FAQs

Getting Started

How long does the initial setup and onboarding take?

Most users are up and running within 30-60 days, depending on your package. If you’re integrating large datasets, complex APIs or require complex customization it might take a bit longer.

Do I need to invite my whole team right away?

Not necessarily! We recommend having a small team of 2-3 core people who will be responsible for assisting with initial configuration. Once the platform is deployed, other key personnel who will later govern the platform can be involved.

What is the first thing I should do after I have been given access?

Confirm your access to the platform then schedule your Onboarding training calls with your CSM. They will take you through a step by step guide on how best to set-up and personalize your platform. We also have video guides of all our modules for those who prefer a self guided approach.

Technical & Integrations

Which browsers are supported?

We love modern tech. Rubric works best on the latest versions of Chrome, Firefox, Safari, and Edge. (If you’re still using Internet Explorer, we need to have a very serious talk about your well-being.)

Can I migrate my data from my old system or the university?

Absolutely. We offer CSV for mass imports and can arrange direct integrations for most university systems. Please speak with your Onboarding Technical Specialist for more details on what options are available for your specific case.

Is my data secure?

Security isn't just a checkbox for us; it’s the whole page. We are fully GDPR and ISO 27001 compliant, with SOC2 Type II compliance in progress. Your data is hosted on encrypted servers with 99.9% uptime.

You can find our current cyber accreditation and compliance information at https://rubric.au.trust.site/

Support & Resources

Where can I find tutorials or help articles?

Click the "chat" icon in the bottom-right corner of your dashboard to access our Help Center and searchable Knowledge Base.

If I come across a bug on the system, what do I do?

Start by reaching out through our in-app chatbot — it can search our Help Centre to help diagnose the issue. If it's unable to resolve it, the chatbot will connect you directly to our support team.

Alternatively, you can also email us at support@hellorubric.com and we'll get back to you from there.

How should I report a bug when contacting support?

To help us investigate and resolve the issue as quickly as possible, please include the following in your email:

  • What you were doing when the bug occurred

  • What you expected to happen vs. what actually happened

  • Steps to reproduce the issue, if you're able to

  • Screenshots or screen recordings, if applicable

  • Provide any identification number or reference related to the items that affected (e.g. form id, submission id, club emails, etc.)

The more detail you can provide, the faster we can get it sorted for you.

How long will it take to hear back from your team?

We typically respond to all support requests within 24 business hours. This applies to all users across the platform, whether you're a union administrator, club exec (student organisation leader), or student.