Partner Reaccreditation FAQs

This article covers common queries regarding the partner reaccreditation process. If you cannot find an answer to your query in this article, please contact out partner team.

Trouble Logging In?
If you are experiencing difficulty accessing the training hub, please contact the channel management team for assistance via partner.team@arbor-education.com 

My re-accreditation is due, but I haven't received any communication from Arbor. What should I do?
Our system automatically generates the first re-accreditation reminder 90 days before your due date. If you have not yet received a notification from us, please check when your re-accreditation is due, to ensure that you are within the 90-day window. If you are within the 90 days, raise a support ticket. We will then promptly verify your due date and ensure your re-accreditation process is activated immediately.

A training video is skipping or pausing. What should I do?
If you are experiencing playback issues (such as skipping or pausing) due to buffering or loading problems, please download the video directly to your device. Watching the local, downloaded file will ensure uninterrupted viewing.

How do I book my Partner Training Re-accreditation slot? 
To arrange your re-accreditation training, simply navigate to the course contents in the Training Hub and use the embedded booking calendar. After booking, a calendar invite and joining link will be sent directly to you.

I have a new person joining my team. How do they access the initial accreditation? 
Please email the Channel Management Team at partner.team@arbor-education.com detailing the name and email address of your new team member.  Access to the training platform will then be shared with them directly.

We don’t currently offer training to schools, but would like to do so in the future.  What should we do?
We have some great resources available to assist partners deliver training to schools. Reach out to the Channel Management Team at this email address partner.team@arbor-education.com and we can advise further.

My support operation is now split across 1st/2nd and 3rd line support. How would you suggest we manage accreditation and what would be the impact if we decided not to re-accredit everyone?
Anyone not accredited as a bare minimum Core level would not be permitted to raise tickets. Partners agents would potentially struggle to provide first line diagnostics to your schools and resolve simple queries as re accreditation provides product updates, scenarios and troubleshooting to help with Arbor knowledge. It might also impact on your own ticket resolution times and mean your team miss out on valuable resources.

My advanced re accreditation date is several months after I've completed core re accreditation. Can I access it earlier to complete or should I wait?  
We appreciate that you may prefer to complete both courses together, so we have made the core and advanced training available at the same time. This is entirely optional, and you are welcome to complete the advanced course later if you prefer. We will only send reminder emails as your due date approaches.  

How can I tell which members of my team are due to re-accredit and when?
You can view your team’s progress via the Scorecard link emailed to you each month. At the bottom of the scorecard, you will find a section titled Core Users. This section displays a list of contacts within your organisation along with their re-accreditation due dates.

Note: The scorecard automatically defaults to Active Partner Users. Click the arrow to view users whose accreditation has expired.

Helpful tip: Click the three dots (shown to the right of the image below) to download the data. This will make it easier to view all available fields.

My scorecard doesn’t show everyone in my organisation who supports Arbor. What should I do?
If members of your team are missing, please contact the Channel Management Team with the details and they will look into this.