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Skyllful Learner Troubleshooting
- 05 Apr 2025
- 1 Minute to read
- Contributors
- DarkLight
Skyllful Learner Troubleshooting
- Updated on 05 Apr 2025
- 1 Minute to read
- Contributors
- DarkLight
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Overview
Skyllful understands the importance of a reliable, predictable support system to maximize customer success with the platform.
Tiered Support Structure
Skyllful provides a tiered support system designed to effectively handle issues, from simple questions to complex problems that require expert intervention. We commit to specific response times based on the severity of each issue, ensuring that customer operations are not unnecessarily disrupted.
Tier 1 Troubleshooting Steps
Issue | Troubleshooting Steps |
|---|---|
Learner unable to login |
|
Learner doesn’t see learning content in Assignments |
|
Learner is unable to access a mode |
|
Lesson is performing as expected |
|
FAQ
What is the purpose of Skyllful's support system?
Skyllful's support system is designed to provide a reliable and predictable support structure to maximize customer success with the platform.
What does the tiered support structure entail?
The tiered support structure allows Skyllful to effectively handle issues ranging from simple questions to complex problems, with specific response times based on the severity of each issue.
What should I do if a learner is unable to log in?
You should verify that the learner is a Simulator user in Skyllful Studio, check their login method, username, and password, and escalate to Skyllful Customer Experience if the issue persists.
How can I resolve the issue of a learner not seeing learning content in Assignments?
Ensure that the lessons are published, the learner is included in the assignment, and that the assignment is active. If the issue is not resolved, escalate to Skyllful Customer Experience.
Is there a troubleshooting step for a learner unable to access a mode?
Yes, verify that the learner has completed the previous modes in the lesson and escalate to Skyllful Customer Experience if the issue remains unresolved.
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