Support for GLS OnDemand
Global Learning Systems’ Product Support team is here to offer assistance and to ensure your GLS OnDemand experience exceeds your expectations.
Support for all GLS OnDemand customers is available between the hours of 9:00 AM and 5:00 PM Eastern, Monday through Friday. Response times will be based on the severity levels listed below.
|Severity Level||Severity Level Definition (Production Environment)||GLS will acknowledge receipt and provide follow-up within||GLS will provide resolution of issue within|
|P1 (Critical)||Failure or severe degradation of services – client unable to access resources||2 business hours||1 business day|
|P2 (Severe)||Partial failure or limited degradation of services – client can access some, but not all, resources||4 business hours||2 business days|
|P3 (Non-critical)||Minor impact to services – non-critical issue which allows access to almost all resources||1 business day||4 business days|
|P4 (Requests)||Minor impact to services or feature enhancement requests – client can access almost all resources and/or is providing a request for a new or enhanced functionality||3 business days||Roadmap Schedule|
Our support team observes the following holidays during the year and operates at reduced capacity on these dates. We will respond to high priority issues during holidays, and address all others after the holiday.
Please note that if a holiday falls on a Saturday, it is observed on the Friday, If a holiday falls on a Sunday, it is observed on the Monday. Additional holiday dates may be observed around these dates as well. Support voicemail will list current availability.
New Year’s Day
How to Get Help
If you are an end user of GLS OnDemand, your primary resource for help and support is your Administrator. This person can answer the most frequently asked questions in relation to the system, including:
- Inability to login, possibly receiving a message about a wrong password
- Specific course not displayed on homepage
- Warning or error when launching a course
- Computer and browser requirement concerns
If you are an Administrator, and unable to find answers in the help features and documentation in GLS OnDemand, you can open a support case by sending an email to Support@GlobalLearningSystems.com. In your email, provide your name, company, contact information and describe the issue in as much detail as possible. You will receive an auto-reply with your case number shortly after submission.