At Elucidat, we are committed to providing unparalleled support to ensure your elearning content creation experience is seamless and productive. Our dedicated support team is here to assist you every step of the way, addressing your queries, troubleshooting issues, and offering guidance to maximize our platform's potential.
Contents
Key elements of our support
Responsive assistance
Our support team is available 12 hours a day, Monday through Friday, to promptly address your inquiries. Whether you have a question about a feature, encounter a technical issue, or suggest a product enhancement, we are here to help.
Comprehensive Help Center
Through our extensive Help Center, you can access a wealth of resources. Find step-by-step guides, video tutorials, and FAQs that empower you to navigate the platform independently and maximize its capabilities.
Personalized guidance
We understand that each user may have unique requirements. Our support team is dedicated to providing personalized assistance, tailoring our responses to your needs, and helping you leverage our platform's full potential.
Continuous improvement
We are committed to enhancing our platform based on user feedback and evolving industry trends. Your insights are invaluable and we actively seek your input to make ongoing improvements that align with your evolving needs.
Bug resolution process
Reporting to our Development team
When you report a bug, our support team diligently logs the details and promptly escalates it to our development team. We understand the critical importance of resolving issues swiftly to ensure a seamless user experience.
Priority scoring
Each reported bug is assigned a priority score based on its severity, impact on your workflow, and reach. This ensures that our development team focuses on resolving the most critical issues first, addressing concerns that may have a substantial impact on our users.
Regular reprioritization
Bug priorities are not static; they are regularly reviewed and reprioritized based on evolving circumstances and user feedback. This iterative process allows us to adapt to your changing needs and concerns.
Alternative solutions
Recognizing the urgency of your work, we are committed to helping you find alternative solutions wherever possible. Our support team will collaborate with you to explore workarounds, temporary fixes, or alternative methods so that your projects can continue without interruption.
Feedback and collaboration
Your feedback is invaluable. We encourage an open line of communication and appreciate any additional insights or context you can provide regarding reported bugs. Your collaboration is instrumental in our ongoing efforts to enhance the platform. We may not be able to provide continuous updates on all bug reports, but we will let you know personally as and when an issue you have reported is resolved.
Product feedback process
Reporting to our Product team
Every piece of product feedback you provide is collected and reported to our Product team. Your suggestions and requests are invaluable in guiding the continuous improvement of our platform.
Regular assessment
Our Product team regularly assesses the feedback received from users. This process enables us to understand the evolving needs of our user community and prioritize features and enhancements that align with your requirements.
Communication
We recommend keeping an eye on our Product news and announcements to keep you informed about the outcomes of your feedback. These communication channels serve as your gateway to staying up-to-date with the latest product developments, feature releases, and improvements driven by user feedback.
Additional services
Learning Consultancy services
Alongside our industry-leading Support offering, Elucidat customers have access to our Learning Consultants, who bring unrivaled experience in both instructional design and authoring in Elucidat. Our catalog of consultancy services is designed to supercharge many elements of your L&D strategy, enabling you to get more value from Elucidat and drive greater impact across your organization.
Customers use the Learning Consultancy team as an extension of their own, purchasing services as and when they need additional assistance. Ordinarily, this is due to either capacity or capability issues and can take the form of specific services, such as designing a building a project or suite of templates, or more ad hoc coaching and training.
You can learn more about our services on our website's Learning Consultancy page.
LMS troubleshooting*
While we strive to offer compatibility with various Learning Management Systems (LMS), it's important to note that issues specific to a particular LMS, which cannot be reproduced in SCORM Cloud, fall outside the scope of our direct support. We can provide specialist developer support to help troubleshoot issues and work with your LMS provider**.
API integration*
If you encounter issues related to the integration of our API, our support team will gladly provide general guidance. However, due to the diverse range of API implementations and configurations, we may not be able to offer detailed troubleshooting for platform-specific integration challenges. We encourage you to consult your development resources or seek assistance from our API documentation. If you need further support beyond this, we can provide specialist developer support to help troubleshoot issues*.
Detailed accessibility guidance or checks*
While we are committed to promoting accessibility, providing detailed accessibility guidance or conducting comprehensive accessibility checks of your content is beyond the scope of our support. We encourage users to follow established accessibility standards and guidelines while creating content and leverage third-party tools for in-depth accessibility assessments. However, if you do need specialist support, we can offer it, either by setting up best practice workshops or running an audit with one of our partners.
*These services will be charged at an hourly rate, and will use our best endeavors to reach a solution, but we cannot always guarantee this.
**These services require cooperation from your LMS vendor.
Limitations of support
Auto-Translate functionality
While our Auto-Translate functionality aims to simplify the localization process, the quality and accuracy of translations may vary. We provide general support for the feature but cannot address language-specific nuances or guarantee flawless translations. We recommend reviewing and refining auto-translated content to ensure accuracy.
Output of AI-generated content
If enabled, our platform allows users to incorporate AI-generated content in projects. While we offer general support for these functionalities, the intricacies of AI-generated content may lead to variations in output. Users are encouraged to seek additional expertise or consult our documentation for specific concerns or advanced customization.
Local issues
If a user or learner is experiencing issues that are specific to their local environment, such as their device, operating system, browser, or internet connection, our Support team is unable to assist beyond general advice. We advise you to contact your local IT team for queries of this nature.
Analytics queries using a Backup SCORM
Learner analytics are not guaranteed when using a Backup SCORM release type due to the course being functional offline, behind firewalls, or using unstable internet connections. For this reason, we cannot support queries regarding learner data from Backup SCORM releases.