— Service commitments
What you can expect from us
This is our service level agreement: a plain list of what we promise, how quickly we will act, and what to do if we fall short. It applies to every learner and every partner, whether you paid or came in through a free code.
Our commitments
| What | Our commitment | Detail |
|---|---|---|
| The website and lessons | Open every day, around the clock | We aim for the site to be available 99.5% of each month, outside planned maintenance |
| Planned maintenance | Announced at least 48 hours ahead | Done in the quietest hours, normally under 2 hours, never for a whole day or weekend |
| Messages through the contact form | Answered within 24 hours | Every day, including weekends. Our usual office hours are Monday to Friday, 9:00 am to 5:00 pm, Jamaica time |
| A problem that blocks your learning | Looked at the same working day | For example, you cannot sign in, or a lesson will not open |
| Access paused for review | Decided within 2 working days | You are told the reason, and you can reply before anything is final |
| Refund requests | Decided within 2 working days | Where approved, we send it back through your payment provider the next working day. How long it then takes to reach you, and how much of any fee is returned, is decided by that provider under its own policy, not by us |
| Certificates | Issued as soon as a track is complete | Available to check on the Check a certificate page straight away |
| A mistake in a lesson | Checked within 2 working days | We correct it, or explain why the screen on your device looks different, and say when the lesson was last updated |
| Closing your account | Done within 2 working days of your request | Your account and lesson progress are deleted. Any certificate you earned stays on the checking list, so an employer can still confirm it |
| Seeing or correcting your personal information | Answered within 30 days | As the Data Protection Act, 2020 requires. Usually much sooner |
| A serious problem with personal information | Acted on immediately | We tell the people affected and the Office of the Information Commissioner without delay, as the Data Protection Act, 2020 requires |
Working days are Monday to Friday, excluding Jamaican public holidays. All times are Jamaica time.
How we treat your time
- Online means any hour. Early morning, late night, weekends and holidays. That is the point of an online service, and we plan around it.
- Notice before planned work. We tell you on the Help page, and by email where it affects your account.
- Short maintenance windows. Normally under two hours, in the quietest hours, and we say when we are done.
- We never close for a whole day or a weekend. That is exactly when many people finally have time to learn.
For partners and employers
If your organization gives codes to its members, these apply to you as well:
Course codes: issued within 2 working days of an agreed request, with a spreadsheet of the codes for your named contact.
Your named contact: answered within 1 working day, on any question about codes, members or billing.
Progress reports: once the partner progress view is ready, your named contact will be able to see how many members started and finished. Until then, we send a summary on request within 2 working days.
If the site goes down
We post what is happening on the Help page, and email learners whose access is affected. The notice says what is not working, what we are doing and when we expect it back.
Backups: the website is backed up automatically every day by our hosting provider, and we take an extra backup by hand before any significant change. Learner accounts and lesson progress are backed up as part of this.
Getting back up: where we have to restore from a backup, we aim to have the site working again within 4 hours of deciding to restore, and we will tell you if anything you did that day was affected.
What is not covered
Some things are outside our control, and we cannot promise around them:
Your own internet or mobile data; problems at your internet provider; faults at our hosting, payment or email providers; power cuts; and events such as a hurricane or a national emergency. Where any of these affect the service, we will tell you what we know and what we are doing.
Payments and refunds are handled by your payment provider, not by us. We can only promise how quickly we decide a refund and send it back. When it reaches you, and how much of any processing fee is returned, follows that provider’s own policy. Our refund terms explain this.
If we fall short
Tell us. Use the contact form, or email [email protected], and say what happened and when.
We will reply within one working day with what went wrong and what we are doing about it. Where an outage lasted more than a day and you were on timed access, such as a free partner code, we add the days you lost. You do not have to ask.
If you are not satisfied with our answer, ask for it to be reviewed by the principal. Nothing here affects your rights under Jamaican law.
Last updated 20 September 2026. We review these commitments at least once a year, and will post any change here before it takes effect.
— Ask us
Questions about these commitments?
Partners and employers are welcome to ask for these commitments in writing before signing up their members.