Technical Support handles system access issues, performance problems, video playback errors, assessment loading failures, browser compatibility issues, login errors, and unexpected system behaviour. The team focuses on resolving platform-related problems rather than course content questions, ensuring the LMS remains stable, accessible, and reliable for all users.

The LMS supports modern browsers such as Google Chrome, Microsoft Edge, Safari, and Firefox. Users are encouraged to use the latest versions to ensure full functionality. Older browsers or unsupported versions may cause display or performance issues.

The LMS is accessible on desktops, laptops, tablets, and smartphones. While mobile devices are supported, desktops or laptops are recommended for assessments, long video sessions, and interactive content to ensure optimal performance.

System slowness may be caused by network connectivity, browser issues, device limitations, or temporary system load. Users should check their internet connection, close unused applications, refresh the page, or try another browser before contacting support.

If a page fails to load, refresh the browser, clear cache and cookies, or switch to a different supported browser. Persistent issues should be reported to Technical Support with screenshots and details of the page accessed.

Video playback issues are often related to internet speed, browser settings, or firewall restrictions. Ensure a stable connection, disable browser extensions, and check that corporate networks allow media streaming.

Yes. Some corporate or government networks restrict external platforms. Users may need to request their IT department to whitelist LMS domains to enable full access.

Yes. Certain LMS functions require cookies and pop-ups to be enabled. Blocking these may prevent assessments, downloads, or session links from opening correctly.

Session recordings may be provided depending on course policy and approval. Not all sessions are recorded due to confidentiality, data protection, or instructional design considerations. Availability of recordings will be communicated after the session where applicable.

Capture a screenshot of the error, note the time and action performed, and submit a support ticket. This information helps Technical Support diagnose and resolve the issue efficiently.

Planned maintenance and system outages are communicated in advance via LMS announcements or official email notifications. Emergency outages are communicated as soon as possible.

System status updates and maintenance notifications are published through official LMS communication channels where available. Users are encouraged to check announcements before reporting widespread issues.

Resolution time depends on issue severity. Critical system-wide issues are prioritised, while individual user issues are handled based on complexity and impact.

Yes. All reported issues are logged in the support system for tracking, escalation, and continuous improvement purposes.

Technical Support may access limited account information for troubleshooting purposes only. All access is logged and governed by strict data protection controls.

Troubleshooting is conducted carefully to avoid data loss. In rare cases, resets may be required, and users will be informed before any action is taken.

Users should report the issue immediately with evidence. Technical Support will investigate logs and coordinate with Admin or Trainers to determine appropriate remediation.

Recovery depends on system logs and checkpoints. While most progress is automatically saved, recovery cannot always be guaranteed if interruptions occur before completion points.

Yes. The LMS undergoes regular updates to improve security, performance, and functionality. Updates are tested before deployment to minimise disruption.

Technical Support monitors system activity, applies security patches, and supports access controls to protect against unauthorised access or vulnerabilities.

Technical Support can be contacted via the LMS help ticket system or official support email. Users should provide detailed information to enable faster resolution.