Self-Paced e-Learning Technical Support
FAQ
What are the system requirements for Self-Paced e-Learning?
- Processor: Minimum:P3 800 MHz; Recommended: 1.2 GHz Pentium or equivalent
- Recommended RAM: As required to run your operating system (at least 512 MB recommended)
- Disk space: 0 KB, not including browser, plug-ins, etc.
- Monitor resolution: Minimum: 1024 x 768, 16-bit color; Recommended: 32-bit color
- Operating systems: Windows 2000, XP, and (Vista*)
*Windows Vista is supported for all online courses and most courses on CD. - Browsers: Internet Explorer 6.0 or higher (preferred) or Firefox 2.0 or later (Firefox 2.0 only for courses on CD)
- Browser plug-in: Flash Player 9 or later
- Adobe Acrobat Reader 6.0 or later
Click Here to Check Your System
Due to the intermittent nature of e-Learning, it really depends on simultaneous system requests of the learning population when taking an online course.
Yes - simply call the Technical Support Helpdesk and they can deactivate any user from accessing our online courses.
While the Self-Paced e-Learning will work on a 56K connection, we recommend at least a LAN, ISDN, DSL, or Cable Modem connection to ensure an optimal experience while taking the course online.
Yes - a cookie is used to facilitate the logout experience so the user is directed to the correct page when they leave the LMS. A cookie also allows the user to store their login ID and password so they do not have to login each time they access e-Learning.
Yes - the interface is dynamic and Javascript must be enabled in the browser.
Sun's JRE v.1.4 or higher or Microsoft's VM for Java must be available for SCORM communication with the Oracle LMS.
Yes - ActiveX is required for Flash content in Internet Explorer and to launch the OnDemand player.
Yes - please contact your sales representative for more details. If our courseware is delivered to you via CD-ROM for inclusion in your existing LMS, the courses would be launched just like any of your other content that you host. Global Knowledge courseware has been successfully tested to operate in Docent, Pathlore, and Saba.
These LMSs are capable of launching and tracking:
- Start and end sessions
- Time in course
- Completion status
- and Assessment score
That depends. Please see above.
Yes - the platform is AICC, SCORM 1.1, 1.2, and IMS compliant.
Yes - the content can be packaged for delivery via an internal LMS system. All Global Knowledge proprietary Self-Paced e-Learning content can be packaged to comply with AICC, SCORM, and IMS and will therefore operate in any LMS that conforms to these specifications. To be specific our courseware conforms to:
- AICC AGR-010: Web based CMI Guidelines (Version 3.4)
- CBT Course Individual
- CBT AU
- Authoring System
- SCORM Specifications (Version 1.1, 1.2)
- The SCORM Content Aggregation Model
- Sharable Content Object runtime Environment (SCO-RTE1)
- SCORM Version 1.1, 1.2 Metadata XML - Minimum with Optional Elements (MD-XML1+Optional)
- IMS Content Packaging Specification (Version 1.1.1) - Level 0
Yes - all of Global Knowledge's Microsoft Desktop application courseware is MOUS certified. Our courseware is specifically designed to prepare individuals to take MOUS certification exams. It covers 100% of the MOUS exam objectives (concepts that are used to create MOUS exams) and is reviewed by a third party appointed by Microsoft to meet Microsoft's rigorous quality standards. You can be certain you are delivering high quality that will best prepare your students to become Microsoft Office User Specialists.
Typically no - The streaming video will achieve better performance if port 1755 is open. If it is not then the video defaults to port 80 - HTTP.
Self-Paced e-Learning Service Level Agreement
System Availability
System will be available 24 / 7 / 365 except during scheduled maintenance.
Regular maintenance is scheduled nightly from 1:00AM - 1:15AM EST. An optional
window is available every Sunday between 3:00 pm and 4:00 pm EST and can be used
for general system maintenance. This window is used approximately once /
quarter. Major software upgrades / releases are performed approximately once /
year and often require a larger upgrade window. These upgrades are carefully
planned and take place outside of normal business hours.
Data Backup
Global Knowledge hosting support services provides backup services to secure
data in the event of a system failure. These backups are scheduled on a daily
basis to ensure data integrity and overall system performance. Backups occur
nightly between 1:00AM - 1:15AM EST. Full system backups also occur immediately
before any hardware or software change is made to the system.
Service Interruptions
If it becomes necessary for Global Knowledge to schedule additional maintenance
so that their may be systems interruptions outside of the regularly scheduled
maintenance time and a customer has provided a designated Administrative
Contact, Global Knowledge will use commercially reasonable efforts to provide
prior notification of such interruptions to the customer's designated
Administrative Contact in the form of a "News Flash". Interruptions
are scheduled to minimize their impact on users. Interruptions are scheduled out
of the "workday" as much as possible.
Infrastructure Support
Infrastructure support is intended to maintain continuous access to the hosted
Self-Paced e-Learning applications and content. Global Knowledge Hosting
Services will provide infrastructure support for e-Learning, which includes:
- 24/7/365 network hardware and application monitoring
- Network performance monitoring
- System support engineer services
- Software engineer services (as needed)
- Hardware upgrades, replacements, and maintenance
- Application, OS, Database, and Content backups
Service Availability Definition
Service availability is defined as the amount of time (excluding scheduled
maintenance downtime) Global Knowledge-Learning is available and capable of
providing service, and varies by product. Service availability for a given month
is calculated as a percentage equal to [(number of minutes the service is
available in the month less the number of minutes of scheduled downtime during
the month) / (total number of minutes in the month less the number of minutes of
scheduled downtime during the month)]. Service is deemed "available"
if all matters within the control of Global Knowledge or its agents necessary to
make the service available are in place and are in working order. Availability
of any service or product delivered by use of the World Wide Web or other
internetworking technologies is also dependent on many factors out of the
control of Global Knowledge including but not limited to, interruptions to the
Internet, interruptions in phone service, interruptions in service by customer's
Internet Service Provider, or other interruptions in service caused by matters
outside of the control of Global Knowledge or its agents.
Customer Feedback
If you feel that Global Knowledge has not provided the level of service you
expect, you may email a complaint to quality.assurance@globalknowledge.com.
Global Knowledge will respond in writing within 5 business days of receipt of
any formal complaint. If upon receipt of such a complaint, Global Knowledge's
service logs indicate that during a one-month period including the period
specified in the Complaint, the service availability has not exceeded 99%,
customer may receive a refund representing 50% of license fees paid by customer
for the month in question. Should service availability drop below 99% for any
three consecutive months or for four months within a one-year period, Customer
may terminate its license and receive a refund of all pre-paid license fees for
any remaining term on customer's license.
Return Policy
Return Policy for Self-Paced e-Learning CDs: Any defective product will
be replaced with a new shipment of the same product. Unopened products can be
returned for a full refund within 21 days of being shipped to the customer.*
Individual products that are sold as components of a multi-product package or
bundle are not eligible for refund. Any opened or accessed product is not
eligible for a refund, but may be exchanged for another product of equal or
lesser value. Exchanges are subject to a $100 re-stocking fee per opened item if
written notification is received by fax to 919-463-6795 or email at cancel.us@globalknowledge.com
within 21 days of the product being shipped to the customer.
*e-Keys are not included. Transferring or sharing your e-Keys with anyone else is a violation of the licensing agreement and is subject to legal action.
Contact Us
E-mail: e.supportNA@globalknowledge.com
Phone: Toll Free 866-825-8555
Local: (919) 469-7067
Office Hours: 8:00am-8:00pm (EST)
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