Customer & Technical Support
Your Customer Success Team:
The Customer Success Team at SkillsMax.Ai is made up of several
groups that work in unison to promptly address inquiries and resolve
support or technical issues:
Pre-Sales & Post-Sales
Your initial point of contact will be the Account Manager for your region or a member of the Products team.
Your initial point of contact will be the Account Manager for your region or a member of the Products team.
Customer Success
The Products team, along with our Level 1 Support, will guide you through onboarding and manage all support requests.
The Products team, along with our Level 1 Support, will guide you through onboarding and manage all support requests.
Technical Support
While we aim to prevent issues, should you require technical assistance, Level 1 Support will escalate your case to the SkillsMax.Ai Engineering and Development teams for resolution.
While we aim to prevent issues, should you require technical assistance, Level 1 Support will escalate your case to the SkillsMax.Ai Engineering and Development teams for resolution.
Service Desk:
In the event of an important request or urgent issue, you can lodge a support ticket with SkillsMax.Ai's Service Desk. This will be directed to the relevant Level 1 Support engineers.
How to Obtain a SkillsMax.Ai Service Desk Account
While an account is not required to submit a support request, it allows you to track all tickets under your name.
Once you create your first ticket, you will automatically receive an invitation to create an account. You can set your password and confirm it to sign up and use your email and password to sign in.
How to Open a New Service Request
Service Requests can be opened on the web using the Service Desk or visiting the direct link https://help.skillsmax.ai/portal/en/newticket
1. Choose the Request type that is most relevant for your case (Support, Bug, New Feature, others).
2. Fill the relevant details, optionally adding attachments, and click the "submit" button.
2. Fill the relevant details, optionally adding attachments, and click the "submit" button.
3. When you are done, a request number will be provided, and you will receive an email confirming it as well.
How to Track an Existing Service Request
By default, you will receive an email and can interact with the Customer Success team by responding to it.
If
you created an account, you will also be able to view all your tickets
and their status. From the list, you can access each request
individually to check progress and activity (comments. attachments,
status updates, resolution ...).
Please note, you and any added participants will receive an email notification each time an update is posted.
Best practices
How to escalate an issue
If you have a request open for a particular issue, please do not open another case for that same issue.
Instead, you can Escalate your request from the Service Desk by visiting the ticket and then selecting "Escalate" from the right-hand side menu.
Naming
If,
in the course of working on a case, it becomes evident that the title
(summary field) is no longer appropriate, please ask the support
engineer to change it on your behalf.
Action plans
Please
don’t hesitate to ask your support engineer what the action plan is.
That is, be sure you know what will be done next, by whom, and when.
Updates
Please watch for updates to your cases in your email inbox, or by checking the Support Portal.
After receiving a case update, please respond as quickly as you can so that we may continue to work with you.
Related Articles
Proctored Exams
Proctored Exams Some courses require learners to pass at least one proctored exam. These exams differ from regular exams in several key ways: They may have time limits. You might need to install proctoring software on your computer. Identity ...Keyboard Shortcuts for Notes
Using Keyboard Shortcuts for Notes You can use keyboard shortcuts to create, edit, and delete your notes. These shortcuts work on both PCs and Macintosh computers, but only in browsers that support caret browsing. Note: Before using these shortcuts, ...Completing Mathematical and Scientific Assignments
This topic describes how to enter mathematical and scientific expressions for problems in your SkillsMax course. Overview of Mathematical and Scientific Expressions. Completing Mathematical Problems with Screen Readers. Entering Math Expressions in ...