To help us better assist our partners and customers, IntraLearn Software has streamlined its process of responding to support requests. Please submit your requests using the guidelines below together with the Support Request Form available online at the following sites:
Please submit request forms to support@intralearn.com
Please submit one request at a time so that we can track each item separately. Please coordinate the efforts within your organization before sending a request.
If a request is called in, we may ask you to submit a request via e-mail, so we can accurately report the request in our support system.
Please make sure that IntraLearn Software has up-to-date access information to your server(s). This may include Virtual Private Network access, Microsoft Remote Desktop Connection access, and/or access to the website.
The information that we need to collect is outlined in the Support Request Form. Please be specific and provide as much detail as you can. In troubleshooting, we often need to re-create a problem. (Note: If you are calling in a request, you can also use the Support Request Form as a guide.)
If you send a request for a feature that is not part of the current product, but you would like IntraLearn to consider the feature for a future release, please add the text “Feature Request” to the subject line of your e-mail, and select the option on the support Request Form.
If you send a request for a feature that is not part of the current product but you would like to purchase as custom work, please add the text “Custom Work” to the subject line of your e-mail and select the option on the support Request Form. Please copy your account manager to process the request immediately.
IntraLearn Software will acknowledge your request via e-mail and will provide you with a ticket number for reference.
Please send all follow-up e-mails to support@intralearn.com. In the subject line of the e-mail, always include the ticket number and title (subject) assigned to the request.
When calling to follow-up on a ticket, please have the ticket number, the address of the site in question and any other relevant information ready. Please be aware that we will not always be able to resolve a request with a single phone call. A phone call does not necessarily guarantee that your request(s) will be resolved more quickly.