LatitudeLearning is the software application underlying your organization’s learning management system.

It provides direct support only to verified Portal Administrators in charge of an organization’s training programs within the learning management system (LMS). We strive to maintain a single point of contact between company-level portal administrators/training management decisionmakers and our ClientCare support team. Our support procedures are described below and vary depending on whether you are a Student or a Portal Administrator of the system.

Students Seeking Support

Do not contact LatitudeLearning directly as this can delay the resolution of your issue or the response to your questions. If you are a student in an organization’s LatitudeLearning training portal, due to privacy, security, and contractual stipulations, our ClientCare team is unable to provide direct support to you. 

We are not privy to your organization’s training policies, training requirements, system access requirements, and other learning processes. We can only work directly with approved portal administrators and others identified as official contacts by your organization.

If you need support for anything related to your system access or your training requirements you should contact:

• Your internal Training Department or designated Support team

• Your Manager or Supervisor

• Your HR team

• Your Portal Administrator

• Your Franchise Corporate Office

• Your Partner Program Manager

For issues your portal administrator cannot resolve, they will contact our ClientCare team directly to engage our assistance.  

For step-by-step documentation of certain common features, you can look on this support site under Students, Managers, or Instructors.

Portal Administrators Seeking Support

Portal administrators can contact LatitudeLearning’s ClientCare team directly via the methods shared with them during implementation. Our support team is available for non-critical support requests between 8:00 am and 5:00 pm Eastern Time, Monday through Friday with exceptions for holidays and special maintenance windows.

For organizations with paid subscriptions, identified portal administrators with decision-making rights for the organization can use the Latitude Customer Self-Service Portal, a front end into our help desk system, to submit and monitor tickets for their organization. This option is by invitation only after submitting a request to ClientCare for access.

When submitting a support request, please consider these useful items, as warranted, to improve our ability to respond and support you in a timely manner:

• Your Portal name (if your organization has more than one)
• The names and usernames of users tied to the request
• The course codes involved in the request, if relevant
• Any other data (accreditation names, positions, roles, report names … and so on) which can help more quickly direct us to the issue
• Screenshots, what was occurring at the time of an issue, and any error messages
• Steps to replicate
• Have you replicated or attempted any efforts to identify the issue

For step-by-step procedures on most commonly used features, please search this support site or navigate to the appropriate menu.