Where to send each type of question, and how quickly you should expect a reply.
Channels
| Channel | Use it for | Target response |
|---|---|---|
| Cohort WhatsApp group | Content questions, peer discussion | Same day, business hours |
| Direct WhatsApp to your coach | Session scheduling, submission issues | Within 1 business day |
| Contact form | Billing, access, formal requests | Within 1 business day |
| Consultation booking | Track changes, retake planning | Slot within 3 business days |
Business hours
Support operates Monday to Saturday, 09:00–18:00 West Africa Time (WAT). Messages sent on Sunday or a public holiday are answered the next business day.
What to include in a support request
- Your full name as enrolled.
- Your enrollment reference, if you have one.
- What you expected to happen and what happened instead.
- A screenshot, where the issue is on-screen.
Requests with these four items are usually resolved in a single reply.
Escalation
If a request is unresolved after two business days, reply to the same thread with the word "escalate" in the first line. Escalated requests are reviewed by the programme lead.