If you can't find an answer here, you can raise a ticket
What is the Pricing model for Cloudtrainer?
Cloudtrainer charge a monthly subscription fee which is paid in advance. The cost to your organisation will depend on the number of registered users and the version of the system you are using. For organisations on the core version of the platform, where they have 20 users or less, then there is no charge for the use of the Cloudtrainer LMS.
Is there a minimum number of users?
The minimum number of users is one.
Is there a maximum number of users?
No, but for users over 100 you may want to speak to us so that we can make it work for your company structure.
What is a "registered user"?
"Registered User" is someone who is your employee or a temporary worker for your organisation or a third party contractor who is authorised by you, to use, participate and interact with your Cloudtrainer LMS.
How do I sign up to Cloudtrainer?
You can subscribe to Cloudtrainer here, using a credit or debit card, the card is charged monthly. For Enterprise subscriptions billing can be monthly or annually, just get in touch with us to find out more.
Are there any volume discounts?
Yes volume discounting is available for 100+ users. Please contact email@example.com to find out more.
Is there an education price available?
An education version of the platform, focusing on staff CPD, will operate under a different pricing structure to the standard Cloudtrainer LMS. Get in touch to find out more.
I've bought one of your training courses, do I get access to the Cloudtrainer LMS with that?
Yes, access to the Core level of the Cloudtrainer comes free with all training where the account has less than 20 users.
Does Cloudtrainer's LMS support the inclusion of other online courses and material?
Our Premium level subscription supports training content authored in any eLearning authoring tool as long as it adheres to standards like Tin Can and xAPI. You will be able to upload your own courses and create your own training using the tools built into the system. The Premium level of the LMS is due for release in early 2017; if you need this service now get in touch; we'll be able to help
How can I cancel my subscription?
You can cancel your subscription at any time and your access will automatically expire at your next payment date. If you cancel during the free trial then you will not be charged for your access during the trial.
What are the cancellation charges?
There are no cancellation charges for monthly subscriptions. For Enterprise level accounts with annual subscriptions cancellation charges may apply.
How can I add and delete users?
Adding or deleting users is done once logged in to Cloudtrainer and multiple workflows such as adding users individually and in bulk are supported.
What is the deployment model for Cloudtrainer?
Cloudtrainer's LMS offers a cloud hosted subscription model. Customers just need a browser and internet access to start using Cloudtrainer to deploy and consume training.
Which languages does Cloudtrainer support?
Cloudtrainer is currently available in English. We are looking into translation, please let us know if this is of interest.
How do I sign up to the Free Trial?
You can start your free trial here
How long does the Free Trial last for?
A Free trial gives you a 30-day access to Cloudtrainer.
What will the status of my account and content be after expiration of my subscription?
After expiry of a subscription, you will retain "Admin-only" access to the account for 30 days. Expiry of a Trial account does not have that privilege.
Is my data saved after expiration of Free Trial?
Data created during a Free Trial would be deleted at Cloudtrainer's convenience after the expiry of the trial period.
Do I need to do anything to activate the software?
No, the account is activated immediately upon confirmed payment. All you need is a valid email address to sign in. For Enterprise Subscriptions you will be sent activation as agreed.
How often do I have to connect to the Internet?
Cloudtrainer is a cloud hosted offering. You need to be connected to the internet to access your account on the desktop.
What kind of content can I access in Cloudtrainer's LMS?
Virtually any kind of content such as Videos, PDF, PPT/X, DOC/X, Tin Can and xAPI-compliant packages are supported by the Hub.
How many times can I use the free trial?
Once the free trial has finished if you choose not to upgrade then your account will be locked. The only way to release your account is to sign-up for a paid subscription. If you have a genuine need for a longer trial period then please get in touch with the Cloudtrainer team directly.
Where can I get more information about Cloudtrainer's LMS?
Please visit our website
When and how can I get in touch when I need support?
Online support is available 24/7 in English language by raising a support ticket from the system. Alternatively, you can email firstname.lastname@example.org. The support team are available during business hours (09:00 - 17:00, Monday to Friday) but we will always endeavour to get back to you if you contact us outside of normal support hours. Raise a support ticket now.
What kind of on-boarding help is provided by Cloudtrainer?
We're with you every step of the way. Setup is simple and you should find all the help you need within our system. If you need further support simply raise a ticket in the system and we'll help get you up and running. Raise a support ticket now.
How do I reset my password?
You can reset your password here
What software do I need to run the course?
An internet connection, a browser, and Adobe Flash Player Version 11.0 or above. If you do not have Adobe Flash Player installed, download the latest version free from the Adobe website
The training seems to have frozen, what can I do to get it running again?
This is most likely due to a temporary loss of internet connection. To solve this problem you can clear your web browser cache. This will clear the way for the course to continue as normal.
Visit this page for instructions on how to do this in your browser.
It should be noted that in recent versions of Internet Explorer this can be done by clicking CTRL-SHFT-DEL.
Do I need speakers?
Yes. You will need external speakers or headphones. We recommend you test your sound before starting, and check your system volume. You can do this in the windows taskbar by clicking the speaker icon. On a Mac the volume control icon is on the top bar.
Will the course run on my Mac?
Yes. The course will run on Mac 10.4 (Tiger) or 10.5 (Leopard) with Safari browser, or Firefox 2.0 and above. You will also need Adobe Flash installed.
Will the course work on my PC?
Yes. The course will work on any Windows 2000, 2003, XP or Vista PC with either Internet Explorer 6 and above or Firefox 2.0 and above.
What if I have a slow internet connection?
If you have a dial-up connection (for example, with a modem speed of 56kbps) the course will not run. The minimum is 256kbps (0.2mbps) which is the lowest speed for most broadband connections. If you have a broadband speed of 1mbps or less the course will run fine, but video will take longer to load and/or may be jumpy. For optimal viewing, we recommend a connection speed of at least 1-2mbps. If you are unsure, you can check your internet connection speed now
Is there a time limit?
Cloudtrainer e-learning licences are based on a yearly subscription. If your company renews the licence every year, you have continual access to the site, and will be able to open the course at any time for a refresher. If your company chooses not to renew the licence for your account, and you are not enrolled on the course immediately (for example, the subscription started on the 1st July but you joined and enrolled on the 1st October), you may have less than 12 months left to complete the training. Check with your administrator to find out if there is a time limit imposed.
Is the course DDA accessible?
The course is not yet Triple A Conformant (Priority 3 of the WAGC accessibility standards). The course contains a high proportion of animation, video and graphical interactive elements which will be redeveloped later to conform to accessibility guidelines.
What if I don't have an internet connection?
Our course is currently only available via the web.
How long does a licence last?
A licence lasts for one year from date of completion.
What if I buy a licence but don't use it?
Your licences are valid for an entire year. Users will be registered in the system but are not deemed active until they enrol on a course. Once enrolled, the licence is locked to that particular learner and cannot be changed. However, if an individual has not enrolled on any course and later leaves the company, we can transfer that licence to a new user.
What if my users have problems running the course?
The eLearning website itself is supported 24/7 and we guarantee 99.9% uptime. Technical support is provided by email Monday to Friday 9-5pm, and we guarantee to respond within two hours. Depending on the nature of the problem, we aim to have a resolution within one to three days.
How do you prevent system abuse?
There is a perception that eLearning is open to abuse, because employees could share login details and complete the course on behalf of someone else (essentially cheat). There are a number of ways we get round this. The LMS itself will prevent simultaneous login - so only one person (or more accurately PC) can login with a particular username/password at any one time. Upon login the LMS recognises the specific learner and updates their personal training record: The LMS will track modules completed, the last time the learner accessed the course, the total number of accesses, and total recorded time spent. Cloudtrainer monitor this usage and in cases of abuse, immediately suspend any licences preventing access to the site. In addition only one certificate per licence will be distributed, each certificate has a unique identifier which is linked to the user.
More information on specific courses can be found on the course page.