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Service levels and customer support

  • Does eIntegrity guarantee a certain level of service for its platform?
    • We aim to achieve 100% scheduled uptime on the Portal. Whenever system maintenance is required, we will provide as much notice as possible.

      Check the current service status.

  • Does eIntegrity guarantee a certain level of support for learners?
    • We aim to resolve most support requests within eight working hours (9am to 5pm, Monday to Friday UK time) – excluding UK public holidays, when the support service is not available.

      For example:

      If you send an enquiry at 9am on a Friday morning, your enquiry should be resolved by 5pm on Friday afternoon.

      If you send an enquiry at 2pm on a Friday afternoon, your enquiry should be resolved by 2pm on Monday afternoon.

      To resolve a query, contact the support team via the support site.
      Further assistance is also available via Live Chat.

  • Why isn’t there a telephone support service?
    • Our small support team helps more than a million registered users from around the world – both in the UK (NHS and private sector) and internationally. We aim to provide the highest levels of service but, due to the volume of requests, we are not able to provide telephone support.

      However, Live Chat gives your instant access to our helpdesk team. It is now available from 9:30am to 4:30 pm (UK time). We will try to resolve your query during the chat or, for more complex issues, refer your query for additional investigation.

  • Why can’t I find any support for the particular programme I am trying to access?
    • On our support site, you’ll find commonly asked questions and answers about our e-learning. The responses are often applicable across all programmes but please check the relevant programme page for any specific information.

      If you can’t find the information you’re looking for on our website, or you have more detailed programme queries, please email: enquiries@eintegrity.org 

      For any technical queries that you cannot answer using these support pages, please fill out our support form and a member of the team will get back to you.