How to create a support ticket?

Login to partner portal using your credentials
Go to Support
Select Report an Issue
Fill out the form
Remember to state clearly all the information needed to solve the case.
- Name of Customer/Client ID
- Name of User/s where issue occurs
- Email Address of User
- Name of Assessment where the issue occurs
- Which test/s are being used
- If the issue concerns a candidate in the Assessment, the Master International team needs the candidate’s full name and email address to investigate further. Please note that the partner is responsible for obtaining the necessary consent before sharing any personal data with Master International for troubleshooting purposes. (For more details read more about "Accessing Test Takers’ Data" and "Handling Reports or Documents Containing Personal Data" below.)
- A screenshot or a screen recording of the issue to fully understand the issue (If the personal information is not essential for resolving the support ticket, please anonymize or pseudonymize the information before uploading it to our support system, unless the the information is explicitly required for the task and the confirmation is obtained. )
- List the steps which are leading to the issue
- Give Severity according to SLA

Accessing Test Takers’ Data
As data processor, Master International restricts access to databases storing personal data. Access to test takers’ data (such as names, email addresses, personal test results, etc.) can only be granted to individual Master International's team members when this access:

Is time-limited
Is granted only upon a documented request by the data controller (customer)
Has a legitimate purpose

Action Required: If you request the Master International support team to access or look up a test taker’s personal information (e.g., name, email, test results, or other Personally Identifiable Information), you must first confirm in the ticket that you have obtained the necessary consent.

Handling Reports or Documents Containing Personal Data

Master International's internal policy requires that any reports, documents, emails, or other media containing personal information (such as names or email addresses) must be handled as follows:

If the personal information is not essential for resolving the support ticket, please anonymize or pseudonymize the information before uploading it to our support system.

Action Required: Always ensure that any materials you share with the Master International team through the support system are anonymized unless the the information is explicitly required for the task and the confirmation is obtained.