Support & Help
Help Assistant
The Open eLMS help assistant offers instant, automated support within the system. We recommend using this as your first point of contact for any queries.
The assistant opens in the bottom-right corner of this page. It answers questions about using Open eLMS as an administrator, 24 hours a day.
Knowledgebase
For in-depth guidance, visit our Knowledgebase—a comprehensive library covering our most frequently asked questions.
Need further assistance? Raise a support ticket via our incident management system to track your request through to resolution.
Existing clients can also use the portal to request system upgrades.
Service Level Agreements (SLAs)
Open eLMS guarantees 99.9% system availability. We categorise issues by severity to ensure response and resolution times align with operational impact:
Critical: System-wide outage. Response within 1 working hour; resolution within 2 working hours.
Major: Significant impact on core functionality. Response within 1 working hour; resolution within 4 working hours.
Minor: Feature malfunction without a workaround. Response within 2 working hours; resolution within 2 working days.
Trivial: Minor issues with available workarounds. Response within 1 working day; resolution within 4 working weeks.
These SLAs reflect our commitment to maintaining high service standards.
Development Roadmap
Our three-year roadmap focuses on continuous innovation and system optimisation to enhance your user experience:
2024 Developments:
System Administration & Backend: Focusing on performance, including faster eLearning publishing and CI/CD implementation. New features include simplified data management and streamlined migration tools.
Skills Management & Progress: Enhanced tracking with percentage-based progress, improved pathway views, and increased configurability.
Early 2025 Enhancements (Jan-Mar):
Open eLMS AI: Introducing multi-language prompts, refined voiceovers, interactive modules, and simplified interfaces for content sharing and Go1 publishing.
System Settings & Programmes: Expanded configuration for company-specific settings and improved manager workflows.
Learner Interface & Events: New scheduling conflict warnings, streamlined navigation, and accessibility enhancements.
Mid-to-Late 2025 Goals (Jul-Sep):
Collaborative Learning: Adding file attachments, printing capabilities, and discussion forums for individual lessons.
Management Interface: Greater flexibility in user configurations and expanded event permissions for managers.
API & Reporting: Enhanced API capabilities and advanced Power BI dashboards, including ILR reporting and carbon tracking.
2026 Objectives (Jan-Mar):
Library & Imports: Streamlined import workflows, advanced form controls, expanded SCORM functionality, and improved synchronization.
Forms & Usability: Broad usability enhancements, including refined form setup and permissions management.
AI & SSO: Advanced AI for SQL query generation, automated thumbnail creation, and OIDC integration for seamless Single Sign-On.
Late 2026 (Jul-Sep):
System-Wide AI: Implementation of support chatbots, expanded reporting, and advanced commercial AI features.
Qualifications & API: Refined credit tracking, broader API integrations, and optimised data protocols.
The current status of these developments is available on the live dashboard below.
Server Uptime
Open eLMS maintains 24/7/365 monitoring across all servers. We apply regular security patches and updates proactively to ensure maximum availability and system integrity.