Prolydian Support Channels - How to Request Support

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Prolydian Support Channels - How to Request Support

Our team is always here to support you, no matter the question, concern or status of your program in the Prolydian system. To make sure we can assist you in a timely manner, it is important to contact the correct inbox depending on the topic. Additionally, it is helpful to provide as much detail as possible when requesting support so that our team can jump right into diagnostics. 

 

These include, but are not limited to:

  • Screenshots of what you’re seeing when an error occurs

  • If reporting an issue that you’re experiencing in the system, include a description of the action you are attempting to complete and how it is differing from the expected result, including all relevant system component and user information:

    • Username of account in use

    • Item bank name

    • Application name

    • Exam name

    • Event name 

    • Credential name

  • If reporting an issue experienced by candidates, full candidate details (name and email address) for all affected users, along with the application, exam event, or credential name.
     

Please see below for a breakdown of who to contact along with example situations of real time use cases. 

 

Support Channels for Organization Administrators

 

Prolydian Support Articles

 

Prolydian

  • Onboarding - onboarding@prolydian.com

    • Main contact during program onboarding for:

      • Project updates or information not found in Monday.com

      • General project questions not related to tasks in Monday.com
         

  • Client Success - clientsuccess@prolydian.com

    • Main contact post initial program onboarding for:

      • Contacting your assigned Client Success Manager

      • Editing event or program setup in Prolydian

      • Escalated examinee concerns

      • High level organization requests and concerns
         

  • Change Requests - Can be submitted here

    • Use the Change Request Form for:

      • Program changes or additions

      • New application builds

      • New exam forms or events

      • Custom reporting

    • Please allow the team time to review once a request has been submitted. Requests are addressed in the order they are received, and may not be addressed the same week they are submitted, depending on volume at the time of submission. Urgent requests may be considered only when absolutely necessary, and may carry an additional fee.
       

  • Technical Support - support@prolydian.com

    • Main contact for issues in the system that need quick resolution:

      • Creating/editing/logging into Prolydian accounts

      • Managing exam registrations

      • Notifications/template editing

      • Examinee concerns 

        • Exam registration and scheduling 

        • Account activation 

        • Proctoring incidents

        • Exam appointment review questions

      • Tech support/troubleshooting in Prolydian

      • General system functionality questions
         

  • Finance - finance@prolydian.com

    • For concerns regarding

      • General billing inquiries

      • Invoices

      • ACH Payouts

Example Situations

  • I’m trying to approve an application, but it won’t approve. What is going on?

    • This request would be best suited for our Support Team at support@prolydian.com

    • Include your username if different from the email address you’re sending the message from

    • Include the name and email address of the user(s) and application name(s) that are affected

    • Include a screenshot of what you see, along any error messages
       

  • I can’t see a specific system component that I normally see, or something seems different than normal.

    • Check your search filter and clear it (it’s a sneaky tool)

    • If it wasn’t your search filter, this would be a request best suited for our Support Team at support@prolydian.com 

    • Include your account information

    • Include a description of what you normally see, versus what you are seeing

    • Include a screenshot 
       

  • Our organization is considering adding a new certification program, what are the steps we need to take to do this?

    • This request is best suited as a Change Request, which can be submitted here.

    • Include all relevant information, including ideal timelines

    • Your Client Success Manager will review and respond in 5-7 business days. 
       

  • I have a question about a general program feature or component that I would like to discuss

    • This request would be best suited for the Client Success Team at clientsuccess@prolydian.com 

    • Include all relevant information

    • The Client Success Management Team will review and respond as soon as possible. 

 

 

Support Channels for Your Candidate Base

 

Prolydian Support Articles

 

Prolydian Support

  • Mon-Fri: 9am - 8pm ET

  • Sat-Sun: 9am - 5pm ET
     

  • Email: support@prolydian.com

  • Live Chat: Yellow “?” button within your Prolydian account

  • Phone: 1-850-739-8992
     

  • Prolydian support can assist with:

    • Account activation

    • Password resets

    • Scheduling/rescheduling

    • Results emails

 

Proctoring Partner Support

  • Instructions for taking an exam with the Prolydian system and technical instructions for each of our proctoring partners can be found here: https://prolydian.ladesk.com/750759-Taking-an-exam-with-Prolydian
     

  • ProctorU Support

    • If an examinee contacts you regarding an issue with the ProctorU system, it is important to direct them to contact ProctorU as soon as possible via the live chat feature in ProctorU or by calling 1-855-772-8678, option 1. 

  • Proctor360 Support 

    • If an examinee contacts you regarding an issue with the Proctor360 system, it is important to direct them to contact Proctor360 first here: https://support.proctor360.com/help/365012637

    • Proctor360 support can assist with:

      • Sample session requests to test equipment ahead of an exam appointment

      • Check-in issues

      • Disconnection during exam appointment

  • MonitorEDU Support

  • Rosalyn Support

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