LMS Help Desk & Support — What's Included
Most LMS vendors treat support as an add-on. We built it into the price from day one.
If you've dealt with a learning management system before, you probably know the frustration: you have a question, you submit a ticket, and you wait two days for a reply that doesn't quite answer what you asked. Meanwhile, a training session is delayed, and your employees are sitting idle.
That's not how EdTek works. Here's exactly what's included when you become an EdTek customer — no tiers, no upgrades, no surprises.
LMS HELP DESK SUPPORT
Your employees will have questions. Passwords will be forgotten. (A lot of passwords. More than you'd think.) Courses won't load on someone's laptop. Someone will click the wrong button and panic.
Our LMS help desk handles all of it — directly, promptly, and without routing your users through an automated maze first. When someone contacts us, they reach a real person who knows your LMS and can solve the problem.
What gets handled through the help desk:
- Password resets and login issues
- Course access and enrollment questions
- Navigation and technical troubleshooting
- Issues with course completion tracking
- Any day-to-day question your learners or instructors run into
The result: fewer problems land back on your desk, and your employees stay on track.
LMS ADMINISTRATOR SUPPORT
You're probably not a full-time LMS administrator. That's fine — most of our customers aren't. You're an HR manager, a training coordinator, an operations director, or an executive director running a nonprofit. The LMS is one part of a job that has fifteen other moving pieces.
That's why every EdTek customer gets a dedicated Client Service Consultant — your back-up admin, Monday through Friday.
Their job is to help you run your eLearning program. That means:
- Training you (and your team) on how to use the LMS administration tools
- Answering questions about your setup, your reports, your course catalog
- Proactively checking in on what you need this week, next month, and six months from now
- Serving as your single point of contact for anything EdTek-related
You won't get bounced between departments. You won't have to re-explain your situation to a new person every time you call. You have one person who knows your organization and your program.
FREE, UNLIMITED LMS TRAINING — FOR EVERYONE
This one surprises people, so we'll say it plainly: all training on the LMS is free. Always. For as many people as need it. For as long as you're a customer.
That includes:
- Administrator training — for whoever manages the system on your end
- Instructor training — for anyone who teaches or facilitates courses
- Subject matter expert (SME) training — for team members who help build or contribute to courses
Training happens in small groups or one-on-one, on a schedule that works for you. If you want to do an hour every Wednesday morning until your whole team is confident — you can. You're not trying to absorb everything in one overwhelming all-day session.
Most LMS vendors charge for this, or limit it to the first 30 days of onboarding. We don't, because we know that needs change. New people join. New features get added. New questions come up six months later that no one thought to ask at launch.
WHAT LMS SUPPORT ACTUALLY COSTS AT EDTEK
Everything described on this page — help desk support, administrator support, and unlimited training — is included in your standard EdTek package.
There is no premium support tier. There is no support add-on to purchase. There is no cap on training sessions or help desk contacts.
If you're comparing LMS vendors and trying to figure out the real total cost of ownership, this is worth understanding: a platform that charges $X per month but bills separately for support, training, and onboarding can cost significantly more than a platform that includes all of it.
We're happy to walk you through the comparison if that's useful.
WHO EDTEK'S LMS SUPPORT IS BUILT FOR
EdTek works with small and mid-size organizations across the U.S. and Canada — companies, government agencies, and nonprofits with anywhere from 100 to 6,000 employees or members.
These organizations usually don't have a dedicated IT department or a full-time LMS administrator. They need an LMS partner who fills that gap, not a platform they have to figure out alone.
If that sounds like your situation, you're exactly who we built this for.
CUSTOMER EXCELLENCE PLEDGE
Everyone knows that support in the learning system space as a whole is below average. Sure there are vendors who do an exceptional job, but the fact still remains that the number one reason people leave one learning system vendor for another is support and service.
The Customer Excellence Pledge developed by The Craig Weiss Group brings together a level of commitment from a learning system vendor or any other e-learning tool / solution / content provider around customer service and support.
