Who can I contact if I have a technical issue and what is your support policy?

The Elsa Help Desk assists users with troubleshooting, technical questions, workflow guidance, and general inquiries related to the Elsa authoring platform.

They are available Monday through Friday, 9:00 AM to 5:00 PM (CST) and can be reached via

• Email
• Phone
• Chat: Available through the Elsa Support Center during business hours

The link to these channels can be found at the bottom of this page.

What does the Elsa Support team do?

The Elsa Support team provides assistance for users of the Elsa authoring tool, including technical troubleshooting, user guidance, and coordination with content and product teams to resolve more complex issues.

Our goal is to ensure timely, transparent, and consistent communication throughout the support process.

What is the expected response time?

• Initial response: Within 2 business days of receiving a support ticket.
• Resolution time: Varies by issue complexity. Complex or technical issues may take longer, with regular updates provided on a weekly basis.

How does escalation work?

If a ticket cannot be resolved with initial troubleshooting, it will be escalated to our engineering team.

• Once escalated, the Support team provides an update every 7 calendar days until resolution.
• Updates may include progress notes, actions taken, or next steps from involved teams.

How will I receive updates on my ticket?

Updates are provided via email.