Records, support and closing an academy

The audit log is your academy's record of high-risk actions: who did what, when, and whether it worked. It includes anything Alethris itself did at your academy, such as an action by Alethris Support. Entries are kept for seven years.

Owners and administrators can read the audit log. Anyone else who opens it is told "Your role cannot read the audit trail. Owners and admins can."

Open the audit log

1. Open Academy settings.
2. Choose Audit.

The newest entries come first, twenty at a time. Older moves back through the log, and Newer returns towards the present. Each entry shows:

• When: the date and time it happened.
• Action: what was done, such as a registration being submitted or ownership being transferred, with a line beneath it. The line names a field that changed and its new value, or reads Applied, Did not complete, or "Refused — the actor lacked permission".
• Who: the member of staff, with their role, or Alethris Support, Alethris automation or Alethris when Alethris acted.
• Scope: the kind of record the action touched.

What the log records

The log covers six areas, which are also the choices of the Area filter:

• Sign-in and security: sign-in and account security events recorded for your academy.
• Academy: changes to the academy itself, such as its settings, its public page, its team and invitations, ownership and its registration.
• Assessment and credentials: decisions recorded on learners' work, individual and group, and decisions replaced by a later one; credentials being issued, revoked, replaced, expiring or withdrawn, a credential withdrawn because a learner's completion changed included; certificates being retried; and evidence being confirmed by a second assessor. An expiry is shown as done by Alethris, and only in the log of the academy that issued the credential.
• Billing: a plan starting once its first month is paid, a change of plan taking effect, cancelling or resuming the plan, keeping the current plan instead of a scheduled change, a paid AI credit pack, changes to the academy's billing details, and what Alethris changes for it, such as AI credit adjustments and refunds, Enterprise agreements, manual invoices and plan overrides.
• Payments: payments, refunds and bank transfers.
• Alethris: actions Alethris Support or Alethris security took at your academy, such as bringing your staff roles up to date when Alethris adds to what a role can do.

Routine work is not in the log. Marking attendance, replying to an applicant or editing a lesson lives in the screen that owns it.

Find an entry

• Find an action… searches the action names.
• Area narrows the log to one of the six areas, or All areas.
• When chooses Any date, Last 7 days, Last 30 days or Last 90 days.
• Result chooses Any result, Succeeded, Failed or Denied. A denied action was refused because the person lacked permission.

"Nothing recorded for these filters." means no entry matches. Widen the date range or choose All areas.

When Alethris acted

Where Alethris acted at your academy, the log shows that Alethris acted and what changed, but not which member of the Alethris team did it. The page notes that the full operator record exists and is released under legal review. If you need to know more about something Alethris did, raise a support case for your academy.

How long entries are kept

Entries are kept for seven years. They stay through changes of staff, and the audit trail is kept for as long as the law requires even if the academy later closes.

When something about your academy needs Alethris Support, such as its plan, its settings, a learner's payment or its teaching, raise a support case from the academy workspace. The case belongs to the academy rather than to one person, so colleagues who handle support can read it and carry the conversation on.

A learner's own case is different: it stays between that learner and Alethris Support, and your academy cannot read it.

Who can read and answer cases

Support cases is in the Support section of the academy workspace menu.

• Owners and administrators read, raise, answer, close and reopen every one of the academy's cases.
• Finance administrators do the same, but only for cases about Your Alethris plan or A learner's payment. Other cases do not appear for them.
• Instructors, mentors and assessors do not see Support cases. A question about their own account belongs in the Alethris Hub.

The list of cases

The Support cases page groups the academy's cases by where they stand:

• Awaiting your academy: Alethris Support has answered and needs a reply from you.
• With Alethris Support: Support has the next move. A case reads With Support until someone takes it, then Being worked on.
• Resolved: you can reopen one within 14 days of its resolution if the problem comes back.
• Closed: a closed case stays closed and is kept for three years.

Each case shows its category, its code, its subject, and when it was raised and last active. A case marked "Opened by Alethris Support" was started by Support for your academy.

Raise a case

1. Open Support cases and choose New case.
2. Under What it is about, choose the closest subject: Account access, Academy settings, Your Alethris plan, A learner's payment, Enrolment, Teaching and delivery, Files and video, The assistant, Credentials or Something else. A finance administrator is offered Your Alethris plan and A learner's payment only.
3. Under How urgent it is, choose Low, Normal, High or Urgent. Urgent is for learners or money affected right now; everything else is normal.
4. Write a Subject of at least five characters. It becomes the case's title.
5. Under What happened, describe the problem in at least ten characters. Include what Support needs to find it: a programme, a cohort code, a date or a receipt number.
6. Choose Raise case.

The case opens, waiting for Alethris Support.

Follow and answer a case

Open a case to read the conversation between your academy and Alethris Support. When Support needs something from you, the case shows "Alethris Support is waiting on your academy".

1. Write your answer in Reply. It is plain text.
2. Choose Send reply.

Whoever holds the case at Alethris Support is told at once, and the case goes back to them. A case whose holder has left Alethris Support goes back to the team, for the next person free to take it. When Support changes a case's standing, the person who raised it and anyone at the academy who has replied are told, in the academy workspace and by email. For a case Support opened for the academy, owners and administrators are told.

Close or reopen a case

• Close case ends a case you no longer need. Say briefly why it is done, then choose Close case. Closing does not delete the case, but a closed case cannot be reopened.
• Reopen case appears on a resolved case for 14 days after its resolution. Say what has come back, then choose Reopen case, and the conversation continues where it left off.

A resolved case that nobody reopens closes by itself after 14 days. If the problem comes back after a case is closed, raise a new case.

When it does not work

• "Your role cannot raise a case for the academy". Your role does not include the academy's support cases. Ask an owner or administrator to raise it.
• "The subject needs at least 5 characters." or "Say a little more about what happened: at least 10 characters." Add detail, then choose Raise case again.
• "This case is not here". It may belong to another academy or be a learner's own case, or, for a finance administrator, be about another subject.

Everyone at Alethris has one account, and an academy sees only part of it: what that person does at that academy. If you run an academy, this is what your academy holds about the people who belong to it, what each of them is shown about it, and what your staff can take out of Alethris as a file.

What the academy can see

For every member, staff or learner, the academy sees their name and email from their Alethris account. Beyond that, it depends on what the person does there:

• Learners: their work, submissions and assessments at this academy, and their attendance and payments here.
• Staff: everything they administer at this academy.
• Owners and finance administrators: also the billing and settlement they are responsible for.

The academy never sees anything a person does at another academy, nor their password, their sessions or their account settings. A learner's own support cases with Alethris Support are not visible to the academy either.

Some of what the academy holds is written by staff and never shown to the learner, such as an assessor's private notes on a review and any reason given for rejecting work.

What each member sees about it

Each member can check this for themselves in the Alethris Hub. Under My academies, choosing an academy's name opens their membership page, headed with that name. It shows:

• Your membership: their Roles, Member since, their Enrolments and the Credentials they earned there;
• What academy can see, listing the items above that apply to them, and Never visible to it, listing what the academy cannot see;
• Leaving academy, with Leave this academy, which ends their access to its workspace and cancels any place or application they hold there. Credentials they earned there stay on their Skills Passport and remain verifiable.

The academy's only active owner cannot leave until someone else is made owner. Leaving is unavailable while the academy is read-only or suspended.

A copy of a person's own data

Any person can ask for a copy of everything Alethris holds about them, from Account and security in the Alethris Hub, under Your data, with Prepare my data. When they do, your academy's owners and administrators receive a notice in the academy workspace, "Someone took a copy of their data", without the person's name; the person may be a learner or a member of staff, past or present. Nothing your academy holds about anyone else is shared with them: for staff, the copy carries their own questions to the staff assistant but not its answers.

Exports your staff can make

Three lists in the academy workspace have Export, which saves the rows the list is showing as a CSV file that opens in any spreadsheet:

• Learners: each learner's name, email, cohort, progress, attendance, number of risk flags and enrolment status. It saves the learners on the page of the list you are viewing, with your search and filters applied.
• Announcements: each announcement's title, message, audience, status, number of recipients, how many opened it, whether it was sent by email, and when it was posted, for the page you are viewing.
• Advanced search: the results loaded so far, in the columns shown, once a search has conditions.

Each export is only what the person exporting could already see on screen. For every record at once, an owner or administrator can take a copy of your academy's data. A file saved to a computer is outside Alethris, so treat it as you would any record of personal details: keep it only as long as you need it. A value that begins with =, +, - or @, such as a name, is saved with an apostrophe in front, so a spreadsheet shows it as written and never runs it as a formula.

When something looks wrong

• A member asks why the academy can see something. Point them to their membership page, which lists what the academy sees for their roles.
• "You are the last owner of this academy". An owner who wants to leave must first make someone else owner, as the Team, roles and permissions guide describes.
• An export holds fewer rows than expected. Export saves only the rows the list is showing, not every page of it.

An owner or administrator can take a copy of every record your academy holds, from Academy settings, then Academy data. The copy is an archive of tables that open in any spreadsheet, with longer content such as lessons as separate files, the files uploaded to the academy in archives of their own, and anything left out named inside it. It can be taken at any time, including while the academy is closing.

Prepare a copy

1. Open Academy settings, then Academy data.
2. Choose Prepare a copy, or Prepare a new copy if one was prepared before.
3. Wait while the page shows Preparing the academy's copy. A copy usually takes a few minutes, and you can leave the page: whoever asked is sent a notice and an email, "The academy's data is ready", when it is done.
4. Choose Download the copy. When the academy holds uploaded files, the page offers Download the records and a Files, part button for each archive of files, with its size; download each one.

Only one copy is prepared at a time. If another owner or administrator has already asked, the page shows that copy being prepared rather than starting a second. Each person can ask for a copy up to three times a day.

A copy can be downloaded for seven days, by any owner or administrator. After that the page shows The last copy has expired, the archive is removed, and you can prepare a new one.

What the copy holds

The first archive, the records, holds a README.txt that explains the copy, a manifest.json listing every file, and one .csv file for each kind of record, such as:

• academy.csv and domains.csv: the academy's profile, public details, registration and web addresses;
• members.csv and staff-invitations.csv: everyone who belongs to the academy, with their roles, and the invitations it sent;
• programmes.csv, cohorts.csv and cohort-sessions.csv, with each programme version's modules, lessons and assignments in the programmes folder;
• applications.csv, enrolments.csv, attendance.csv and lesson-progress.csv;
• submissions.csv, assessment-reviews.csv and credentials.csv;
• payments.csv, refunds.csv and payouts.csv, and the academy's invoices.csv and AI credits;
• announcements.csv, with each announcement's text in the announcements folder, and audit-log.csv.

The archives after it hold the files uploaded to the academy, such as lesson resources, learners' work, certificates and logos, in folders by what they were uploaded for. Each holds up to about 90 MB, and carried-files.csv in the records says which archive holds each file.

In every table a person is named by their user_id, and members.csv gives each one's name and email. Times are in UTC. Money is in the currency's smallest unit beside its currency, so 150000 with NGN is 1,500.00 naira.

What it leaves out

The README names everything the copy leaves out, and why. It lists the academy's videos in videos.csv but does not include them: they are streamed by our video provider, which does not hand them back, so keep your own copies of the originals. A copy carries up to about five gigabytes of files; carried-files.csv names any beyond that, and Alethris Support can send them. It also leaves out each learner's Skills Passport, work a learner has not yet handed in, assessments not yet finalised, conversations with the Study Guide and the staff assistant, and each member's saved searches and notices. Each person can take a copy of their own data from Account and security.

Keeping it safe

The copy holds the personal details of everyone at the academy. Only owners and administrators can prepare or download it, every request and download is recorded in the academy audit log, and Alethris Support cannot take a copy during a support session. Once it is downloaded, keep it as carefully as the academy keeps its records.

While the academy is closing

The bar across the top of every workspace page says when the academy closes and offers Take a copy of the academy's data, which opens Academy data. Copies can be prepared and downloaded there until the academy closes for good.

When something goes wrong

• Owners and Administrators only. Your role cannot take a copy. Ask an owner or administrator.
• The last copy could not be prepared. The page gives the reason: part of the academy's records could not be gathered, the copy could not be put together, or the records are too large for one download, which Alethris Support can help with. Choose Prepare a new copy, and contact Support if it fails a second time.
• Could not start the copy. The message says why, such as having asked three times today. Try again later.

Closing an academy ends it for good. It becomes read-only the moment an owner closes it, and after 30 days its own material is removed for good; until then, an owner can keep it. The credentials it issued stay valid and verifiable, because the people who hold them rely on them.

Only an owner can close an academy, with their password: the Closing this academy card, at the foot of Academy settings, then Profile, appears to owners alone.

Before you close

Two things must be settled first, the plan and the cohorts. Until they are, the card names what is in the way and Close this academy stays unavailable.

• Cancel the subscription first. The card names the paid plan and the date it is paid until. Choose Cancel subscription on the Billing page. A subscription that has been cancelled, and is only running to the end of its paid period, no longer stands in the way.
• The Enterprise agreement is still running. It stands in the way until the date the card gives. Its term is set with Alethris, not on Billing: choose Ask Alethris about the agreement to raise a support case.
• Cohorts are still teaching. The card lists each published or running cohort whose learners have not all finished or left, with how many and when it ends. Let each finish and complete it, or cancel it.

A free trial never stands in the way: it ends on its date, and nothing is charged. Nor does a plan that Billing marks Not renewing, which runs to the date it is paid until. Self-paced learners do not hold up a closure either, so tell them before you close.

Close the academy

1. Open Academy settings, then Profile.
2. In Closing this academy, read what closing removes and keeps.
3. Choose Close this academy.
4. Read the dialog, headed "Close this academy?": "It becomes read-only immediately. Nothing is removed for 30 days, and it can be kept at any point before then." On a free trial it adds "Its free trial ends too, on date, and nothing is charged."
5. Enter Your password, if asked.
6. Choose Close this academy.

The 30 days that follow

The academy becomes read-only at once, at its custom domain too until the closing date. Everyone can read their records, but nothing can change: learners cannot pay, submit work or leave, and staff cannot change anything except that an owner or administrator can revoke a credential. Every member is told by notice and email that the academy is closing and when, that their credentials stay valid, and that they can take a copy of their data from Account and security.

A bar across the top of every workspace page reads "This academy closes on date. Until then it can be read but not changed." Controls that would change something are shown unavailable and say why; filters, search, downloads, support cases and marking notifications read still work. The bar offers Take a copy of the academy's data, which opens Academy data. Learners see a bar of their own, with Take a copy of your data.

Profile shows Closing, with the date. To change your mind, choose Keep this academy, on the bar or on Profile. The academy returns to how it was, nothing is removed, and every member is told that it is staying open. A free trial still running carries on. Alethris Support can also keep a closing academy on the owner's behalf.

A learner's payment already under way when closing began does not start the place; it is refunded.

A plan payment started before closing can still go through. The plan then runs to the end of the month paid for without renewing (Billing shows "Your subscription ends date"), unless the academy is kept.

What happens at the end

After 30 days, the academy is closed for good. Its uploaded files and videos, session recaps, the files applicants sent with their applications, branding, registration, public page, custom domain and announcements are removed, along with its learners' risk flags, check-ins and unfinished review drafts. Remove the custom domain's DNS records where it is registered. The card says that everything its staff recorded privately about learners goes, but private notes and reasons for rejecting on decisions already recorded stay with the teaching record.

What stays:

• Credentials the academy issued stay valid and verifiable, and so does the record of who studied what, which they are built on.
• Each learner keeps their work and what they were told about it, and can take a copy.
• Financial records and the audit trail are kept for as long as the law requires.

When closing is refused

• Close this academy is unavailable. The card names what is still in the way: the plan, a cohort that is still teaching, or both. Settle each one, then reload the page. Billing offers Cancel subscription while a plan renews and while its renewal is unpaid; an Enterprise agreement stops standing in the way on the date it ends.
• "The academy could not be closed. Check your password and try again." The password was wrong: enter the one you use to sign in to Alethris.
• Another reason. The dialog names what got in the way after the page loaded, such as a learner taking a cohort place. Reload and check the card.