Thank you for being an active part of PMI’s online community on ProjectManagement.com. To better serve you, we’re formalizing our support expectations and response times, so you know exactly what to expect when issues arise.
Support Hours & Response Times
Our Online Community team operates within the United States as part of PMI Global. Our support timeframes include:
• Initial Response: Within 3–5 business days after your request is received.
• Resolution Timeline: Varies depending on the type and severity of the issue (see below).
• Responses are not guaranteed on weekends and U.S. holidays.
Severity Levels & Time Frames
Our commitment is to reply to all incoming reports. Below is a breakdown of first response times you can expect. Note that time to first response does not guarantee that the issue will be resolved in that same timeframe.
• 24-48 hour first response time: immediate and widespread member experience functionality issues like log-in issues, live webinar troubleshooting, and webinar recording access.
• 2-3 business day first response time: PDU allocation and support, profile issues, broken links to critical article content
• 3-5 business day first response time: blogs, content submissions, feature requests, badging, PMChallenge issues, PMwars issues.
This ensures that our team is able to direct attention to issues depending on how widespread they are, but we will of course reply to everything within 3-5 business days. If you believe something requires immediate attention, please contact the PMI Customer Care team through these channels.
About Tagging PM Team Members in Posts
To keep requests organized and addressed efficiently, please do not tag individual Online Community Specialists in posts or create daily posts expecting immediate resolution. This slows down the process and increases the risk of missing your issue. PMI team members are not obligated to reply to tags like this. Repeated use of tags to surface issues may require moderator intervention.
How to Report Issues
The most effective way to report a technical issue on ProjectManagement.com is to email us at [email protected]. Please be sure to include relevant screenshots and links so we can effectively troubleshoot the issue.
Emailing the queue ensures your request is seen by the entire team and can be addressed more quickly and comprehensively. Once you receive acknowledgment of your email, you can be assured that your issue has been reported, and the team is working towards a resolution. We may reach out for additional information, and we will notify you to close out the issue upon resolution.
As a reminder, the Online Community Specialists are not part of the Customer Care team, and we’re not equipped to resolve account or technical issues directly. If you or a fellow community member needs help with a customer service issue, please contact Customer Care through the official support channels.
Going Forward
Now that these guardrails are in place, you can expect our team to reference these guidelines and reporting pathways when responding to future requests. This framework helps us deliver consistent, equitable, and timely support for all members. Thank you for your collaboration in helping us create a community that works smoothly for everyone.
PMI Team Member
