When something is not working as expected, you are not on your own. Our Product and Learner Support experts are here to help and the more we know up front, the faster we can get you back on track.
This article explains the fastest way to get help, where to submit a request, and what information helps us resolve your issue as quickly as possible.
The Fastest Way to Get Help: Live Chat
If you need help right away, live chat is the fastest option.
You can start a chat at any time by clicking the chat icon in the bottom‑right corner of the page in the Knowledge Guide. Live chat can help you answer questions, find relevant articles, and guide you to the right place.
We know that sometimes, your questions are a bit more complicated. Don't worry, we have you covered then, too!
Where to Submit a Support Request
Submit all support requests through our online form:
Using the form ensures your request is routed to the right team and tracked from start to finish. You will receive updates by email.
Who Will Help You
Your request is handled by the Product and Learner Support team.
This team supports learners, administrators, and technical contacts across Harvard Business Impact Enterprise products. They work closely with our product and technical specialists to investigate issues, answer questions, and guide you to a resolution.
Any question that might come up with your products can be answered by them and the teams they work with, so do not hesitate to reach out!
What to Include for Faster Resolution
When filling out the request form, aim to include as much detail as possible. The form will guide you through a set of dropdowns and fields to help capture the right information. Providing clear, complete details reduces back‑and‑forth and helps the team start investigating right away.
Helpful details often include:
- What you were trying to do and what happened instead
- Who is affected (you, specific learners, or an entire group)
- When the issue occurred and whether it is ongoing
- Product or program context, selected using the dropdowns in the form
- Exact error messages, if any
- Screenshots or files that show the issue (attachments are supported)
If you are not sure how to answer a field, do your best. The team will follow up if anything else is needed.
Turnaround Time and Expectations
Response and resolution times are guided by our Technical Service Level Agreement (SLA).
The SLA explains how requests are prioritized and how quickly you can expect a response based on the type and impact of the issue. You can review the full details here:
Technical Service Level Agreement (SLA)
Submitting a complete request and using live chat when appropriate are the best ways to keep things moving quickly.
We Are Here to Help
Whether you are a learner or an administrator, support is always available. If something is blocking your work or you have a question, reach out. Our experts are ready to help you every step of the way.