CERTPOINT Technical Support Services 
The CERTPOINT Technical Support team stands ready to provide it's clients with the highest level of support service
CERTPOINT offers the following Technical Support services for the production sites as licensed in the CERTPOINT Software License Agreement.
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Level 1 Support Support to all users of VLS. CERTPOINT recommends that Level 1 Support be provided by an internal helpdesk. However we will support any and all users of VLS if requested.
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Level 2 Support Support to Clients Helpdesk for problem escalation resulting from users accessing the VLS.
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Level 3 Support Support to IT Professionals for VLS production site configuration issues, troubleshooting flash templates, troubleshooting SCORM/AICC issues, troubleshooting customizable VLS Learner themes, and troubleshooting Web Services.
VLS installation consists of two production sites that are always supported.
- Live Site (View Server) - This site hosts live courses and is accessed by users for their learning needs.
- Course Development Site (Edit Server) -Course Development Site (Edit Server)
Additional sites may be required for development and testing of integrations. Any additional site must be registered and approved by CERTPOINT. CERTPOINT offers the following Technical Support service for all additional sites.
- Deployment Support - Support to IT Professionals for additional VLS site installation, configuration, upgrade, and maintenance.
- Development Support - Support for development of integrations using VLS Web Services and integrations of 3rd party content.
CERTPOINT offers additional services that are not covered under the Technical Support Services Agreement but can be provided at an additional cost. They require further consultation with CERTPOINTs sales organization for determination of project scope and include the following:
- VLS training
- Instructional design consulting
- Content development
- Development of multimedia and graphics
- VLS customizations and/or integrations
- New feature development within VLS
Live Telephone Support – Response is usually immediate, and always within three hours of leaving a voicemail message during normal business hours. Support requests received after hours will be followed-up on the next business day.
Note: If there is an urgent problem it is best to use telephone support but email support is also accepted.
Support Requests are taken by contacting the CERTPOINT Technical Support at (516) 390-8800, ext. 240, or by e-mail at support@certpointsystems.com.
Our Online Support Knowledgebase provides documentation and resources for our customers to help you quickly find answers to your questions. Click here to access the Online Support Knowledgebase.