360training Customer Service — Expert Guide for Users and Administrators

Overview of 360training Support Services

360training provides online compliance, safety, and professional development courses to individuals, employers, and government entities. Customers contact support for four primary reasons: enrollment and billing, technical access to courseware, issuance or re-issuance of completion certificates, and enterprise/LMS integrations. Understanding these categories up front shortens resolution time because each follows a different workflow and internal SLA.

Support handles both consumer-grade queries (single-course purchases, mobile playback, certificate downloads) and business-grade needs (bulk invoicing, SSO/LDAP, SCORM/LTI exports). Expect different response processes: consumer tickets are routed through the standard help queue, while enterprise accounts typically have a designated account manager or prioritized queue with documented escalation paths.

Contact Channels, Availability and Typical Response Times

360training’s primary access point is the central website (https://www.360training.com) and the site’s Help/Contact area. Typical channels are: live chat embedded on the site, phone support for billing/registration questions, and a ticket/email system for technical problems or requests requiring file attachments. For many issues a “support ticket” is opened and assigned a case number, which you should reference in any follow-ups.

Typical industry-standard response expectations you should plan around: live chat initial reply within 5–15 minutes during staffed hours, phone wait times under 10 minutes on business days, and email/ticket responses within 24–48 business hours. For refunds or financial reconciliation you should allow 7–14 business days for funds to post back to the original payment method due to payment processor timing.

Support Performance, SLAs, and Metrics to Expect

Operationally, support organizations in e-learning measure first-contact resolution (FCR), mean time to respond (MTTR), and ticket backlog. For a mature provider, reasonable internal targets are FCR ≥ 65%, MTTR for technical tickets ≤ 72 hours, and billing/refund resolution in 7–14 business days. If you are negotiating enterprise terms, these metrics should be included in the service agreement.

Certificates and state reporting have their own cadence: immediate PDF certificates are commonly available the moment a course is marked complete; however, state-mandated reporting (for real estate, environmental, or trades licensing) can take 24–72 business hours to appear in a regulator’s system depending on the agency. Always request the certificate number and the reporting confirmation ID from support if your licensing board requires tracking evidence.

Common Issues and Practical Resolutions

Access problems are the single largest category: users often have browser cache problems, pop-up blocker interference, or unsupported browser/device combinations. A standard troubleshooting sequence is: clear cache, try incognito/private mode, disable ad-blockers, confirm browser is one of the current supported versions (Chrome, Firefox, Edge, Safari), and test on another device. If playback errors persist, capture the browser console log and a timestamped screenshot to attach to your ticket.

For billing disputes or duplicate charges, gather proof: order number(s), transaction date/time, last four digits of the payment card, and any order confirmation emails. Support teams process duplicates by validating transaction IDs and, if validated, issuing refunds or account credits according to their policy. For certificate issues (missing or incorrect name), request a reissue and provide the exact legal name, email, completion date, and course SKU.

• Essential information to provide when contacting support: order number, purchaser’s full name, account email, course SKU or title, date/time of purchase, screenshots of errors, browser and device details, and any error codes or console output.
• When escalating: include the original ticket/case number, desired resolution (refund, reissue, technical fix), and a firm deadline (e.g., “Please confirm resolution within 72 hours”); this makes it easier for supervisors to prioritize.

Payments, Refunds, and Cancellation Procedures

Refund policies differ by product (single-course, subscription, corporate bulk). Consumers should review the specific course terms at purchase; in many cases there is a 30-day refund window for unused courses, while specialty or state-mandated courses may be non-refundable once accessed or completed. For credit card refunds, allow 7–14 business days for the payment processor to complete reversal and 1–3 business days for credits to appear in a merchant account if a corporate credit is issued.

For corporate/bulk purchases, invoices and net terms (30/60 days) are common. Volume discounts may apply at thresholds (for example, 50+ seats). If you require a tax-exempt transaction or need a PO number applied, provide the exemption certificate and PO at the time of ordering to avoid invoice adjustments. Chargebacks are handled through the payments team — avoid the added delay by resolving through support first and keeping all ticket records.

Escalation Paths, Compliance Matters, and Enterprise Support

Escalation should be structured: first open a ticket and reference the assigned case number; if unresolved after the stated MTTR, request escalation and ask for a timeline and a supervisor name. For enterprise customers, an account manager or technical account lead should be assigned; SLA commitments including uptime, data retention, and privacy controls must be part of the master services agreement (MSA).

Compliance is critical for regulated industries: request documentation that 360training maintains for audit (course versions, reporting logs, certificate issuance timestamps). For integrations, ask for API documentation, SSO configuration guides (SAML 2.0 or OIDC), SCORM/LTI export options, and sample manifests; these technical artifacts shorten implementation time and reduce back-and-forth with support.

• Fast-issue troubleshooting checklist: reproduce the issue with a minimal test user, collect system/browser info, capture screenshots and console logs, confirm course SKU and module/page where error occurs, and open a ticket attaching these artifacts.

Tips to Maximize Speed and Success with Support

Be concise and evidence-driven. Tickets that include the exact order ID, timestamps, screenshots, tested devices/browsers, and the steps to reproduce are resolved far faster than descriptive-only requests. If you represent an organization, include the number of affected users and whether a workaround exists so support can prioritize severity (single-user vs. enterprise outage).

Use account-level admin functions when possible: administrators can often download bulk certificates, view reporting logs, and reassign seats without support intervention. If you are an administrator, keep a standard form or template for company learners to submit when they need help—this standardizes incoming data and shortens resolution time.

Resources, Documentation and Where to Find Help

Primary authoritative resources are the company website (https://www.360training.com) and the on-site Help/Support section where you can submit tickets, access FAQs, and find technical guides. Always reference the Help Center article that most closely matches your problem when opening a ticket; this speeds routing to the correct specialist queue.

Keep records of all communication: save ticket numbers, support emails, and any attachments. For long-running or repeat issues, request a root-cause analysis (RCA) in writing and add it to your internal knowledge base so your team can avoid the same friction in the future. If you are negotiating enterprise terms, secure explicit SLAs and escalation contacts in the signed agreement to guarantee response/resolution expectations.

Where is 360training located?

Austin, Texas
360training was born in 1997 with just three employees in a small office on 6th Street in Austin, Texas.

How much does the OSHA 10-hour course cost?

All OSHA 10-Hour courses are only $59. All OSHA 30-Hour courses are only $159.

Is a 360 training certificate legit?

360training.com, Inc. is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard.

Can I get a refund on 360 training?

What If I Need a Refund for My Training Course? If for some reason you are not happy and would like a refund, send us a request within 72 hours of purchase. Here are the eligibility requirements you must meet: Your purchase was made no more than 72 hours prior to your refund request.

Is 360 training ServSafe?

ServSafe, 360training, and FoodSafePal offer nearly identical food handler training. They share the same ANAB-accreditation and are accepted nationwide.

What is the phone number for OSHA 360 training?

Manager can create a ‘Training Plan’ fit for their business needs. Full Manager access is included with a Master Service Agreement relationship. If you would like Full Manager access, you may email our Inside Sales Team at [email protected] or call 866-991-3920 during normal business hours to discuss your options.