Articulate Support Policy

Read 7 Ways We Support Your Success in the Word of Mouth Blog.

Articulate prides itself on providing award-winning support. We will use commercially reasonable efforts to support technical issues related to product installation and product functionality.


This guide outlines what you can expect from a support standpoint, as well as how you can obtain support from Articulate and from our community of users.

Contents


What Articulate Supports

Articulate provides complimentary 24x7 email support, included with product purchase, for the majority of issues (see below). We also offer per-incident, for-fee phone support. We support the current and previous major releases of our desktop products for all trial and paid customers. We support trial and current paid customers of Articulate Online and Articulate Knowledge Portal (with accounts in good standing).


The types of issues we support include, but are not limited to, the following:


  • Product installation
  • Product activation
  • Standard product usage, including:
  • All features promoted on our Web site
  • All features outlined in our help documentation
  • Technical issues or difficulties that arise from standard product usage
  • Issues that lead to unexpected results different than those advertised

Currently, we support the following products:


  • Presenter 5.x and Presenter 4.x
  • Quizmaker 2.x and Quizmaker 1.x
  • Engage
  • Articulate Online
  • Articulate Knowledge Portal
  • Rapid E-Learning PowerPoint Template Kit


How Articulate Supports You

Support from Articulate is available via the following channels:



Visit Articulate Support Offerings to learn more about all our offerings.


What Articulate Does Not Support

Visit the Community Forums for assistance with any of the following topics, which are not supported directly by Articulate Customer Support:


  • Modification of any published output created by Articulate products
  • Course or instructional design
  • Custom HTML modification or integration with other Web content
  • Custom LMS integration
  • Player SDK support
  • Modification/reverse engineering of player files
  • ActionScript support for inserted Flash Movies
  • Custom .SWF or .FLV development or modification
  • Modification of Articulate player runtimes
  • Third-party products, including, but not limited to, the following:
  • Learning Management Systems (LMS)
  • Learning Content Management Systems (LCMS)
  • Any software product from another vendor
  • Any third-party product we might recommend on Articulate-hosted blogs
  • Any third-party product mentioned by Articulate staff or customers in the Community Forums


Other Resources

Custom product training is available for Web-based or in-person assistance with using Articulate software.


The user-to-user Articulate Community Forums are a great resource for help, and assistance is available 24x7 from customers around the globe.


Check the Articulate Calendar for Community Live Web Chats where you can join Articulate staff and community members for a live web chat on topics including troubleshooting support issues.


Visit the Articulate Word of Mouth Blog for useful tips on using Articulate products as well as e-learning industry updates.


Visit The Rapid eLearning Blog for practical, real-world tips for e-learning success.


Questions?

Please direct any questions or concerns about this policy to Gabe Anderson, Director of Customer Support.


Articulate reserves the right to modify this policy at any time without notification.