Support
Technical help that answers fast
Access slow to open or a submission that does not complete is handled as an incident: report through one form, acknowledged intake, fix and written confirmation. The submission calendar takes it into account.
What support handles
Support covers everything sitting between you and the content: access, submission, playback, delivery. Questions about the content itself belong to the tutor, reachable directly from the lesson.
- Opening and recovering access
- A submission that does not complete
- Downloading a lesson for offline work
- Playing back a recorded live session
- Rendering content on an older device or a slow connection
The path of a report
- 01
A short form
Device, browser, page and what you were trying to do. Four fields, filled in a minute.
- 02
Acknowledged intake
You receive a tracking number and the name of the person taking it on, within the published timeframes.
- 03
Immediate route forward
Where an alternative route exists — another format, another submission channel — it is given to you at once, ahead of the underlying fix.
- 04
Written confirmation
At closure: what was fixed, and what it changes for your submission or your access.
Intake commitments
- per report
- 1 numéro de suivi
- for acknowledgement
- 2 jours ouvrés
- for the written answer
- 10 jours ouvrés
With the name of the person handling it.
Reasoned, including when the fix takes longer.
What protects your submission
A technical incident reported before a deadline is timestamped alongside it: the submission remains admissible, and the marker is informed. This rule exists because work finished on time and blocked by a failing access is still work finished on time. The tracking number and the acknowledgement form the record, and they belong to you.
Questions about support
What if a submission fails the night before a deadline?
Report it at once through the form: the report's timestamp is authoritative, and an alternative submission route is given as soon as it is taken on. The marker receives the record along with your work.
Does support cover my own device?
It covers access to content and submissions from an ordinary device, phone included: that is the design constraint held since the first module. For your own equipment and connection, support points you to the settings that improve display and downloads.
When is support reachable?
The form is permanently open and timestamping starts on submission. Answers follow the published timeframes in working days; for a content question, the tutor stays available at any hour from the lesson.
Explore next
- Offline modeIHETC offline mode: downloadable lessons, working without a network and deferred sending of answers. What you can take with you, how an answer travels back and why the design starts from the phone.
- MediationMediation at IHETC: named acknowledgement, written and reasoned answer, human review as of right on any assessment. What mediation covers and the acts reserved to people.
- Parent spaceThe IHETC parent space: real progress, actual working time, concepts to revisit and a stalled-progress alert. What the family follows, what the learner runs alone, and why that split works.
- One-to-one tutoringIHETC one-to-one tutoring: a tutor anchored in the content of the course you are taking, reachable at any hour, that rephrases, breaks the problem down and traces the missing prerequisite. Access, workings and supervision volume.
- Marking and feedbackMarking at IHETC: assessment on submitted work, written and signed feedback, pass threshold stated before you start, review by a person as of right. What feedback contains, the timeframes and the review routes.
- Study-skills supportIHETC study-skills support: time management, reading a brief, note-taking and written expression. The real hour budget behind a credit, and a workable study week built with you.