If you experience issues while using AL-EEE and cannot resolve them using the “Frequently Asked Questions (FAQ)” article, you can contact the Support team via Live Chat.
This article provides guidelines for contacting Support so the team can investigate and assist you more efficiently.
When Should You Contact Support?
You are encouraged to contact the Support team if you experience issues related to:
- Login problems
- Accessing courses or classes
- Assessment submission failures
- System freezing or abnormal loading behavior
- Scores or Progress not updating
- Other technical issues within the system
When You Should Contact the Instructor Directly
Some cases may relate specifically to course details, such as:
- Questions about course content
- Requests for Assignment or Assessment deadline extensions
- Questions about scores or grading criteria
- Requests for additional feedback from the instructor
In these cases, please contact the course instructor directly.
Contact Channels
You can contact the Support team through:
- Live Chat within the system
Please use the designated support channel so the team can investigate your issue more efficiently.
Information to Prepare Before Contacting Support
To help the team investigate the issue more quickly, please prepare the following information:
- Course name (Class)
- Lesson or Assessment name
- Time when the issue occurred
- Description of the issue
- Screenshot (if available)
Examples
- “Assessment submission failed”
- “Dashboard score is not updated”
- “Unable to access Self-Paced Class”
How to Report Issues More Effectively
Please include details such as:
- What you were doing before the issue occurred
- Which step the issue occurred on
- Whether the issue can be reproduced
- Which device or browser you were using
These details will help the team analyze and resolve the issue faster.
If the System Freezes or the Internet Disconnects
Please try the following:
- Refresh the webpage
- Log in again
- Re-enter the Assessment to resume your progress
If the issue still occurs, please contact the Support team via Live Chat.
Response Time
Response times may vary depending on the type of issue and system usage volume. The Support team will do their best to investigate and assist as quickly as possible.
If you contact the team outside of operating hours (08:30 AM – 04:30 PM) or during periods when an immediate response may not be possible, you may receive a reply later through the Contact Email registered in the system.
Normally, the team will respond within 1 business day after receiving your message.
Thank You for Reporting Issues 🙏
Providing complete and accurate information helps the team investigate issues and improve the system more effectively.
Thank you for being part of the learning experience in AL-EEE ✨