Email, KB, Direct line

Exam-period coverage: Extended hours + named on-call

Custom reporting: Bespoke executive reporting

Best for: Large institutions, high-stakes exam programmes

Large institutions and high-stakes exam programmes that need a senior, dedicated partner.

The fact that UNIwise has higher education in its DNA makes a difference because they understand what people go through during an exam.

Xavier SeubaDirector of the Patent Academy and European Qualifying Exam, EPO

"The response time when we had questions or issues was very fast. We really felt seen as a user - not just as an institution in a contract, but as a partner whose concerns mattered".

Nadine KaiserMember of OsloMets WISEflow project team

"There was almost daily communication with UNIwise. Initially, we were trying to get across that we’re big, we’re going out to all departments, we’re going to touch areas of the university you’ve never been exposed to. It really did feel like, every step of the way, we were both fully committed to delivering the best possible solution for the students"

Derfel OwenDirector of Change and Improvement, UCL

We dared to run large, highstakes exams very early because we knew we had UNIwise's support behind us. We knew they vere available, we had their mobile numbers, and that made all the difference. It made us feel safe.

Lena KnudsenSenior Advisor, Section for Examinations, Østfold University College

How quickly will I get a response? On live chat, our median resolution time is 27 minutes - many conversations are resolved end‑to‑end in a single session. Email follows the SLA in your contract; in Q1 2026 we resolved 96.5% of all live‑chat issues the same day.

Is support available in my language? Our support team works in English, Danish, Norwegian, Swedish and German. Knowledge‑base articles are translated and kept in sync across all supported languages. If your institution operates in a language we don't yet cover, we can usually pair you with a CSM who speaks it.

What happens during exam periods? We extend hours during national exam windows. Professional and Enterprise customers get extended live coverage; Enterprise customers additionally have a named on‑call contact reachable on exam day. We plan around your assessment calendar, not the other way around.

How do I move from Standard to Professional or Enterprise? Talk to your CSM (or to us, if you don't have one yet). We'll look at your assessment volume, exam‑period intensity and the channels your team actually uses - and recommend the tier that fits without overselling. Upgrades take effect from your next billing cycle.

Where can I find self‑service help? Our public Service Centre at help.wiseflow.net/service-centre hosts every published article. Inside WISEflow, contextual help is one click away on every flow page.

How do I report a critical exam‑day issue? Live chat is the fastest path during an exam - specialists triage exam‑day messages first. Enterprise customers can use their direct line or named on‑call contact for the highest‑severity events. We maintain an incident playbook that has been refined across hundreds of exam windows.

Support that keeps your assessments running

THE SAME EXPERT TEAM, BEHIND EVERY CHANNEL

SPEED YOU CAN VERIFY, AT INSTITUTIONAL SCALE

CHOOSE THE LEVEL OF SUPPORT THAT MATCHES YOUR NEEDS

STANDARD

PROFESSIONAL

SIGNATURE

LOOKING FOR SOMETHING WE HAVEN'T LISTED?

THREE THINGS YOU WON'T FIND AT EVERY VENDOR

LOOKING AFTER YOUR ASSESSMENTS IS OUR DAY JOB

QUESTIONS WE HEAR BEFORE INSTITUTIONS SIGN UP

WANT TO GET IN TOUCH WITH AN EXPERT?