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What other support is available other than phone and email?
We have a Knowledgebase of frequently asked questions as well as a user support forum located at the Lectora Community Forum. In addition, we have an in-depth Support section located at lectora.com where you can download service packs, maintenance updates, and more. Please note that these are not replacements for Support, but are helpful resources should you need extra assistance.
How do I contact Lectora support?
Lectora offers telephone support at 866.852.6700 or you can email all support inquiries to Support@Trivantis.com.
What are the support hours?
We are available Monday – Friday, 7:00 AM – 7:00 PM EST for all Lectora Support issues and non-critical CourseMill LMS support.
How can I locate my serial number?
This information is located by going to the Help menu inside Lectora and selecting “About Lectora.” The serial number is located in the lower left corner of the box. It is also listed on the Lectora Serial number card that came with your disk.
What is your usual response time?
We will respond within at least 24 hours of your inquiry for all Lectora support issues and non-critical CourseMill LMS support issues. Any inquiries received after 5PM on Friday will be responded to on the next business day.
What happens if I contact Support after normal business hours?
All emails and phone messages received after normal business hours for Tier 1 level issues will be answered within the next business day.
What support do you offer for CourseMill Hosted clients who have mission-critical issues?
Tier 2 level issues are defined as calls related to mission critical software or network related questions that cannot be solved by customer technical staff. For all Tier 2 level issues, please contact Support at 877-852-6701 or 513-852-7900. A CourseMill Support technician will return the call within two hours, ascertain the issue, and work with the Tier 2 technicians to resolve the issue. The customer shall be kept apprised of the situation through resolution.
How do I purchase support?
Please contact your Lectora Sales Representative at 877.929.0188.