Support

Walkthroughs

Integration

Tools

Help Assistant

The Open eLMS help assistant is integrated into Open eLMS to provide first line support.

Knowledgebase

If you want to know anything about Open eLMS then check out the Knowledgebase. This library of information will contain answers to most questions.

Still need help? Raise a support issue via our incident management system. You can also use this system to monitor progress on issues through to resolution.

Alternatively – if you are a client – you may wish to request a future upgrade to the system.

SLAs

Open eLMS ensures 99.9% system availability and categorises issues based on their severity with response times reflective of the severity of the issue:

Critical: The entire system is non-functioning, requiring a response within 1 working hour and resolution within 2 working hours.
Major: Significant impact with key components not working, necessitating a response within 1 working hour and resolution within 4 working hours.
Minor: An individual feature is not working without workarounds, needing a response within 2 working hours and resolution within 2 working days.
Trivial: Problems with possible workarounds, requiring a response within 1 working day and resolution within 4 working weeks.

These SLAs and priorities ensure that Open eLMS can effectively manage and resolve issues in a timely manner, maintaining high service standards.

Roadmap

The key developments planned over the next three years for the Open eLMS system focus on the following:

2024 Developments:

System Administration and Backend: Key focus on optimizing system performance, such as expediting eLearning publishing and implementing continuous integration/deployment (CI/CD). New options will enable easier data deletion and streamlined data migration across sites.
Skills Management and Progress View: Enhanced skills management with percentage tracking, improved progress views with added skills and pathway options, and added configurability in tracking features.

Early 2025 Enhancements (Jan-Mar):

Open eLMS AI: Introduction of foreign language prompts, voiceover functionality adjustments, interactive modules, and simpler interfaces for eLearning, data sharing, and publishing to Go1.
System Settings and Programmes: Expansion of configuration options, such as making company-specific settings easier to manage and improved manager assignments within programs.
Learner Interface and Events: New features include event warnings for scheduling conflicts, streamlined session navigation, and enhancements to user accessibility for smoother interface navigation.

Mid-to-Late 2025 Goals (Jul-Sep):

Discussion Forums: Adding file attachment, printing, and discussion forum functionality for individual lessons.
System and Manager Interface: Enhanced flexibility in interface options, including configurations specific to user types and additional event-related permissions for managers.
API and Reporting: Updates for more detailed API capabilities and improved Power BI dashboards for performance insights, including ILR details and carbon emission tracking.

2026 Objectives (Jan-Mar):

Learning Library and Import Features: Streamlined import processes, advanced control settings for form access, added SCORM functionality, and synchronization improvements for linked learning.
Forms and Usability: Expanded usability improvements, including better permissions management and refined form setup.
AI and SSO: Advanced AI functionality to generate SQL queries, Open eLMS thumb creation, and OpenID Connect (OIDC) integration for Single Sign-On.

Late 2026 (Jul-Sep):

System-Wide AI and Reporting: Developments include chatbots for support, additional reporting functionalities, and commercial features in AI.
Qualifications and API Enhancements: Final phase targets will refine credit tracking, broaden API integrations, and optimize data retrieval.

The status of developments is outlined on the Management Information dashboard below which represents a live view of development.

Server Uptime

Open eLMS operates a 24/7/365 standby maintenance service on all its servers to ensure continuous system uptime and timely updates of service patches and security measures. This ensures a high level of server availability at all times.