Student Support & FAQs
Find a quick answer by checking our most frequently asked questions or contact our team directly using the button below!
Course Content & Features
The minimum amount of study time required for your course will depend on the course itself (the precise number can be found on the course page):
The average duration of our courses are:
- Awareness – 5 hours
- Foundation level – 10-15 hours
- Practitioner level – 20-30 hours
- Foundation and Practitioner level – 30-40 hours
If you would prefer to defer your start date or find out when your course license will end, please contact the Support Team.
Good e-Learning offers a range of courses on many of the world’s most popular corporate standards and frameworks, including:
Enterprise Architecture – (TOGAF & ArchiMate)
IT Service Management – (ITIL)
Development & Operations – (DevOps & SRE)
Business & Digital Transformation – (Change Management, AgileSHIFT & IT4IT)
Business Process Modeling – (AgileBA & BPMN)
Project & Program Management – (PRINCE2, MSP, AgilePM)
IT Governance & Compliance – (COBIT 2019 & GDPR)
If your course is near to expiring and you don’t feel ready to take the exam, you can extend your course access for a fee.
Please contact the Support Team, who will explain the different course extension options.
When you purchase a course from Good e-Learning, you will have a set number of months to access the course material. This period will begin at the point of purchase.
You will have access to all course materials for either 3, 6 months or 12 months, depending on the course and certification level:
- Awareness – 3 months access
- Foundation level – 6 months access
- Practitioner level – 6 months access
- Foundation and Practitioner level – 12 months access
If you would prefer to defer your start date or find out when your course license will end, please contact the Support Team.
Once you have completed an e-Learning course, the Proof of Completion will be available for download. You can download a PDF of your Proof of Completion by following these steps:
- Log in to the Learning Platform
- Move the mouse to the menu bar on the left-hand side and select the menu button
- Select ‘My Activities’
- In the ‘My Activities’ section, select ‘Learning Plans’ – the training which you have completed will be shown with 100% progress
- The learning plan which is completed should have a certificate icon showing after the ‘Progress’ column
- Click the certificate icon and a PDF file should appear for you to download
If you have any questions please contact the Support Team.
Mobile Course Access
You can download the “Go.Learn” app in the App Store or on Google Play depending on the operating system of your mobile device.
The app allows you to download and play your training from a mobile device.
Note: The learning platform is only compatible with the latest iOS and Android operation system.
If you have any questions please contact the Support Team.
Once the app is installed, insert your learning platform’s log in URL (please note that the URL for your platform and your Mobile App are the same as the URL in your welcome email or browser).
Once you’ve successfully logged in you will be able to access your training.
Once the app is installed, simply tap on the app’s icon to launch.
On the first page, insert your learning platform’s URL in the Platform URL text box (please note that the URL of your platform and your Mobile App are the same).
Once you’ve successfully logged into the learning platform, you can access your training.
To navigate courses or learning plans, tap the “My Courses and Learning Plans” tab or “My Dashboard” in the main menu. The page will show you all of the courses assigned to your account. Simply click the course icon to play the course.
The Go.Learn mobile app is only available on:
Apple iOS 10 and later
Android 6 and later
Exams & Certifications
Once you finish a course, you will be entitled to receive a FREE exam voucher from Good e-Learning. We offer one voucher per-exam, so package courses will come with multiple vouchers if necessary. Certain courses may also come with vouchers to retake an exam if you fail.
Exam voucher requests are typically processed within 2 working days. Students must request their exam voucher within the course access period which starts from the date of purchase.
The Open Group exam vouchers
Please contact the Support Team when you are ready to sit your exam.
Please note: you will need to complete at least 80% of your course before you can request your Exam Voucher.
PeopleCert, & DevOps Institute exam vouchers
Good e-Learning Support will process PeopleCert & DevOps Institute exam vouchers when you purchase your course. You will receive your exam voucher via email and you can use the voucher to access your official eBook and book your exam.
ISACA and APMG exam vouchers
Please contact the Support Team when you are ready to sit your exam and they will process your voucher.
CompTIA
Please contact the Support Team when you are ready to sit your exam and they will process your voucher.
Whether or not your exam voucher can be extended will depend on the course that you are taking. For an exact answer, please contact the Support Team.
The Open Group exam vouchers
Exam vouchers cannot be extended. The Open Group will only consider voucher extensions in extenuating circumstances. You may be required to pay an additional fee.
PeopleCert & DevOps Institute exam vouchers
Exam Vouchers can only be extended during the validity period of your exam voucher, though you will be charged an additional fee.
ISACA, APMG
Exam Vouchers could be extended only under certain circumstances, though you will be charged an additional fee.
CompTIA
Exam Vouchers cannot be extended.
How and where you will need to take your exam(s) will depend on the course you are taking. For an exact answer, please contact the Support Team.
The Open Group
- The Open Group exams can be taken in person at authorized PearsonVUE test centers or online through the Pearson VUE online proctoring service. For more information refer to the examination page on The Open Group website https://www.opengroup.org/certifications/take-exam
PeopleCert
A step by step guide for taking your exam is available on the PeopleCert website.
The way in which you will need to book your exam will depend on your course. For an exact answer, please contact the Support Team.
The Open Group
After receiving your exam voucher from Good e-Learning, you will be required to register and book your exam online with PearsonVUE
PeopleCert
Once you received your Exam voucher, you will be required to register with PeopleCert
Certain exams have prerequisites which students must meet in order to take them. This varies from exam to exam, so it will be a good idea to check the information on your course’s page. You can also contact the Support Team for more information.
The Open Group
After completing at least 80% course completion, there are no prerequisites to sit a Level 1 (Foundation) exam. To be eligible to sit a Level 2 (Practitioner) exam you must first pass Level 1 (Foundation). More information on this is available here.
PeopleCert
There are no prerequisites required to sit a Foundation exam. To sit an Intermediate or Practitioner examination you will need to pass Foundation.
The rules for retaking a failed exam depend on which Accrediting body governs the exam for your course.
The Open Group Exams
All candidates are entitled to one free retake. If you fail your exam, please contact the Support Team and provide evidence of your exam result, the team will then be able to provide a retake voucher.
PeopleCert Exams
PeopleCert exams do not automatically entitle candidates to a retake.
A Take2 voucher add-on will allow for a free resit, should you fail your exam. This Take2 add-on can only be requested before your exam voucher is processed.
If you would like to add a Take2 voucher to your booking, please contact the Support Team before purchasing your course.
APMG Exams
APMG does not support a retake program. If you fail an APMG exam, you must purchase a new exam voucher to retake the exam.
Certain exam providers can offer you additional time if you are taking an exam which is not written in your first language. For an exact answer on your specific course, please contact the Support Team. The Open Group exam vouchersAdditional time is available for students whose first language is not English. Approval must be obtained beforehand from The Open Group. Please see The Open Group website for further information. PeopleCert exam vouchersAn additional 25% time will be available for students whose first language is not English. Please note that your examination may also be available in your first language. Please visit the PeopleCert website for information relating to your exam. APMG exam vouchersYou will be required to register and book your exam online with APMG International after requesting your exam voucher from the Support Team. All information needed to book your exam will be provided within the email from APMG International. |
Formats vary considerably between different exams. You can find the exact information about your own exam by visiting the page for your course on our website. You can also contact the Support Team for more information.
The Open Group exams (TOGAF®, ArchiMate®, IT4IT®)
Level 1 (Foundation) examinations, including IT4IT Foundation, are closed-book and involve multiple-choice questions. Level 2 (Practitioner) examinations are open-book, scenario-based, and involve complex multiple-choice questions. If you are sitting the TOGAF Combined examination, then the Level 1 and 2 formats will both apply. More information on exam durations and pass marks is available here.
The assessment for TOGAF Essentials 2018 is taken online. The assessment program includes both a PRACTICE assessment and a live assessment. It is no longer required to pass the Practice assessment before you are invited to take the actual assessment. The Open Group sends invitations for both the Practice assessment and the actual TOGAF Essentials 2018 assessment at the same time. You have unlimited attempts at the Practice assessment until you pass, and three attempts at the actual TOGAF 2018 assessment.
The TOGAF Enterprise Architecture Practitioner and Practitioner Bridge courses require candidates to complete the TOGAF Learning Studies in addition to passing the exam. The TOGAF Learning Studies are a set of scenario-based questions. You’ll complete them during the course and Good e-Learning will verify completion with The Open Group. Further instructions on the TOGAF Learning Studies is available in the he TOGAF Enterprise Architecture Practitioner and Practitioner Bridge courses.
PeopleCert exams (ITIL®, ITIL 4®, AgileSHIFT®, PRINCE2®, PRINCE2 Agile®, MSP®)
All examinations are closed-book. More information on exam durations and pass marks is available here.
ISACA exams (COBIT 2019®)
The COBIT 2019 Foundation exam is closed-book. This is an online proctored exam consisting of 75 questions. More information on the exam’s duration and pass marks is available here.
DevOps Institute exams (DevOps®, DevSecOps®, & SRE®)
All examinations are Open Book, Web-Based. More information on exam duration and pass marks is available here.
APMG exams (AgilePM®, AgileBA®, Change Management)
The exams involve multiple-choice questions. Foundation exams are closed-book, while the Practitioner exams are open-book. More information on exam duration and pass marks is available here.
Exactly when you receive your exam results will depend on the exam provider.
The Open Group
You should receive a notification of a pass or fail within a few minutes of completing the exam via a printed score report, which can also be obtained through your Pearson VUE account. Your result will also be forwarded to The Open Group. They will process it and contact you within six business days to confirm your certification if you have passed.
PeopleCert
You will receive preliminary results on your screen after completing your exam. Official results will be issued within 2 business days and an e-certificate will also be provided. You can order a hard copy of your certificate from your PeopleCert account.
Technical Questions
All courses are hosted on Docebo Learn. You can view the system requirements here.
In summary:
- Desktop – The last 2 versions of most web browser versions are supported
- Mobile – The Go.Learn App is available for download on the iOS and Android app store. Courses can be downloaded for offline viewing. Please ensure you have the latest iOS and Android operation system.
If you are experiencing an issue with your course not loading or a slower-than-expected performance, please try the following steps:
- Clear your cache and try to access the course again
- If you are using Internet Explorer/Edge, please try the latest version of an alternative browser such as Mozilla Firefoxor Google Chrome
If you are still having issues after following these steps, please contact the Support Team and a member of our team will get in touch to provide assistance. Please provide any screenshots or screen recordings of any issues.
Our support team is always on hand to help things run smoothly. Please drop us an e-mail at [email protected], or fill out our brief contact form.
Alternatively, you can call us directly on: UK: +44(0) 800 850 550
Payment & Cancellation
If you are trying to purchase a course and your payment is failing, first try to clear your cookies and cache from your web browser or use an incognito window and try again.
If you are still experiencing issues, please contact our support team
You can change your mind within fourteen (14) days of purchase as long as the course was purchased directly from Good e-Learning and the course materials have not been downloaded, streamed or otherwise accessed.
It is your responsibility to ensure that you meet the system requirements, including compatible hardware, software, telecommunications equipment and Internet service, prior to purchasing any content. We are unable to provide refunds where your access to the Products is inhibited due to insufficient system requirements.
For more information, please see our Terms & Conditions
For an exact answer on your specific case, please contact the Support Team.
