Frequently Asked Questions
How do I establish access and set up my account?
You may give us a call at 925-399-6110 to discuss your training needs. We will also ask for some information to set up your access and establish to your account. You will use your username and password to access our Learning Center and your desired course(s).
What types of learning center payments do we accept?
We accept credit card types such as Visa, MasterCard, American Express, and Discover. All credit card charges will be processed in U.S. currency; the customer’s credit card company and/or bank will charge any applicable foreign-currency fees for international customers. The ISO 9000 Group, LLC is not responsible for adjustments in exchange rates and will not refund any differences. A company purchase order may also be provided; however, the online course will not be activated until the purchase order is verified as approved by us.
We reserve the right to change our pricing and terms and conditions as new products or services become available and are offered. If a public training course location is changed, or we cancel a course, we will notify all attendees three weeks beforehand and endeavor to reschedule with our attendees as needed. We will not be held responsible for any incidental loss that could incur due to course location changes or cancellations after attendee notification.
What are your licensing requirements for our courses?
The purchase of course content provides a non-transferable license to access the purchased course content. Transferring or sharing your access password with anyone else is a violation of our licensing rule and your licensing arrangement with us as stated herein this document. While, we try to be flexible as possible for our customers, such an event can lead to immediate loss of access to the course and also loss of funds. If you need supplemental course access for more students than originally planned, call us, and we can establish the additional access needed; ensuring no violation of the licensing rule as stated.
What do I do if I have forgotten my password?
If you forgot your password and would like to reset it, go to our Learning Center (URL) as provided to you and click on the “Forgot your password?” link. Follow the instructions as provided.
What are your basic PC system requirements?
To successfully and consistently connect to our Learning Center you must:
Accept browser cookies
Install the latest JAVA release (JRE 1.7.0_51) or above
Enable JAVA and JAVA scripting and refresh your web browser
Ensure you are not behind a firewall that blocks cookies or server access
Disable pop-up blocking on Netscape or Internet Explorer
Use an appropriate operating system platform. See question 9.
Processor: 1.3GHz or higher, 4th Generation Intel® Core™ i3 Processor or better, or Mac Fourth-generation Intel Core i5 and i7 processors.
Ram: 4GB of RAM or higher,
Screen Resolution: 1280 x 768 or higher, 32 bit or higher,
Internet Access: Broadband.
What operating systems do you support?
Microsoft Windows XP all versions
Microsoft Windows 7 or above
Macintosh OS X Mavericks
Macintosh Snow Leopard (10.6.8)
Macintosh Apple Lion (10.7)
Macintosh Mountain Lion (10.8)
What browsers do you support?
Microsoft IE 9.90 and above
Mozilla Firefox 25.0 and above
Safari 5.0.6 and above
Chrome v30.0.1599.69 and above
What PC plugins are required to access our courses?
Links to download the latest versions of the plugins below are provided within our Learning Center. These plugins may already be on your PC. Please update them before starting your training session.
Windows Adobe Acrobat Reader 9 or higher
Windows – Apple QuickTime 7.6.6 or higher
Windows or Mac Adobe Flash Player 11.7 or higher
Macintosh/ Windows Macromedia Shockwave 12.09.149 or higher
Windows JAVA JRE 1.7.0_51 or above
Macintosh Java JRE Environment 10.7 or higher
Do I need my network administrator’s help?
No, not normally. You will need to allow your browser to accept cookies from our learning center and java scripting must also be enabled. Your network administrator can assist you with the proper browser options, or we can quickly guide you on the correct options. Most users have these settings already enabled within their browser.
What is your customer support response time?
We strive to ensure that our client’s experience is enjoyable and easy. If you have a problem with our courses, please call us at 925-399-6110 and ask for customer support. Although we have a minimum time of 4 – 5 hours for the phone response, we will return all calls as soon as possible, meaning that you could hear from us sooner especially if we respond by email. For our international customers, we respond to all calls within the first 4 – 5 hours of the next business day. We recommend a test with us before taking your full-course session. Please leave a home, office or cell number for call back, and the window of time when you can be reached.
Please ensure the proper browser plugins as listed above are installed on your computer system and enabled within your browser before calling for support. Computer or server problems if they occur may result in a possible extension of the time assigned to complete the course within our system based upon our discretion.We keep records of consumers who accessed our customer support. We may not offer an extension of the time to complete the course to any customer who tries to abuse the support system.
What is the refund policy for your courses?
We endeavor to provide good customer service and consistent customer satisfaction. We do have a few policies to support the consistency and fairness of our services with regard to our online courses. Students are eligible to receive a 100% refund if they drop the course before the first day of accessing our learning center. Students who have logged into and taken any portion of their course will not receive a 100% refund. All sales are final after (1) hour of instruction or seven days after purchase even if the course was not accessed. The customer must provide proof of purchase information. Refunds are subject to our discretion. Refund requests can be sent to customer support email@example.com. We keep records of individuals who might frequently return courses and relay that to a central reporting company. We may not offer returns to repeat return offending individuals.
The ISO 9000 Group, LLC reserves the right to pro-rate the amount of the refund provided to a student based upon the amount of online course consumption used by that student.
What “special situations” could affect a customer’s ability to participate in our online courses?
Customers who experience extenuating events, e.g., (death of a close family member, the victim of a natural disaster, family or personal medical emergency) or other situations may give us a call at 925-399-6110 to work through such special situations. Please see our refund statements as listed above.
How do we handle instructor led course cancellations?
Instructor drops are rare and seldom occur, but we do offer a refund or credit if this were to occur regardless of the last date of attendance. Instructor led training courses require full payment at the time of registration. If, we cancel or reschedule an instructor led course we will provide three weeks notice to our customers. Customers who cancel their registration within one week of the instructor led course or fail to show up for the course as committed will pay the complete purchase price of the course. If weather conditions cause us to cancel a training course, participants will be notified immediately by e-mail. Our customers will receive a full refund in this situation. An announcement will also be published within the course calendar inside the Learning Center.