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HEAT offers a broad range of training and support options to suit the needs of a wide user base.
- Member Services
- Training & Support
Understanding how we support our members
Our members are central to everything we do; our priority is to ensure they are confident using the database so they can get the most out of their data. We appreciate that with a database and service with such a wide variety of benefits and flexibility, there is a lot to learn in order to use HEAT optimally.
We provide high quality training and resources to build evaluation capabilities around our shared system, ensuring that all members can get the most out of the service.
Training and
Support
Members are supported at each stage of their HEAT journey, in the form of database training and data clinics.
We also provide daily assistance on the Helpdesk at HEAT Support, where questions will quickly be responded to by a relevant person in the team.
Read more about the broad range of training we offer below.
Webinars and
Events
We deliver a range of webinars and events on all aspects of the HEAT Service, including how to interpret data and reporting.
We also provide technical help and guidance with using the system across our technical update deployments.
Learn more about our upcoming webinars and events.
Resources and
Communications
Members are further supported through our guides and videos, alongside a suite of Data Protection resources to support compliance.
We regularly communicate with our membership through our e-bulletin, Research Blog and website to ensure members are kept up to date with the latest developments.
Learn more about our latest news.
HEAT Training
General Training Overview
From new members who are just getting started, to experienced members looking to learn a different aspect of the system, we help the membership to optimise their use of the HEAT Service.
Training is an essential element of the support we offer as a service, alongside a suite of online resources, which are developed on an ongoing basis. This approach forms one of our objectives to ensure HEAT is self-sustaining, as whilst it is important that members have access to training and resources, it is imperative that associated costs are kept to a minimum, especially those incurred through face-to-face support. This section sets out which elements continue to be available free of charge, funded through the subscription, and which are subject to the cost-recovery charging structure.
Getting Started
We recommend users familiarise themselves with the HEAT System by downloading the interactive User Guide and Training resource (members only), which is also useful for internal training.
Alternatively, members can send us a training request by contacting HEAT Support. All training can be delivered either online (live virtual training sessions delivered by members of the HEAT Team) or face-to-face to individuals or a group (cost recovery charges may apply). For more details, please refer to the information below.
The training fee levels set by the HEAT Service are as follows:
Included in your Membership:
- All initial set-up meetings and user training for new members is provided either face-to-face or virtually as appropriate
- Ongoing phone and email support
- Online training for designated points of contact who are encouraged to cascade training to their colleagues
Subject to Additional Cost:
- 1-1 or Group training or meetings (face-to-face or virtually) will be subject to a cost recovery fee (half day or full day)
- Accommodation and travel costs (if applicable)
Costs charged at either half day or full day rate (minimum charge is for cost of half day). All costs to be agreed in writing by the requesting member before the booking is confirmed. Members will then be asked to provide a purchase order number so that an invoice can be raised. Any advance purchase will be treated as a training ‘pot’ which can be drawn on at the current rates for a maximum period of one year from point of invoice. Costs subject to annual review.
Please note: Due to practical reasons, we reserve the right to limit the length or cap the number of attendees at training sessions
HEAT Support
Following set up, members have access to a comprehensive suite of user guides, videos, webinars and wider resources.
HEAT also provides a ticket-based Helpdesk for any day-to-day queries from members. The HEAT Helpdesk is open Monday to Friday, 9AM to 3PM and is the first point of contact for all enquiries. Outside these hours, please access our Report an Emergency page for any high priority concerns, data breach or security emergencies.
