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. »
