Committed to Your Success

Before we get into the specifics of Waymaker, let's talk about how the Lumen team is committed to providing the support you need to ensure a successful experience this term. Please reach out to us with any and all questions or concerns using the channels below.

As you teach with Waymaker, bookmark this link for all of your support needs: support.lumenlearning.com

Faculty Support

The Lumen team is committed to providing the support you need to ensure a successful experience. Please reach out to us with any and all questions or concerns using the channels below.

New Self-Help Resources. Also at support.lumenlearning.com is the Faculty User Guide, a new online knowledge base containing articles, FAQs and other helpful resources about Lumen courses and technology.
Customer Success Team. Our customer success team is here to provide personalized support. Please send your requests to support.lumenlearning.com. This helps us systematically track and follow through to meet your needs.
OER Office Hours. Join Lumen Learning team members and your peers from a wide variety of educational institutions for open office hours to get help with Lumen Candela and Waymaker courses, and Open Educational Resources (OER).

A Note on Learning Management Systems

All faculty and students will access Waymaker courseware via your institutions’ Learning Management System (LMS). In this way, you can freely access the courseware without needing to track a separate username and password, and you never need to leave the course’s learning environment.

This means that you may have questions or encounter issues that relate not only to the Waymaker courseware but also to the LMS you are using. Lumen is working with technology and instructional design teams at partner institutions to integrate courseware in each LMS. The best sources of support for LMS-related questions and issues are your institution’s academic technology support resources, instructional designers and LMS administrators.

Get answers to all your questions – including how to use the courseware, how to teach with the courseware or how to resolve a technical issue – through these support resources:

Training Materials. The training materials in this course are designed to address common needs and frequently asked questions. These materials will be transferred to a searchable knowledge base and expanded as we improve these resources.
Customer Success Team. Our customer success team is here to provide personalized support. Please send your requests to support.lumenlearning.com and include “Waymaker” in the subject line. This helps us systematically track and follow through to meet your needs.

Student Support

In Lumen’s experience, the vast majority of student questions represent “teaching moments” rather than true technical support needs. Accordingly, the pathway for student support is:

Documentation. Lumen has provided technical requirements to share with students. Since the student experience is different in each institution’s LMS, we recommend adapting these materials for your course.
Faculty. Students should first direct questions regarding how to study using the courseware to faculty members because this allows faculty to identify and take advantage of these “teaching moments.”
Lumen. When student needs require direct support from Lumen, faculty should submit a request to Lumen using the Faculty Support channels. Examples include:
- Issues with content or assessment items
- Accessibility challenges
- Technical issues with the Waymaker courseware

We have also created a Student Orientation titled Succeeding With Waymaker.

Your Support Requests Helps Us Improve

When you contact us at support.lumenlearning.com, you help us not only to respond to your immediate need but also to track and identify common needs across our partners. This information will help inform the ongoing development of our support resources. Don’t forget to put “Waymaker” in the subject line.