Producing good, reliable, easy to use software is one thing. But, providing the peace of mind that comes from knowing that there is an experienced backup team in place should things go wrong is also an essential part of what we do.

All current Learnsmarter subscriptions include unlimited access to our support service. Training Manager Pro and Training Manager Online users have the option to purchase support or to use the products unsupported.

All support calls are logged through the customer area of this website. Customers can see what the status of any call is, if any calls are still open and what actions are currently being taken. They can also search the history of closed tickets to see if the problem they are experiencing has occurred before and if so, what the solution was.

Wherever possible, our support engineers use remote access technology to view problems directly on customers’ machines. Where this is not possible then calls are handled by phone or email.

Our help desk is happy to provide advice on such topics as configuring the application, using new features and to provide help in selecting appropriate reports. This is in addition to installation and technical issues, fixing reported bugs and so on. There are limitations on support services for clients who have not purchased training.

The most common Training Manager Pro and Online calls are related to network/setup issues such as drive mappings, installing new workstations and moving to new servers. You will notice that many of the FAQ and knowledgebase articles on this site deal with these matters for exactly that reason. These are not the only problems of course and very few developers would claim that their software is completely error free. Nevertheless actual coding bugs are quite rare and the software does prove very reliable in day to day use. Where any such problems do occur, the online support desk allows these bugs to be tracked and calls will be updated when any such bugs have been fixed and new updates or patches released.

Any client with a valid current support contract is also entitled to download updates to the supported products purchased free of charge. These downloads are accessed by logging on to the client pages on this site. If you have a valid support contract and need help to access the client area of the site, please contact us. There may be a charge made to supply software updates on physical media if required.

Support is free to all Training Manager Pro and Online customers for the first 90 days and thereafter users have the option to renew on an annual basis. Most clients purchase the first year's support at the time that they place their order, effectively getting 15 months support initially. Details of current support entitlements and renewal dates are displayed on the customer area of the site. There is no automatic right to renew once a support contract has lapsed and we reserve the right to make additional charges to reinstate an expired support contract. Full terms and conditions are available on request.