Contact Us Features

1/6/2009 7:08:33 AM ET

Check Frequently Asked Questions (FAQs)

If you have a question, chances are that an FAQ addressing the question exists. To prevent taking unnecessary steps, check the solution base or our FAQ listing before you submit a case. To check our FAQ archive: Click the Look at frequently asked questions link. On the Main Frequently Asked Questions page, choose the appropriate section by clicking the section name, such as Connecting or Books. There is also a Further Information section at the bottom of the page. From here you can submit a service request. The section links on the Main Frequently Asked Questions page will take you to secondary FAQ pages. Read the information items on these pages carefully. If you still have not found an answer to your question on the secondary FAQ pages, you can use the Further Information section at the bottom of the page. Here you can to link to the corresponding information in our Additional Reference Information section or submit a service request. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

	Ask for help
	Click the appropriate Ask for help link in the Submit a Support Request section to fill out the appropriate service request form. See Completing a Support Request for directions on how to submit your request. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

Completing a support request

Depending on the nature of your problem, there are two support request forms you can submit: Technical Support (will display if you click the first Ask for Help link on the Contact Us page), and Customer Service (will display if you click the second Ask for Help link on the Contact Us page). Technical Support Request Forms include the following fields (fields names marked with an * are required): *Drop-down Subject field: Select the subject that most closely matches your question. Note: If the drop-down subject list can't be displayed, the message "Error obtaining subject tree" will appear. Click OK. "Problem" will appear in your Subject field. *First Name *Last Name *E-mail Address *Phone Number I prefer to be contacted by: Click the corresponding radio button to indicate your communication preference. Note: The E-mail option is automatically selected as the default. *Problem Summary: When entering a problem, please be as detailed and descriptive as possible. This allows our service representatives to complete your case more efficiently. Note: The maximum number of characters allowed is 45. URL Causing Problem: Fill in the URL address of the page where you experienced a problem. Example URL addresses are: welcome.xyz.com/CourseCatalog/catalog.asp or welcome.xyz.com/login/login.asp Date/Time of problem: Indicate when the problem occurred. *Problem: Fill in any additional contact information relevant to your case, such as if you're out of town, moving, or changing phone numbers. Processor Speed drop-down field: Select the speed of your processor. Internet Access Provider: Type which company provides you with Internet access. Connection Speed drop-down field: Select the speed at which you connect to the internet (not necessarily your modem baud rate). Screen Resolution Free Memory: Fill in the amount of RAM your system has. Free Hard Disk Space: Fill in the amount of hard disk space your system currently has. After filling in your form, click Submit to e-mail your request. The support request will become an active support case once submitted. After the request has been successfully submitted, you'll receive a message confirming the submission. Customer Support Request Forms include the following fields (fields names marked with an * are required): *Drop-down Subject field: Select the subject that most closely matches your question. Note: If the drop-down subject list can't be displayed, the message "Error obtaining subject tree" will appear. Click OK. "Problem" will appear in your Subject field. *First Name *Last Name *E-mail Address *Phone Number I prefer to be contacted by: Click the corresponding radio button to indicate your communication preference. Note: The E-mail option is automatically selected as the default. *Problem Summary: When entering a problem, please be as detailed and descriptive as possible. This allows our service representatives to complete your case more efficiently. Note: The maximum number of characters allowed is 45. URL Causing Problem: Fill in the URL address of the page where you experienced a problem. Example URL addresses are: welcome.xyz.com/CourseCatalog/catalog.asp or welcome.xyz.com/login/login.asp Date/Time of problem: Indicate when the problem occurred. *Problem: Fill in any additional contact information relevant to your case, such as if you're out of town, moving, or changing phone numbers. Book Order Number: This field will appear if you are submitting a request about a book or subscription, and identifies the book in question. Book Part Number Book Title After filling in your form, click Submit to e-mail your request. The support request will become an active support case once submitted. After the request has been successfully submitted, you'll receive a message confirming the submission. Notes A link to a Customer Service form is included on the Technical Support Request form page, and a link to a Technical Support form is included on the Customer Service Request form page. Users unable to log in to the Student Site (unknown users) do not have access to the Customer Support Request form. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

Request username and password

If you have forgotten your username or password, follow the instructions below. Click Request your password or username. On the Send Password page, type your e-mail address in the field provided. Click E-mail Password. We will send you your login information. Note Make sure you enter the e-mail address you entered when you created your account. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

	Chat live with a support agent (Tech Support)
	If you have an immediate question or wish to interface with a support representative, click the Chat live link. When the LivePerson window appears, type your question in the field provided and click Send. A representative will address your question and you can discuss a resolution online. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

	Call Tech Support
	You can contact us at the number listed with questions. Select option #1 from the telephone system answering options on your touch-tone phone. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page

Read system announcements

You can view system announcements and corporate announcements on the Contact Us page. Announcements are important messages posted for your benefit. Corporate announcements are generated by your training provider and are prioritized 1-10. Announcements with a priority of 1 are the most important and generally contain time sensitive information which should be read immediately. If you need additional help, please go to Additional Reference Information. Back to the Contact Us page