The Kallidus Support team is dedicated to assisting with any questions or issues you may encounter with Kallidus products. To ensure streamlined support, only qualified named contacts can request assistance through the Kallidus Help Centre. This article explains how to set up named contacts and outlines the support available.
In this article, we cover:
- Who can have access to the Help Centre
- What support is available
- How to get access set up
- Support available beyond the Help Centre
Who can have access to the Help Centre
Kallidus provides customer support services exclusively to named contacts who have completed the relevant administrator pathway(s) in The Academy.
More about the Administrator Pathway
All new Academy Users are automatically assigned learning pathways. These pathways will be displayed in the 'Courses I Have to Do' section of their Academy account. Completing these pathways equips named contacts with the foundation knowledge needed to manage Kallidus products effectively and access Help Centre support.
Administrator pathways relate to the Kallidus products your organisation has, for example:
- Learn - Get started: Learn followed by Become a pro: Learn
- Perform - Get started: Perform
What support is available
Support services are delivered via the Help Centre, where you found this article. They consist of an online ticketing tool, knowledgebase articles, forums, product news, and access to telephone and live chat.
For more information, read the article 'How we manage Support tickets'.
How to get access set up
Submit a support request, such as raising a support ticket, starting a live chat, or, in the UK, calling the Support Team*.
The following information is required about your colleague who needs to be set up for access:
- Full name
- Email address
- Contact telephone number
Access is usually set up on the same day, subject to the time your request has been received.
Confirmation will be sent to the requester when the actions are completed.
*To find out more about this and for support operating times, see the article How to contact the Customer Support team
Support available beyond the Help Centre
Beyond the Help Centre, named contacts can make use of the following:
- The Knowledgebase to search for quick answers and practical guidance in articles
- The Academy for deeper learning opportunities, including eLearning modules, videos, live events and more
A useful starting point is the Knowledgebase article 'How to Get the Right Learning at the Right Time'.
If an Academy User Account is required, you can request one through your Customer Experience Manager or the Kallidus Support Team.