The following is a list of frequently asked questions about the company and its product: Open eLMS.
tenders > company facts > support > chat service > artificial intelligence
Question
Does Open eLMS provide a ‘how to guide’ for the system?
Answer
Open eLMS has a full knowledgbase and an online AI system to answer any question about Open eLMS support, system functionality and Open eLMS Ltd as a company.
tenders > company facts > support > complaints handling > third party
Question
How does Open eLMS handle third-party complaints?
Answer
Open eLMS will manage any fault process with any add-on provided directly by Open eLMS (examples include Ander Pink News Feeds, Turnitin, Go1, Capterra Performance Management system etc.) as well as any third party elearning course needed to be imported.
It will provide help and guidance with the use and integration of other systems used where possible but not be liable for their performance.
Note that the proposed solution does not propose using any third party systems.
tenders > company facts > support > contact details > communication channels
Question
What support communication channels are in place?
Answer
Issues can be reported to Open eLMS in a number of ways:
Via the company’s website
Directly using the Open eLMS service help desk system – https://emil-reisser-weston.atlassian.net/servicedesk/customer/portal/2/group/-1
Or via the account managers
tenders > company facts > support > costs > support costs
Question
What are the support costs?
Answer
Note there is no separation of licensing/support costs – as Open eLMS is software as a service, all licences automatically include support.
tenders > company facts > support > costs > upgrade costs
Question
What are the upgrade costs?
Answer
All Open eLMS clients get system upgrades automatically – as Open eLMS is software as a service, all licences automatically include new versions approximately every 6 months.
tenders > company facts > support > development > methodology
Question
What training is offered for system upgrades?
Answer
The Open eLMS system is in constant development; SCRUM development cycles take on average 3 weeks and progressive versions are updated into the core development branch after vigorous testing. These developments are ‘released’ to clients periodically (approximately every 3 months as named releases.) These releases require new functionality to be ‘switched on’ by each client (in practice this is often done by the account manager in conversation with each client) via the configuration options in their installation.
Clients are given training on these upgrades via a quarterly user group session. This session is also used to garner feedback for desired changes or additions to the system.
tenders > company facts > support > documentation > staged deliverable
Question
On any project, is design documentation published to the client?
Answer
All design documentation will be submitted as a staged deliverable for sign-off.
tenders > company facts > support > EULA > full support
Question
Does Open eLMS provides full support for the Open eLMS LMS?
Answer
The senior account manager will provide full support on planning for system build, integration, launch and periodic reviews on success and impact
tenders > company facts > support > EULA > overview
Question
What system uptime performance commitments are in place?
Answer
The standard EULA (containing SLAs) is available from the footer of the company’s website – www.openelms.com. The EULA specifies the following Terms and Conditions associated with the Open eLMS system and services. In summary, the EULA states:
Hosting provided in the UK by Microsoft Azure
Backups (all files and database) are taken daily and by default a rolling schedule fo backups is adopted at daily, weekly, monthly, 3 monthly, and 6 monthly intervals. This can be adjusted to suit client requirements.
Acceptance testing agreed no later than 30 days from installation
Support from 0800 to 1800
If notification of a defect that substantially impairs the client’s operations, work will start within 4 hours of notification
If a correction cannot be found within 24 hours, then a work around will be suggested
The expected uptime for the Open eLMS service is 99.9% of the time
Intellectual property rights are protected for both parties
Data protection is assured
New releases will not affect the performance of Open eLMS – they can be switched on/off in consultation with the client
All software will be tested for viruses
Liability is limited to the total subscription fees paid by The client to the Supplier in the 12 months preceding the date of the incident giving rise to the claim or series of claims.
tenders > company facts > support > EULA > resolution v’s severity
Question
What are the resolution targets for Open eLMS Support at each severity level?
Answer
Critical – 2 working hours
Major – 4 working hours
Minor – 2 working days
Trivial – 4 working weeks
These response times are for issues reporting within support hours 0800 to 1800 GMT from Monday to Friday (24/7 support can be purchased, but is not provided as part of this tender response).
tenders > company facts > support > EULA > response time
Question
What target response and resolution times can clients expect?
Answer
Clients are usually responded to within the hour – regardless of severity – but Open eLMS attest to the following response scheme within its End User Licence Agreement (EULA), which is well within the client’s requirements. This is documented both on the company’s website (a link in the footer) and as part of its standard End User Licence Agreement.
tenders > company facts > support > EULA > response v’s severity
Question
What are the response times for Open eLMS Support at each severity level?
Answer
Critical – 1 working hour
Major – 1 working hour
Minor – 2 working hours
Trivial – 1 working day
These response times are for issues reporting within support hours 0800 to 1800 GMT from Monday to Friday (24/7 support can be purchased, but is not provided as part of this tender response).
tenders > company facts > support > EULA > service availability
Question
What system availability does Open eLMS attest to?
Answer
Open eLMS complies with 99.9% availability as stated on the company’s EULA which contains details on service levels.
tenders > company facts > support > EULA > service availability metrics
Question
Are metrics on service availability published?
Answer
Open eLMS publishes it’s uptime linked from the company website at https://stats.uptimerobot.com/1Yyw6S62kZ.
tenders > company facts > support > EULA > termination
Question
What procedures are followed on the termination of a contract?
Answer
When a client terminates a contract, all data is erased within 3 months of leaving the service (or this period can be shortened to 1 month or extended to 3 years if required).
Audit logs (retained in each instance database), with details such as login ID, IP, role, login type and Date/Time stamp are similarly kept for the lifetime of the client’s installation (they are not deleted until the termination of the contract.)
Should Open eLMS go out of business all data will be made available upon request and served to the client in a machine readable format (this includes exports and access to the database backup.)
This is covered in the company’s End User Licence agreement.
tenders > company facts > support > help > formal training
Question
What formal training is available?
Answer
Open eLMS will deliver training via webinar (maximum attendance 100 people) on the use of the system. This usually can be managed in three sessions:
2 hours for management personnel (line manager data management operations)
2 hours for administrators (system setup and routine maintenance)
2 hours for learning content developers (curriculum development, learning pathways and elearning development)
N.B. No training for learners is necessary, although help is available via a walkthrough video by pressing the help button (a common feature available to all roles).
Your account manager will schedule just in time training events with each client as the Open eLMS system is implemented; this insures that all client can make full use of the system from launch. Such activity will comprise of over 2 hours of additional training. The account manager will have at least 5 years of experience in using the system, there is nothing about the system he does not know. Feel free to contact him at any time.
eLearning Resources
your organisation has access to free elearning on using the Open eLMS system which can be used to refresh skills and evidence competence prior to launch (e.g https://openelms.com/portfolio/open-elms-creator-session-1-understanding-what-makes-great-e-learning/.
tenders > company facts > support > help > global helpdesk
Question
Does Open eLMS offer 24/7 system availability?
Answer
A 24 hour – 365 day, out of hours helpdesk providing 1st and 2nd line support is offered via our global technology partners. Contact Open eLMS for further details on options available.
tenders > company facts > support > help > helpdesk monitoring
Question
How does Open eLMS monitor the performance of its service?
Answer
Reactive service levels are monitored (server time via Uptime Robot) and response times via (Jira incident reporting); these systems will be made available to the client. Should either of these fall outside the agreed levels of service as specified within the company’s EULA then a reduction in monthly pro rata invoice will be made.
An additional proactive service level monitoring shall also include a measure of Open eLMS’s effectiveness at meeting targets on its development roadmap – added to every 6 months with each version release.
tenders > company facts > support > help > helpdesk notifications
Question
What online helpdesk support system is available?
Answer
Assistance is available through the Jira/Ops Genie help desk reporting system. This system notifies the project team at Open eLMS immediately; any issues are escalated to internal Open eLMS staff and progress can be monitored via the client’s support dashboard to resolution
tenders > company facts > support > help > lines of support
Question
What support management processes are in place?
Answer
1st Line Support
Open eLMS will provide full training and resources to provide assistance with first line support including an AI powered knowledgebase Should the support not be able to get a resolution then the issue is escalated to the second line support to Open eLMS.
2nd Line Support
Second line support can come through the assigned account manager or wider support team in any of the support channels of communication (direct meetings, website, email, phone etc.) All forms of communication are logged. At this stage any solution not within the company’s internal knowledgebase are added.
3rd Line Support
If the request cannot be met then a formal change request is raised on Jira – this has now been escalated to the third line support where programming implementation can take place..
tenders > company facts > support > help > online resources
Question
What help resources are available?
Answer
Embedded Help:
Training materials (online help videos) and elearning are available to all user types (including general system users) from within Open eLMS by clicking on the Help icon. Note the system can be configured to include custom help videos for your organisation (there are over 250 configuration options with Open eLMS!).
Online Resources:
Help videos are also available via the company’s website (e.g. see https://www.e-learningwmb.com/page/support-business).
Help Desk & Knowledgebase
There is a knowledge base which is available to registered users. This allows clients to search for first line support scripts, instruction, and monitor support tickets (and give feedback on raised tickets). The knowledgebase can be accessed here.
tenders > company facts > support > help > SLAs
Question
Does Open eLMS provide trigger points and percentage payment penalties if targets are not met for its helpdesk service?
Answer
Open eLMS provides help desk support available during defined core hours. Core hours are defined as Monday to Friday (excluding Public Holidays) from 08:00 to 18:00 (24/7 support can be purchased for an additional fee). Open eLMS SLAs (as outlined in the EULA documentation) specify availability at 99.9%. Availability is assured by back up by colocation hosting at 150 miles apart (ensures the continuation of service should a disaster happen at one location) and the use of Uptime Robot and Azure monitoring procedures to alert key members of staff (phone, email, app alert) in case of any outage so systems can be restarted.
Open eLMS are happy to negotiate on trigger points and percentage payment penalties if targets not met and are open to your organisation’s suggestions to this end. Options may include:
1) a pro rata rate of 0.1% downtime outside SLA acceptability equates to a 5% annual refund (and a further 5% for each 0.1% excess thereafter).
2) a first time to respond rate 25% in excess of the time specified in the SLA will equates to a 5% annual refund (and a further 5% for each 25% excess thereafter).
3) a resolution rate 25% in excess of the time specified in the SLA will equate to a 5% annual refund (and a further 5% for each 25% excess thereafter).
Any refunds will be limited to 25% of the total service fee.
tenders > company facts > support > help > support channels
Question
What support channels exist for reporting issues?
Answer
Support channels include:
A named account manager (email and direct telephone line)
The company website’s reporting system – https://emil-reisser-weston.atlassian.net/servicedesk/customer/portal/2/group/-1
Jira Helpdesk online system
Telephone (Main switchboard): +44 (0)203 929 2051
Live Customer Support Channel: https://zoom.us/j/4989825429
Any request raises a ticket on the Jira support desk, this system will update the client on the progress on the issue from reporting, to escalation, to resolution and closure. Updates can be obtained by logging into the support system and by receiving email alerts.
Further details including self-service support materials can be found at
https://openelms.com/support/support-hours/
tenders > company facts > support > help > tester training
Question
Does Open eLMS provide suitable training for nominated testers?
Answer
Open eLMS will deliver training to all testers needed for the beta stage of testing prior to commencement of this secondary stage of testing.
In addition the client is left with additional resources including:
Free online elearning on using the Open eLMS system which can be used to refresh skills and evidence competence prior to launch.
Walkthrough videos available on the company’s website (https://openelms.com/support/), embedded into system emails or available via the help button in the system.
Knowledgebase available online – https://emil-reisser-weston.atlassian.net/servicedesk/customer/portal/2
This help will be sufficient for this beta testing phase, however the account manager will be on hand to answer any questions.
tenders > company facts > support > help > times
Question
What are the standard support operating times?
Answer
Standard support is UK based and available from 0800 to 1800 GMT from Monday to Friday via telephone, email and internet chat.
tenders > company facts > support > ISO 20000 > certified helpdesk
Question
Is the support service certified?
Answer
The help desk support is ISO 20000 certified.
tenders > company facts > support > ISO 20000 > process reviews
Question
How often in the service Management process reviewed?
Answer
The Service Level Management process is reviewed every 6 months internally within Open eLMS and reported on accordingly.
This process reviews all products and services under the Open eLMS brand utilising the following relevant benchmarks and metrics.
Open eLMS hosting:
99.9% uptime on a monthly basis
Uptime Robot. Any downtimes are logged on the Incident Log and tabulated
Customer satisfaction:
4 out of 5 star average feedback
Recorded via email survey from Jira Service Management system. Reviewed 6 monthly
SLA Success rate for Time to first response:
80% plus
Metrics from Jira Service Management reporting system. Reviewed 6 monthly
SLA Success rate for Time to resolution:
80% plus
Metrics from Jira Service Management reporting system. Reviewed 6 monthly
Automated testing:
100% pass in a 24 hour period
Daily test results from TestProject automated testing system.
tenders > company facts > support > issues > issue resolution
Question
What is the process for dealing with closed support Issues?
Answer
Once an issue is closed the client is informed as soon as the fix has been applied to the the client site. The client will also get notification by the account manager and an automated email from the Jira system (if selecting to monitor it directly via Jira.)
tenders > company facts > support > issues > Jira reporting
Question
How is exception reporting of support issues dealt with?
Answer
Any issue reported to the account manager or the support team, if not rectified by second line support, is reported into the Jira system and dealt with as a new issue.
There are a number of different types of issue:
A bug or error needs rectification
An integration issue – such as assistance with SSO or the Open eLMS API
Data importing – e.g. merging data from existing sources
Suggested general system improvements
Suggested customisation benefiting mainly the client
Issues in this last category would be reported by the Account Manager to the Open eLMS Product Manager as an exception to see if the company considers this a system improvement which would be a good idea on the product roadmap. If the suggestion is an exception to this then this issue would go into an exception report for the client with an associated cost attached to it. This report would need to be signed off by relevant parties as the client before work on this issue can proceed. In practice this usually equates to a confirmation email.
tenders > company facts > support > issues > known errors
Question
How are requests for improvement dealt with?
Answer
There are areas where the need for system improvement has been identified, this makes up the roadmap for the next quarter’s development and exist as CAR (Compliance Acceptance Report) Forms within the company’s ISO 9001 quality system based on Jira. CAR forms include:
Enhancements to Open eLMS Classroom
Update of Open eLMS elearning app
Learning assignment based on a query builder (e.g. start a Learning Programme if Learning Resource/Course/Lesson etc. is complete)
Customisable button sets for Open eLMS Creator
Create proprietary bulletin board (v’s implementing third parties)
These issues have since all been implemented as part of the Open eLMS ISO 9001 certified continuous improvement programme.
tenders > company facts > support > issues > reporting
Question
How does Open eLMS Ltd report on its support process and conduct trend analysis?
Answer
Jira provides a dashboard containing key information on the performance of issue resolution. A variety of reports – including trend analysis – is available via extending the Jira system via JQL queries if required.
Open eLMS will work with the client to set up their reporting dashboard in a way that examines the most important metrics and trends to the client.
tenders > company facts > support > notifications > outages
Question
How are clients informed of outages?
Answer
clients are kept up to date on system performance and are alerted of any planned outages ahead of time. An exception to this is planned server restarts outside of office hours which last no more than 5 minutes. These are necessary in order to install services and patches and would not offer any value to the client. Such incidents are logged however and a record of all such incidents including downtime can be sent to the client upon request.
tenders > company facts > support > service levels > levels summary
Question
If the client is using a 4 tier service level structure how are these defined: L1 to L4?
Answer
L1
Service desk – with webchat support. If no resolution then Issues are set up on Jira available via multiple channels (email, phone, Jira helpdesk interface).
Provided by: client or Open eLMS L1 Global Support Partner
L2
Checks issues such as connectivity, passwords etc.. L2 are trained operatives who can offer support via Knowledgebase articles and will add additional comments via the Jira system.
Provided by: Open eLMS Support
L3
Replicates client issues on the sandpit or test environment if possible.
Should the issue be configuration-based, L3 staff have permission to change client settings to fix issue.
Provided by: Open eLMS Support
L4
Should the fix necessitate a coding fix or hardware failure, then the issue is escalated to the core programming team. Offering L4 support at this level ensures swift responses are made and any hotfixes are escalated to the release process where needed.
Provided by: Open eLMS Program Team
tenders > company facts > support > standard support > staffing
Question
How many support staff does Open eLMS have for each account?
Answer
An account manager and 5 members of staff are on hand to assist with any support query. It is important to note that support is supplied via the same office that produces Open eLMS, so in depth knowledge of the product is always close at hand.
tenders > company facts > support > testing > beta testing
Question
What is Open eLMS’ client Beta Testing process?
Answer
Should a client wish to run Beta site testing, this takes place after system training and is more free form as testers will now be familiar and more confident using the system. Testers are given the a testing script to check off against and escalate any issues which arise.
tenders > company facts > support > testing > escalate issues
Question
What escalation and resolution processes are there in place?
Answer
During testing, any issues can be escalated via the Jira/Ops Genie help desk reporting system. This system notifies the project team at Open eLMS immediately upon any issues; such issues are escalated to internal Open eLMS staff and progress can be monitored via the client’s support dashboard to resolution.
Access to this system is available to all clients via https://emil-reisser-weston.atlassian.net/servicedesk/customer/portal/2/group/-1 – you will need to register prior to using the system (this is freely available to all the client testers of the system).
tenders > company > support > upgrades > decision making
Question
What is the decision making process for making system changes?
Answer
Clients are informed of each release by the account manager and a user group session is held for each release to inform clients of the new features and how to turn them on. Information is also held on the website .
The account manager will in addition take each client through the latest updates to ensure that they are aware of what they do and can switch them on for the client if needed.
tenders > company facts > data security > external parties > access controls
Question
Can Open eLMS provide learning to external parties without compromising internal security?
Answer
Open eLMS is password protected (indirectly through Single Sign-On or directly via passwords) and users have roles with appropriate data permissions.
Roles are set up by default with expected permissions and interfaces appropriate for each role.
These roles are all editable, with nearly 500 different options available to customise each role. All functionality can have their Menu, View, Add, Edit, and Enable permissions switched on/off according to needs.
Any user can be assigned more than one role and can have interface changes applied to each role. Data access can be strictly controlled via company or managerial responsibility.
Roles and permissions will be set up in advance of rollout by your account manager in accordance with your organisation’s wishes.
tenders > Open eLMS > support > administrative effort > low maintenance
Question
Is the Open eLMS LXP easy to maintain with automated updates, business rules, and workflow features?
Answer
Administrative upkeep is extremely low maintenance with Open eLMS. Firstly – there is no need to undertake downloads or manual installation processes to update the system. All updates are automated, as they come on line your organisation can decide whether to activate them or not; this process will be greatly assisted by your account manager.
Business rules and workflow features mean the system can be set up to run so that all tasks are automated. This includes:
Queries:
The use of queries which assign learning to imported learners dependent upon their needs, including:
Job
Location
Skills
Previous learning
Group
Department
As the learner proceeds through their learning, programmes, and learning pathways will deliver more learning as it is needed.
Enrollment:
Learning can be set up as enrollable – which means that the learner themselves can decide on what they wish to undertake. Certain enrollable learning can be visible/hidden from learner groups etc dependent upon the business needs and management sign-off on enrollment can be enforced if required.
Automated Reports:
Similar to automated emails, automated reports can be set up to run periodically and be sent to appropriate personnel.
A combination of the features described above (i.e. automated updates, business rules, and workflow features) ensures that administrative upkeep is extremely low maintenance.
tenders > Open eLMS > support > help > additional training
Question
How much do additional refresher courses cost?
Answer
Refresher courses can be provided at £200 per 2 hour session. Note that the client will have an account manager on hand to provide advice and assistance when needed through regular meetings or the usual support channels.
tenders > Open eLMS > support > help > administrator
Question
What does the Open eLMS Administration training session consist of?
Answer
Adding users
Adding programmes
Checking managers
Manage bookings
Sign off training
Learning resources
Reporting
System setup
Training will be over Teams or Zoom dependent upon the client’s preference.
tenders > Open eLMS > support > help > confluence page
Question
Can an organization edit their own help resources?
Answer
Open eLMS can set up a confluence page which will contain the client’s FAQs with references to help pages in the company’s knowledgebase.
tenders > Open eLMS > support > help > context sensitive
Question
Does Open eLMS contain context sensitive help?
Answer
Context sensitive help is available on any screen for each role. Help consists of walkthrough videos and text.
tenders > Open eLMS > support > help > curriculum developer
Question
What does the Open eLMS Curriculum Developer training session consist of?
Answer
Add learning resources
Create elearning
Create microlearning
Add videos
Add lessons
Schedule events for others
Assign Supervision
Learning Defaults
Feedback
Training will be over Teams or Zoom dependent upon the client’s preference.
tenders > Open eLMS > support > help > delivery mechanism
Question
Is training restricted to a physical location?
Answer
Training will be over Teams or Zoom dependent upon the client’s preference. Should on-site training be required then this can be delivered but is not part of the included training with the quotation for this tender.
tenders > Open eLMS > support > help > help button
Question
Where is there help functionality in Open eLMS?
Answer
Open eLMS has interactive help throughout the system, click on the help button anywhere and the user gets video/audio assistance in understanding the system.
tenders > Open eLMS > support > help > manager
Question
What does the Open eLMS management training session consist of?
Answer
Setting up training events (lessons, classrooms, webinars)
Reviewing training records
Dealing with quality assurance feedback/inspections
Dealing with risk assessments/audits
Signing off training
Approve and manage bookings
Learning resources
Reporting
Training will be over Teams or Zoom dependent upon the client’s preference.
tenders > Open eLMS > support > help > online materials
Question
Does Open eLMS include extensive documentation?
Answer
Embedded Help:
Training materials (online help videos) and elearning are available to all user types (including general system users) from within Open eLMS by clicking on the Help icon (e.g. https://youtu.be/M4ud0ZAPlTo). Note the system can be configured to include custom help videos for your organisation (there are over 250 configuration options with Open eLMS!).
Help Desk & Knowledgebase :
There is a knowledge base which is available to registered users. This allows clients to search for first line support scripts, instruction, and monitor support tickets (and give feedback on raised tickets). The knowledgebase can be accessed here.
tenders > Open eLMS > support > help > support materials
Question
What support materials (guidance documents and resources) are available for Open eLMS?
Answer
Open eLMS has a wealth of support materials available. There is a knowledge base (https://www.e-learningwmb.com/page/knowledgebase) which allows clients to self-serve to resolve any issues with the system. The documents are categorised by:
* Administrator
* Manager
* Curriculum Developer
* Reporting and Exporting
* Learner Interface Customisation
Further instruction information is provided through a series of walkthrough help videos which explain all functionality in the Open eLMS system. These videos can be found on the support section of the company’s website (https://www.e-learningwmb.com/support/).
Additional assistance is available through the Jira/Ops Genie help desk reporting system. This system notifies the project team at Open eLMS immediately upon any issues; such issues are escalated to internal Open eLMS staff and progress can be monitored via the client’s support dashboard to resolution. Issues can also be created by sending an email to the support@elearnigwmb.com email address.
tenders > Open eLMS > support > help > trainer
Question
What accreditation do Open eLMS trainers have?
Answer
The training will be carried out by Open eLMS’s senior account manager and director of the company: Andrew Howie, who has a Masters in Lifelong Learning. Andy has nearly 20 years experience in delivering corporate training and creating training programmes for some of the largest organisations in the UK.
tenders > Open eLMS > support > help > user guides
Question
Is Open eLMS accompanied by user guides created to support the system?
Answer
Video user guides are available via the company’s website (e.g. see ‘https://openelms.com/support/open-elms-walkthroughs/’).
tenders > Open eLMS > support > incident handling > ISO 20000
Question
Does Open eLMS have appropriate incident handling arrangements to manage data breaches and reporting requirements under GDPR, i.e. within 72 Hours?
Answer
Incident management arrangements are in place and audited as part of Open eLMS’s Service Management processes under ISO 20000 certification. Any suspected data breach is escalated to the Data Controller within Open eLMS, the Data Controller decides whether the incident is reportable to the ICO and notifiable to the client. The process is added to a log within the asset register and audited annually as part of standards certification.
tenders > Open eLMS > support > support staff > location and checks
Question
Is Open eLMS support and maintenance provided by UK-based maintenance staff, who have appropriate security clearance to a minimum of BPSS?
Answer
All support and maintenance staff are UK based and will have be BPSS checked.
tenders > Open eLMS > support > testing > alpha testing
Question
What is Open eLMS’ Alpha Testing process?
Answer
A highly structured testing plan (available on demand) is adjusted in line with any client’s priorities. This testing requires no training as the user is led through each stage of the system step by step.
This is linked to from the the client demo site at https://lms.e-learningwmb.co.uk/CLIENTDOMAIN/login which the client are welcome to access at any time.
tenders > Open eLMS > support > testing > regular testing
Question
Does Open eLMS undergo regular testing for bugs and is each customer updated on progress?
Answer
The system is tested at the end of every SCRUM development cycle (3 weeks) and prior to every major release. The major release is rolled out in stages, initially as an elected beta release and then applied to existing installations as full release. This process takes from 2 to 4 weeks to be applied to all clients.
Open eLMS uses test scripts and internal testing teams to review the Open eLMS system and all interdependencies prior to release.
All customers are added to the support system which is embedded into the Jira Service desk which allows clients to follow the progress on any reported bug to completion.
tenders > Open eLMS > support > testing > service reviews
Question
What measures are in place to conduct service reviews of the system?
Answer
Contact between the client and the Open eLMS is initially weekly (stretching to monthly on the agreement of both parties.) Service reviews are usually done annually, but this can be revised to quarterly and built into the regular account management meeting schedule.
tenders > Open eLMS > support > training > informal and formal
Question
What training is provided on a typical enterprise level implementation of Open eLMS?
Answer
Formal Training:
Open eLMS will deliver training to via webinar (maximum attendance 100 people) on the use of the system. This usually can be managed in three sessions:
2 hours for management personnel (line manager data management operations)
2 hours for administrators (system setup and routine maintenance)
2 hours for learning content developers (curriculum development, learning pathways and elearning development)
Training will be over Teams or Zoom dependent upon the client’s preference.
N.B. No training for learners is necessary, although help is available via a walkthrough video by pressing the help button (a common feature available to all roles).
Informal Training:
Weekly project meetings exist where the account manager can be questioned for advice on how to carry out key tasks. These are usually explained using a shared screen presentation. The account manager is also on hand at any time during business hours to offer just in time training and advice.
Training Content:
Areas to be covered in each training session
The three sessions will be based around each role, note there will be a small amount overlap between the roles: management training, administration training, curriculum development training.