Our Customer Support Team provides technical support and helps to solve technical issues related to installation, upgrade and maintenance of all our solutions.

eXact learning solutions offers four support service levels:

• Bronze (maintenance only, no support)
• Silver
• Gold
• Platinum*

* Platinum includes 24 live assistance phone calls per year. Service members may purchase packages of 12 additional calls if required. 

Contact our Support Team:

• Via the support portal, 24 hours a day
• By telephone (only for Platinum level SLA)

Support Team can receive customer inquiries during the following hours, depending on the Service Level Agreement (SLA) purchased.:

Office Hours:
Europe/M.O: Monday to Friday 9.00-18.00 Rome
America: Monday to Friday 9.00-18.00 Boston
APAC: Monday to Friday 9.00-18.00 Perth

Extended Hours:
24 hours a day, including weekends and public holidays

Typical problems, which can be reported are:

• Anomaly (wrong functionality)
• Low performance, casual delays with daily repetition
• Local Critical Impact, which blocks a group of users
• General Critical Impact, which blocks all users.