[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"doc-seo-206498-105":3,"detail-sidebar-cat-0-en-105":75,"doc-detail-206498-en":125},{"code":4,"msg":5,"data":6},0,"ok",{"site_id":7,"language":8,"slug":9,"title":10,"keywords":11,"description":12,"schema_data":13,"social_meta":68,"head_meta":70,"extra_data":72,"updated_unix":74},105,"en","4matrix-ks4-results-day-guide-contacting-us-and-getting-help-2025","4Matrix KS4 Results Day Guide - Contacting Us and Getting Help - 2025","","Guide for using 4Matrix around results days, covering how to obtain support and what information to include when contacting the team. Explains live chat and ticket availability windows for GCSE results and KS5 holiday periods. Provides preparation guidance for importing exam results, including checking the MIS Extract Tool, handling SIMS on-site requirements, managing embargo visibility, and outlining key steps and considerations during the Arbor/Bromcom/SIMS import workflow and validation.",{"@graph":14,"@context":67},[15,34,50],{"@type":16,"itemListElement":17},"BreadcrumbList",[18,23,27,31],{"item":19,"name":20,"@type":21,"position":22},"https://docshare.wps.com","Home","ListItem",1,{"item":24,"name":25,"@type":21,"position":26},"https://docshare.wps.com/document/","Document",2,{"item":28,"name":29,"@type":21,"position":30},"https://docshare.wps.com/document/exam/","Exam",3,{"item":32,"name":10,"@type":21,"position":33},"https://docshare.wps.com/document/4matrix-ks4-results-day-guide-contacting-us-and-getting-help-2025/206498/",4,{"url":32,"name":10,"@type":35,"author":36,"headline":10,"publisher":39,"fileFormat":42,"inLanguage":8,"description":12,"dateModified":43,"datePublished":44,"encodingFormat":42,"isAccessibleForFree":45,"interactionStatistic":46},"DigitalDocument",{"name":37,"@type":38},"นรินทร์","Person",{"url":19,"name":40,"@type":41},"DocShare","Organization","application/pdf","2026-09-06","2026-09-05",true,{"@type":47,"interactionType":48,"userInteractionCount":22},"InteractionCounter",{"@type":49},"ViewAction",{"@type":51,"mainEntity":52},"FAQPage",[53,59,63],{"name":54,"@type":55,"acceptedAnswer":56},"How should a support ticket be submitted when problems occur?","Question",{"text":57,"@type":58},"Go to the 4Matrix knowledgebase and log a support ticket. Include details of the problem, attach screenshots of error messages, and provide your 4Matrix version number.","Answer",{"name":60,"@type":55,"acceptedAnswer":61},"When is live chat and ticket support available on results days?",{"text":62,"@type":58},"For GCSE results, live chat and tickets are available 8am–5pm on Wednesday 20th August and 8am–5pm on Thursday 21st August. Outside those dates, support is 9am–3pm during the holiday period for the KS5 week.",{"name":64,"@type":55,"acceptedAnswer":65},"What should schools check before results day when using the MIS Extract Tool?",{"text":66,"@type":58},"Users should familiarise themselves with the import process and verify the MIS Extract Tool is functioning correctly. 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These can be accessed via the Help tab in 4Matrix or via our website.  \nGetting Support: Go to [https://help.4Matrix.com](https://help.4Matrix.com to view our)[ to view our](https://help.4Matrix.com to view our) knowledgebase and log a support ticket. When logging a ticket, include details of the problem, attach screenshot(s) of any error messages, and include your 4Matrix version number.  \n4Matrix Live Chat: [https://www.4Matrix.com](https://www.4Matrix.com) (use the green chat box, bottom-right)  \nWe will prioritise and respond to all live chats and tickets as quickly as possible. Please try to avoid telephoning us unless you have a serious technical issue and/or cannot access 4Matrix.  \nOn results days, our live chat and ticket support services will be available from:  \n• 8am – 5pm Wednesday 20th August (GCSE Results)  \n• 8am – 5pm Thursday 21st August (GCSE Results)  \nExcept for the above and KS5 results week, our support services will be available 9am – 3pm for the holiday period.  \nUseful Links Results Day Resources: [https://help.4matrix.com/knowledgebase.php?article=288](https://help.4matrix.com/knowledgebase.php?article=288)  \nJCQ Guidance: Notice to Centres  \nPreparation It is important that users familiarise themselves with the import process prior to results days. We  \nwill be unable to provide support for basic training on these days.  \nIf your school uses Arbor, Bromcom or SIMS we recommend that you check that the MIS Extract Tool is functioning correctly by carrying out a complete import of last year’s results data.  \nFor SIMS users, exam results extraction will only work if SIMS is managed on site at the school.  \nHosted SIMS users should refer [to](to www.4Matrix.com/simsreports)[ ](to www.4Matrix.com/simsreports)[www.4Matrix.com/simsreports](to www.4Matrix.com/simsreports) for more information.  \nEmbargoing your exam results  \nIt is important to check the Visibility setting for all series in 4Matrix Desktop that contain results.  \nIf you are not familiar with how the Series Visibility options work, please refer to our more detailed guidance in the Part 1: Pre Results Day Checklist  \nWe recommend setting your results series to Admin and SLT only on embargo days. Check prior to results day that users with Admin and SLT user roles have been granted early access to exam results by your Head of Centre. The visibility can then be switched to all staff on results days after the candidates have received their results, in line with JCQ regulations.  \nImporting your exam results from Arbor/Bromcom/ SIMS  \nExam results stored in the exams area of your MIS will be picked up in the 4Matrix MIS Extract.  \nIf all results have been imported into the MIS, there is no need to import a spreadsheet separately. Please refer to Appendix A if you are importing your examination results from a spreadsheet.  \nImporting your exam results from  \nTo import your exam results from your MIS: Choose Admin > MIS > MIS Name  \n• Select Year 11 2024-2025  \n• In the Series Name, click [+] and select Actual Results, or scroll down to the bottom, select Other, and call the series ‘Summer Results 2025’ or similar.  \n• Under Discounting make sure that for official reporting it is set to Use First Entry (All)  \n• Ensure that Series Visibility is set to include Admin and SLT (or other appropriate groups) on restricted results days.  \n• In Step 2, choose Run.  \n• Choose a location to Save the extract to (e.g. My Documents\\4Matrix MIS Extracts\\)  \n• Choose Run Extract  \nSee the full Admin guide for help with additional steps (in 4Matrix, select Help > Admin Guide)  \nWhen running the MIS extract:  \nPlease consider the effective date of the extract. This should not be the current date, as the extract will pick up contextual data and pupils on roll that day and leavers will not be included. Choose an ap","cbCaie7gMEy3dFGF","https://ap.wps.com/l/cbCaie7gMEy3dFGF","pdf",467952,"English","# Contacting us and Getting Help\n## Getting Support\n## 4Matrix Live Chat\n## Support availability windows\n# Preparation for results days\n## Import process expectations\n## MIS Extract Tool checks\n## SIMS managed on site\n# Embargoing exam results\n## Series visibility and access control\n# Importing exam results from Arbor/Bromcom/SIMS\n## MIS Extract workflow\n## Effective date and school census considerations\n## Subject mapping and split-level notes\n# Multiple entries and post-import edits\n## Selecting grades when multiple results appear\n## Validating and adjusting results","[{\"question\":\"How should a support ticket be submitted when problems occur?\",\"answer\":\"Go to the 4Matrix knowledgebase and log a support ticket. Include details of the problem, attach screenshots of error messages, and provide your 4Matrix version number.\"},{\"question\":\"When is live chat and ticket support available on results days?\",\"answer\":\"For GCSE results, live chat and tickets are available 8am–5pm on Wednesday 20th August and 8am–5pm on Thursday 21st August. Outside those dates, support is 9am–3pm during the holiday period for the KS5 week.\"},{\"question\":\"What should schools check before results day when using the MIS Extract Tool?\",\"answer\":\"Users should familiarise themselves with the import process and verify the MIS Extract Tool is functioning correctly. For SIMS, extraction works only when SIMS is managed on site at the school.\"}]","4Matrix KS4 Results Day Guide - Contacting Us and Getting Help - 2025 | PDF",15]