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 LevelSeverity Level Definition (Production Environment)GLS will acknowledge receipt and provide follow-up withinGLS will provide resolution of issue within
P1 (Critical)Failure or severe degradation of services – client unable to access resources2 business hours1 business day
P2 (Severe)Partial failure or limited degradation of services – client can access some, but not all, resources4 business hours2 business days
P3 (Non-critical)Minor impact to services – non-critical issue which allows access to almost all resources1 business day4 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 functionality3 business daysRoadmap Schedule

Observed Holidays

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
President’s Day
Memorial Day
Independence Day
Labor Day
Thanksgiving
Christmas 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.