Partner support.You answer your customers. We stand behind you.
Partners who embed Personal Academy are first line for their own customers. We are second and third line, with a human for billing, security and legal questions.
Who Answers What
Your support team
How-to questions, account access (sign-in, invitations, roles) and content questions from your customers’ administrators and learners.
Personal Academy
What the help centre and the AI guide cannot solve: a feature behaving differently from the docs, data that looks wrong, an LTI, embed, API, webhook or HRIS integration failing.
Personal Academy engineering
Confirmed defects, outages and anything that needs a code or data fix on our side.
Escalating to Us
- Check the help centre and ask the AI guide in the partner console. Guide answers are free.
- Open a ticket from Support in the partner console. Every partner ticket goes into one queue.
- Include the customer organisation, what you expected, what happened, the time and any request id or error code. Never paste API keys or secrets into a ticket.
- If we need to look inside a customer's organisation, the customer grants a time-limited support session first, and every action in it is audited.
Your customers contact you for product support, not us. Human escalations are handled in English.
Response Times
Proposed terms for partner tickets: time to a first reply from a person, not time to a fix. Your partner agreement is what binds.
| Priority | What it means | First response |
|---|---|---|
| Standard | Everything that is not a P1 | 1 business day |
| P1 | The service is down or unusable for many of your customers | 4 business hours |
Business hours
8:00-22:00 IST. A ticket opened outside those hours is counted from 8:00 IST.
No on-call cover yet
We do not offer round-the-clock or on-call support for partners today, and there is no SLA or service credit at launch. We will offer on-call only once a backup engineering retainer is in place.
Security Incidents
If we confirm a security incident that touches your data or your customers' data, we notify you within 24 hours of confirming it: what happened, what data is affected, what we have done and what you should do.
To report a suspected issue, open a ticket from Support in the partner console and say it is a security issue in the first line. Security reports always reach a person.