Technical Support, Accessibility, and Account Management
Access and account management
Accounts are provisioned by role, usually through institutional single sign-on. Learners should not create shared accounts; shared credentials break audit trails. Account deactivation is a compliance action, not just housekeeping: it removes access but preserves completion records.
Accessibility and support
- Captions and transcripts are required for video-based rules education.
- Screen-reader compatibility, keyboard navigation, and sufficient contrast are baseline expectations.
- Accommodation requests should route through the published process, not be handled informally by a coach.
- Support tickets need course ID, learner ID, browser, timestamp, and a screenshot or error text.
Worked example
A learner who uses a screen reader cannot advance past a drag-and-drop quiz item. The coach should not tell the learner to try a different browser as a first step. Reasoning: the barrier is an accessibility defect, not a browser preference. Correct path: submit a support ticket tagged accessibility with the course ID and item number, request an equivalent assessment format, and document the accommodation. Do not mark the module complete manually.
Traps
- Sharing a single account across staff.
- Treating mobile app behavior as identical to the desktop platform.
- Resetting passwords without verifying identity.
- Closing an accessibility issue without a documented alternative.