Support & Maintenance

Whether you need help supporting your administrators, trainers or students, you can enjoy the peace of mind that comes from instant access to our Client Services centre. With a wide range of support services, our dedicated and knowledgeable specialists can provide you with the answers and advice you need to resolve your technical issues when they arise.

Just one more example of how Dual Code is working hard to help your organization succeed.

Incident Submission

Technical Support includes incident submission 24/7/365 via email or web. Dual Code's Client Services team follows up on support incidents during regular business hours, which are Monday to Friday between 9:00am and 5:00pm Eastern Time (except on statutory holidays).

Technical issues can expect the following response time based on their priority:

  • Blocker or Critical - These requests are addressed immediately, 24/7/365.
  • Major - Response is a.s.a.p., guaranteed within 4 business hours.
  • Minor - Response is a.s.a.p., guaranteed within 1 business day.
  • Trivial - Response within 3 business days.

Documentation

Knowledge Base. Our knowledge base allows you to read articles and find answers to frequently asked questions, thereby helping you learn about the system and allowing you to independently troubleshoot and resolve some of your minor issues. Our service desk automatically connects to our knowledge base to present you with useful and relevant information whenever you enter a ticket. 

Context-Sensitive Documentation. Our learning management system includes online document from within the web pages. So if you have difficulty adding a SCORM package for example, you can click directly on the documentation link from within the application to read instructions. The help is context-sensitive and always up to date.

Helpful Tips. Many configuration fields have a question mark icon next to them. Clicking on this icon shows helpful tips for the field in question. So if you are not sure what the difference between "course full name" and "course short name" is for example, you can click directly on the question mark from within the application to understand how the two fields are used.