1. Unified Intake (The “Signal”)
We provide multiple professional channels for you to report an issue. To ensure the fastest resolution, we recommend using our dedicated support portal.
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Channels: Website Support Form, Email (support@pducredits.com), or our official WhatsApp Business line.
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Required Detail: Please provide your Registered Email, Course Name, and a description of the technical hurdle (e.g., “Quiz not loading” or “Certificate name misspelled”).
2. Priority Triage (The “Categorization”)
Not all issues are the same. Our system automatically routes your request based on urgency:
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Category A (Urgent): Technical blockers (cannot access course, video playback issues).
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Category B (Administrative): Certificate corrections, login issues, or PDU reporting questions.
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Category C (General): Content inquiries or bulk purchase requests.
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Timeline: We acknowledge all requests within 4 business hours and aim for a full resolution within 24 hours.
3. Expert Investigation (The “Deep Dive”)
Our support team works directly with our web developers and subject matter experts to identify the root cause.
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For Technical Issues: We verify browser compatibility and server-side access.
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For Reporting Issues: We cross-reference your completion data with the latest PMI (Project Management Institute) reporting guidelines to ensure your credits are valid.
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Transparent Updates: If a fix requires more than 12 hours (e.g., a complex database update), we provide a “Status Update” email so you aren’t left wondering.
4. Resolution & Verification (The “Solution”)
We present a solution designed to get you back on track immediately.
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The Fix: This could be a manual certificate generation, a password reset, or a complimentary course reset.
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Customer Verification: We ask you to “Confirm Success.” We do not consider a ticket closed until you verify that you can access your content or that your certificate is correct.
5. Root Cause Analysis (The “Prevention”)
At PDU Credits, we use every resolved issue to strengthen our platform.
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Internal Review: Was this a one-time user error or a bug in our WordPress/LMS system?
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System Update: If the issue was systemic, we apply a global fix to prevent other Project Managers from experiencing the same delay.
Support Standards & Guarantees
| Issue Type |
Target Resolution Time |
Standard Outcome |
| Course Access |
< 6 Hours |
Full Access Restored |
| Certificate Error |
< 12 Hours |
Corrected PDF Issued |
| Payment/Billing |
< 24 Hours |
Receipt Sent or Refund Processed |
| PDU Reporting Help |
< 24 Hours |
Detailed Step-by-Step Guide |
The “PDU Credits” Promise:
“Your certification cycle doesn’t wait, and neither do we. We treat your professional data with the highest level of integrity and speed.”
