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Certification FAQs

How do I log in to class?


When do I log in to class?
What do I need for class?
How long will I be in class?
Will there be homework?
What can you suggest to help me succeed with this course?
What link do I use for the RSA Adaptive?
Should I use the same computer in class that I will service on once I certify?
How do I know if my computer meets the guidelines on the workstation
requirements?
Do I have to download any systems for the Client?
I am not receiving any emails, what should I do?
What is expected of my Independent Business servicing this application?

Where can I find the Service Level Requirements?

How many days can I miss of class?

Who should I contact if I need to change my class time?

Who should I contact if I have an emergency and cannot attend class?

Can I receive a refund if I can no longer attend class or make it to certification?

How to I contact Tech Support?

What type of headset do I need for class?

What type of phone line and phone/headset do I need to service the client?

Appendix - FAQs
1. How do I log in to class?

2. When should I log in to class?


a. You may enter up to 30 minutes prior to the class scheduled time.
3. What do I need for class?
a. You must also have a VoIP headset for the sessions. Please test your headset following the
instructions using the Audio Wizard.
4. How long will I be in class?
a. The online sessions will run four (4) hours per day. If you service other clients, please make sure
you give yourself at least thirty (30) minutes after each session before scheduling yourself to
service. Sometimes the session may go over the scheduled time and you do not want your
schedule adherence to be affected.
5. Will there be homework?
a. This client requires self paced studying and practice outside of the Adobe sessions in order to
succeed (approx 2 hours per day). Self-paced studying and completion of homework is a
must!
6. What can you suggest to help me succeed with this course?
a. As always, the key to your success is knowledge of the materials, participation in class, roleplaying, practicing and studying.
7. What link do I use for the RSA Adaptive?
a. Use this URL link: https://remoteaccess.quill.com
8. Should I use the same computer in class that I will service on once I certify?
a. Yes, attend class on the computer you intend to use to service your client.
9. How do I know if my computer meets the guidelines on the workstation requirements?
a. Ensure that your computer meets the guidelines on the workstation requirements document link
found in the Arise Portal>Support Dropdown>Workstation Requirements, prior to your class
start date. In order to avoid technical difficulties, ensure that your computer has sufficient memory

(RAM), adequate CPU speed, enough free hard drive space and is not connected to a wireless
network.
10. Do I have to download any systems for the client?
a. Your client may require applications to be installed on your computer. Specific client applications
and installation instructions are found under the Clients 'work' tab on the Arise Portal. In order to
avoid any delay in participating in class and prepare yourself for servicing, please install the
required applications immediately.
i. You will not have access to your client applications until you receive your codes during
certification.
11. I am not receiving any emails, what should I do?
a. Ensure that your email provider meets the guidelines in the workstation requirements document
at Arise Portal/Support dropdown/Workstation Requirements document.
b. Please check your junk mail folder for any emails from your instructor.
12. What is expected of my Independent Business servicing this application?
a. Your Client Support Professional will be expected to perform based on the service level
guidelines in the opportunity announcement. Your instructor and Arise will give you all the tools
to do so successfully!

13. Where can I find the Service Level Requirements?


a. The service level requirements can be found on the Opportunity Announcement on the Arise
portal.
14. How many days can I miss of class?
a. Education Course Attendance Policy:
i. No certification course absences will be permitted. If the Client Support Professional
misses a day of the certification course, then they will be required to re-take the entire
course again in order to obtain certification. No credit or refund shall be issued to any
Independent Business Owner whose Client Support Professional must retake the course.
The Independent Business Owner will be responsible for payment of the second
certification course.
ii. If the Client Support Professional is more than 15 minutes late to a scheduled course
meeting they will be marked as tardy. Being tardy twice will equal one absence and the
Client Support Professional shall be removed from the course. The tardy Client Support
Professional may re-take the entire course again in order to obtain certification. No credit
or refund shall be issued to any Independent Business Owner whose Client Support
Professional must retake the course. The Client Support Professional will be responsible
for payment of the second certification course.
15. Who should I contact if I need to change my class time?
a. Please email Mildred Rodriguez at mrodriguez@arise.com before the first day of class.
16. Who should I contact if I have an emergency and cannot attend class?
a. Please email your instructor (see email address on page 1 of this document)
17. Can I receive a refund if I can no longer attend class or make it to certification?
a. Refund Policy:
i.
after the Client Support Professional has "ENROLLED" in a certification course. Once
enrolled, fees paid cannot be transferred between opportunities for sponsorship of
another Client Support Professional affiliated with the same Independent Business. All
Independent Business Owners should be aware and conscious of their obligations before
one of their affiliated Client Support Professionals enrolls in an application Certification.
ii. No refunds will be given if the Client Support Professional is not able to complete
certification or fails to certify.

18. How to I contact Tech Support?


a. Arise Portal>Support Dropdown>Live Support>Contact Support>click the button listed that best
represents your technical need
19. What type of headset do I need for class?
a. You will need a VOIP headset for class with a working mic. You may have one that is USB or 2prong with speaker and microphone jacks.
20. What type of phone line and phone/headset do I need to service the client?
a. You will need a POTS line phone line. (POTS= Plain Old Telephone Service) The line should not
have any voicemail, call waiting or other features.
b. You will need a phone that can accommodate a working headset. Recommended phones are
Smith Corona DA-202 or Plantronics S11 Enterpprize or similar type phones. *Wireless
telephones, VOIP (Voice over IP) such as Comcast or wireless services are NOT permitted
at any time.