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Getting Support

Need help with SkillShop? This guide explains how to get the assistance you need quickly and effectively. We offer multiple support channels to ensure you can continue learning without interruption.

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Support Channels

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🤖 AI Tutor Support (Available 24/7)

Your first and fastest option for help:

What the AI Tutor Can Help With

  • Platform Navigation: “How do I bookmark content?” “Where do I find my progress?”
  • Feature Explanation: “How do learning paths work?” “What are the different assessment types?”
  • Learning Strategy: “What should I study next?” “How can I improve my performance?”
  • Quick Troubleshooting: “Why isn’t my video playing?” “How do I reset my password?”
  • Educational Content: Questions about subjects, concepts, and learning materials
How to Access AI Tutor Support:
1

From Learning Client

Click the 🤖 AI Tutor button in the top navigation
2

From SkillShop Client

Access through “AI Tools” → “Live Tutor”
3

Standalone Access

Visit the Live Tutor directly
4

Ask for Help

“Can you help me understand how to use SkillShop?”
The AI Tutor has access to the complete SkillShop documentation and can provide instant answers to most platform questions. Try asking it first for the fastest response!

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📧 Administrator Support

Your institution’s SkillShop administrator:

Contact Your Administrator For

  • Account Issues: Login problems, password resets, account activation
  • Access Permissions: Course enrollment, content access, feature availability
  • Technical Problems: Persistent bugs, system errors, performance issues
  • Policy Questions: Usage guidelines, data privacy, institutional policies
  • Feature Requests: Suggestions for new functionality or improvements
Finding Your Administrator:
  • Check your institution’s internal directory
  • Look for contact information in welcome emails
  • Ask your instructor for SkillShop administrator contact details
  • Check institutional learning technology support pages

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👨‍🏫 Instructor Support

Your teachers and professors:

Contact Your Instructor For

  • Content Questions: Specific learning materials, assignment requirements
  • Learning Guidance: Study strategies, learning plan adjustments
  • Assessment Issues: Quiz problems, grading questions, deadline extensions
  • Progress Concerns: Grade clarifications, completion requirements
  • Course-Specific Help: Subject matter assistance, project guidance

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🏢 Institutional IT Support

Your school or organization’s IT department:

Contact IT Support For

  • Network Issues: Internet connectivity, firewall problems
  • Device Problems: Computer configuration, browser issues
  • Authentication: SSO problems, institutional login issues
  • Security Concerns: Account compromise, suspicious activity
  • Installation Help: Software requirements, browser setup

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Self-Help Resources

Before contacting support, try these quick self-help options:

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📖 Documentation Library

This comprehensive user guide includes:

Quick Start Guide

Get up and running quickly

Application Guides

Detailed instructions for each SkillShop app

FAQ Section

Answers to the most common questions

Troubleshooting Guide

Step-by-step problem resolution

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🔍 In-App Help Features

SkillShop includes built-in help throughout the interface:
  • Help Icons (?): Hover or click for context-sensitive help
  • Tooltips: Brief explanations appear when you hover over interface elements
  • Guided Tours: First-time user walkthroughs for new features
  • Search Help: Built-in help articles accessible through search

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🎥 Video Tutorials

Visual learners can access:
  • Feature Overviews: How to use major SkillShop functions
  • Workflow Demonstrations: Complete processes from start to finish
  • Tips & Tricks: Advanced techniques for power users
  • Troubleshooting Videos: Visual solutions to common problems
Video availability depends on your institution’s configuration

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How to Report Issues Effectively

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Before You Contact Support

1

Try Troubleshooting

Try the troubleshooting steps in our common issues guide
2

Check with Others

Check if others are experiencing the problem by asking classmates or colleagues
3

Test Alternatives

Test with different browsers or devices to isolate the issue
4

Document the Problem

Document the problem with screenshots or screen recordings if possible

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Information to Include in Support Requests

Help support resolve your issue quickly by providing:
  • Your name and contact information
  • Institution or organization name
  • Course or program you’re enrolled in
  • Your role (student, instructor, administrator)
Screenshot Tip: Screenshots are extremely helpful for diagnosing visual problems. Use your device’s built-in screenshot tools:
  • Windows: Windows key + Shift + S
  • Mac: Command + Shift + 4
  • Mobile: Volume down + power button (varies by device)

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Support Response Times

Typical response times vary by support channel and issue severity:

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Priority Levels

  • System-wide outages affecting all users
  • Data loss or corruption
  • Security breaches or account compromise
  • Complete inability to access required coursework near deadlines
  • Feature completely non-functional for individual users
  • Login problems preventing course access
  • Assessment submission failures
  • Grade book or progress tracking errors
  • Individual feature malfunctions with workarounds available
  • Performance issues that don’t prevent core functionality
  • Content display problems
  • Request for training or additional documentation
  • Feature requests and suggestions
  • Cosmetic interface issues
  • General how-to questions covered in documentation
  • Enhancement suggestions

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Factors Affecting Response Time

  • Time of submission: Issues reported during business hours get faster responses
  • Complexity: Complex technical problems may require investigation time
  • Escalation needs: Some issues may need to be escalated to developers
  • Support staff availability: Response times may be longer during peak periods (start of semester, finals)

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Emergency Support

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Academic Emergency Situations

If technical problems threaten academic deadlines:
1

Document Immediately

Document the issue immediately with screenshots and error messages
2

Contact Instructor

Contact your instructor about the technical problem and potential deadline impact
3

Try Alternatives

Try alternative methods (different browser, device, or location)
4

Submit What You Can

Submit what you can via alternative means (email, printed copy, etc.)
5

Follow Up

Follow up with both technical support and your instructor

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Critical System Issues

For widespread system problems:
1

Check Status

Check system status page (if available)
2

Basic Troubleshooting

Try basic troubleshooting (different browser, clear cache)
3

Multiple Channels

Contact multiple support channels simultaneously for urgent situations
4

Use Offline Alternatives

Use offline alternatives while waiting for resolution
5

Document Impact

Document impact on your learning or work

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After-Hours Support

When you need help outside business hours:
  • AI Tutor: Available 24/7 for immediate assistance
  • Documentation: Complete guides available anytime
  • Peer Support: Ask classmates or colleagues for help
  • Alternative Tools: Use offline resources or alternative applications temporarily

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Feedback and Suggestions

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Improving SkillShop

Your feedback helps make SkillShop better for everyone:
  • What new features would enhance your learning experience?
  • How could existing features be improved?
  • What integrations with other tools would be helpful?

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How to Provide Feedback

  • AI Tutor: Share suggestions during tutoring sessions
  • In-App Feedback: Look for feedback buttons or forms within SkillShop
  • Instructor Communication: Discuss suggestions with your teachers
  • Administrator Contact: Send formal suggestions to your SkillShop administrator
  • User Surveys: Participate when invited to provide detailed feedback

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Contact Information Template

Use this template when contacting support: 
Subject: [Brief description of issue] - [Your name]

Basic Information:
- Name: [Your full name]
- Email: [Your contact email]
- Institution: [School/organization name]
- Role: [Student/Instructor/Administrator]
- Course/Program: [If applicable]

Problem Description:
[Clear description of what's wrong and what you expected]

Technical Information:
- Operating System: [Windows/Mac/iOS/Android version]
- Browser: [Chrome/Firefox/Safari version]
- Device: [Desktop/laptop/tablet/phone]
- Internet: [WiFi/wired/mobile, approximate speed]

Steps to Reproduce:
1. [First step]
2. [Second step]
3. [When problem occurs]

Error Messages:
[Exact text or screenshot of any error messages]

What I've Already Tried:
[List troubleshooting steps you've attempted]

Urgency:
[Is this blocking urgent coursework? Any relevant deadlines?]

Additional Information:
[Any other relevant details]
Remember: The SkillShop community is here to support your learning success. Don’t hesitate to reach out when you need help - we’re all working together to create the best possible educational experience!