What if the platform doesn’t work properly
How to save an individual lesson in case of platform issues
Algorithm of actions in the event of mass problems:
- What to do before reaching out to support services: Before reaching out to support services, please ensure to check the Mattermost channel «Skyeng & Skysmart News». Here, employees provide additional notifications about any widespread issues to prevent overloading the support service with similar requests. You may find additional information in the chat as well. Keep in mind that responses from services might be delayed after the developers fix the problem due to the high volume of inquiries to the channels.
- Inform the student: Once you've identified the problem, inform the student about the issue while maintaining a calm demeanor.
- Document the problem: Capture screenshots or record a video of the problem to have evidence of the failure. This documentation will be useful when discussing the issue with technical support or Teachers Care.
Common Problems and Solutions:
- Communication failure: Utilize alternative communication methods such as Google Meet , Skype, Zoom, Telegram, WhatsApp, or other instant messengers available to you.
- Missing «Enter the lesson» button: Manually start the lesson by navigating to the "Lessons" section, selecting the student, clicking on «Lesson Plan», and then using the «Continue Lesson» or «Start Lesson» buttons (screenshot). Additionally, share the lesson link with the student via chat, messenger, or email.
- Platform Malfunction: If technical glitches on the server are causing login issues or other platform-related problems for multiple users, wait for developers to fix them. If support confirms server issues and there's no workaround available, reschedule the lesson for another time.
- Lesson materials unavailable: If lesson materials are unavailable, consider using the alternative backup platform Sutori to access the necessary materials and continue with the lesson.
English:
Remember to maintain a calm and professional demeanor while addressing technical issues. By staying composed, you can effectively manage the situation and minimize stress for both yourself and the student.
What lesson status should I set?
Lesson statuses should be set as usual, regardless of whether the lesson was conducted on Zoom, Google Meet, Skype, or any other platform.
A window for updating the status of lessons appears on the platform automatically. The status of the lesson must be set within 24 hours after the lesson is over.
If you conducted the lesson outside the platform but successfully completed it, mark the lesson as held.
If technical issues appear during your lesson and you can't reschedule it, tag it as «Successfully held». This way, you will be reimbursed for the lesson and your student can then contact our support team for compensation.
If technical issues prevent you from setting the status on the platform, please contact the Teacher Care service.
Please note that managers may contact your students to confirm the status of any lesson.
How to save a group or parallel lesson in case of platform issues
Algorithm of actions in the event of mass problems:
- What to do before reaching out to support services: Before reaching out to support services, please ensure to check the Mattermost channel «Skyeng & Skysmart News». Here, employees provide additional notifications about any widespread issues to prevent overloading the support service with similar requests. You may find additional information in the chat as well. Keep in mind that responses from services might be delayed after the developers fix the problem due to the high volume of inquiries to the channels.
- Inform the students: Once you've identified the problem, inform the students about the issue while maintaining a calm demeanor.
- Document the problem: Capture screenshots or record a video of the problem to have evidence of the failure. This documentation will be useful when discussing the issue with technical support or Teachers Care.
Common Problems and Solutions:
- Missing «Enter the lesson» button: Manually start the lesson by navigating to the «Lessons» section, selecting the student or group, clicking on «Lesson Plan», and then using the «Continue Lesson» or «Start Lesson» buttons (screenshot). Additionally, share the lesson link with the students via chat, messenger, or email.
- Platform Malfunction: If technical glitches on the server are causing login issues or other platform-related problems for multiple users, wait for developers to fix them. If support confirms server issues and there's no workaround available, reschedule the lesson for another time.
What lesson status should I set?
You can set the lesson status to «Failed by student or group» and add a comment explaining that there were massive technical problems on the platform. This helps document the situation and provides context for the failed lesson.