Software Support Services

Updated January 8, 2022. Incorporated by Reference to Our Terms of Use available here: https://worktraining.com/terms-of-use

SECTION I – WORKTRAINING.COM END USER SUPPORT

WorkTraining.com will provide software support to End Users who have enrolled through WorkTraining.com (this does not include Resellers, Channel Partners, and Train-the-Trainers) directly as follows:

  • Phone and Email support from 9:00 AM to 5:00 PM Eastern Standard Time.

SECTION II – RESELLERS, CHANNEL PARTNERS, & TRAIN-THE-TRAINERS SUPPORT

WorkTraining.com will provide no End User support or general technical questions and answers for End Users who have enrolled through a Reseller, Channel Partner, or Train-the-Trainer Package. Such End Users will be redirected to Reseller/Channel Partner/Train-the-Trainer’s designated contact for any support such as, but not limited to: password resets, course enrollments, and other general questions. Reseller/Channel Partner/Train-the-Trainer acknowledges that they are responsible for such technical support services to their End Users and will not direct their End Users to WorkTraining.com for software support assistance.

WorkTraining.com will provide designated administrator(s) of Resellers, Channel Partners, and Train-the-Trainers the following software support services:

  • A one-time onboarding training to cover the functions and features of the EaslerLMS system upon request of designated Administrator; and
  • Phone and Email support from 9:00 AM to 5:00 PM Eastern Standard Time.

SECTION III – SUPPORT REQUEST REQUIREMENTS

To receive support, the WorkTraining.com End User (as described in Section I above), or designated administrator of Reseller, Channel Partner, or Train-the-Trainer (as described in Section II above), must either submit an email request any time through [email protected] or call 1-888-390-5574 during regular support hours.

WorkTraining.com will likely be unable to address reported errors that cannot be re-created by support staff nor will WorkTraining.com be able to address problems if support staff does not receive the ongoing cooperation of the individual submitting the request.

Support Requests must contain:

  • Date and time of error occurrence;
  • Portal/Sub portal name of where the error is occurring;
  • The user(s) affected by the error;
  • Description of the error including Browser version, Content affected, and steps necessary to reproduce the issue;
  • Screenshots or video capture of the error; and
  • The urgency of the error.

WorkTraining.com agrees to resolve errors in a commercially reasonable manner and in the order in which requests are received but provides no guaranty of speedy resolution of reported errors.

SECTION IV – EXCLUSIONS TO SOFTWARE SUPPORT

WorkTraining.com may, in its sole discretion, choose to decline to provide support for errors which arise from:

  • The improper use of EaslerLMS;
  • Modifications, integrations, or customizations made to EaslerLMS by anyone other than WorkTraining.com;
  • Support or troubleshooting of E-Learning Content not created by WorkTraining.com;
  • Training or guidance on basic or rudimentary computer and internet functionality; and
  • Support for those in default of payment obligations or otherwise in breach of any contract or agreement with WorkTraining.com, its partners or affiliates including this Software Support Services agreement and WorkTraining.com Terms of Use.