DraftInternal

SW-SAAS-TRN-001

Swedwise SaaS Platform - Training Catalog

Version

1.0

Owner

Training Manager

Effective Date

2025-01-15

Review Date

2025-07-15

Swedwise SaaS Platform - Training Catalog

Document Control

Document ID: SW-SAAS-TRN-001
Version: 1.0
Status: Draft
Owner: Training Manager
Effective Date: 2025-01-15

At Swedwise, we believe in empowering our customers to maximize the value of our SaaS platform through comprehensive, practical training. Our training approach reflects our brand promise: "Make Time For The Good."

Our Training Principles:

Efficiency First - Focused, practical content that respects your time
Role-Based Learning - Tailored to specific job functions and responsibilities
Hands-On Practice - Real scenarios and exercises using actual platform features
Ongoing Support - Training doesn't end after the first session; continuous learning resources available
Flexible Delivery - Multiple formats to fit your organization's needs and schedules

1.2 Delivery Methods

Instructor-Led Training (ILT)

Live sessions with certified Swedwise trainers
Interactive Q&A and discussion
Available on-site or virtually
Maximum class size: 12 participants for optimal interaction

Self-Paced Learning

On-demand video tutorials
Interactive documentation
Practice environments
Learn at your own pace, on your schedule

Virtual Instructor-Led Training (VILT)

Live remote sessions via video conference
Same quality as on-site training
Reduced travel time and costs
Screen sharing and hands-on exercises

Blended Learning

Combination of self-paced preparation and instructor-led sessions
Maximizes efficiency of instructor time
Recommended for complex topics

1.3 Certification Options

Swedwise offers certification programs for key roles:

Certified Platform Administrator - Platform-wide administration skills
Certified Template Designer - Document template development expertise
Certified Integration Developer - API integration and development skills

Certifications require:

Completion of required training courses
Passing score (80%) on certification exam
Valid for 2 years (recertification available)

2. Training Audiences

2.1 Administrators

Who: IT staff responsible for platform configuration, user management, and security

Key Responsibilities:

Tenant configuration and settings
User and role management
Security and access control
Monitoring and basic troubleshooting

Recommended Training Path:

Platform Orientation (2 hours)
Platform Administration Fundamentals (4 hours)
Component-specific administration courses
Advanced Security and Access Control (3 hours)

2.2 Template Designers

Who: Business analysts, technical writers, or developers who create document templates

Key Responsibilities:

Design and develop document templates
Implement business logic in templates
Test and validate template output
Maintain template libraries

Recommended Training Path:

Platform Orientation (2 hours)
Template Designer Fundamentals (8 hours)
Advanced Template Development (8 hours)
Template Best Practices (4 hours)
Certification exam (optional)

2.3 Developers/Integrators

Who: Software developers integrating the platform with other systems

Key Responsibilities:

API integration development
Data mapping and transformation
Error handling and logging
Performance optimization

Recommended Training Path:

Platform Orientation (2 hours)
API Fundamentals (4 hours)
Component-specific API courses
Integration Patterns and Best Practices (4 hours)
Certification exam (optional)

2.4 End Users

Who: Staff who use the platform for their daily work

Key Responsibilities:

Generate documents or send notifications
Track delivery status
Basic troubleshooting
Report issues

Recommended Training:

Platform Orientation (2 hours)
Component-specific end user training

2.5 Managers

Who: Business leaders overseeing platform usage

Key Focus:

Platform capabilities and business value
Usage monitoring and reporting
ROI tracking
Strategic planning for expansion

Recommended Training:

Executive Overview (1 hour)
Reporting and Analytics (2 hours)

3. Platform Training (Applies to All Components)

3.1 Platform Orientation

Course ID: PLAT-ORI-001
Duration: 2 hours
Format: VILT or self-paced
Target Audience: All users

Learning Objectives:

Understand the Swedwise SaaS platform architecture
Navigate the platform interface
Understand multi-tenancy concepts
Access support and documentation resources

Topics Covered:

Platform overview and components
User interface navigation
Tenant structure and isolation
Security model overview
Support portal usage
Documentation and resources

Prerequisites: None

Included in: Standard onboarding package

3.2 Platform Administration Fundamentals

Course ID: PLAT-ADM-001
Duration: 4 hours
Format: ILT or VILT
Target Audience: System administrators

Learning Objectives:

Configure tenant-level settings
Manage users, roles, and permissions
Configure authentication and SSO
Monitor platform health and usage
Perform basic troubleshooting

Topics Covered:

Tenant configuration console
User management and provisioning
Role-based access control (RBAC)
SSO configuration (SAML, OAuth)
Usage monitoring and dashboards
Audit logs and compliance
Support ticket management
Basic troubleshooting procedures

Prerequisites: PLAT-ORI-001

Included in: Standard onboarding package (1 session)

Hands-On Labs:

Lab 1: Create and manage users
Lab 2: Configure roles and permissions
Lab 3: Set up SSO integration
Lab 4: Review audit logs and usage reports

3.3 Advanced Security and Access Control

Course ID: PLAT-SEC-001
Duration: 3 hours
Format: ILT or VILT
Target Audience: Security administrators, compliance officers

Learning Objectives:

Implement security best practices
Configure advanced access controls
Manage API keys and secrets
Ensure compliance with security policies
Respond to security events

Topics Covered:

Security architecture overview
Multi-factor authentication (MFA)
API authentication and authorization
Secret management and rotation
Network security controls
Data encryption (at rest and in transit)
Security monitoring and alerts
Incident response procedures
Compliance reporting (GDPR, ISO 27001)

Prerequisites: PLAT-ADM-001

Cost: Additional (not included in standard onboarding)

Hands-On Labs:

Lab 1: Enable and test MFA
Lab 2: Configure API key policies
Lab 3: Review security audit logs
Lab 4: Generate compliance reports

3.4 Platform Integration Basics

Course ID: PLAT-INT-001
Duration: 4 hours
Format: ILT or VILT
Target Audience: Developers, integration specialists

Learning Objectives:

Understand platform API architecture
Implement authentication for API access
Handle common integration patterns
Implement error handling and retry logic
Monitor integration health

Topics Covered:

API architecture and design principles
RESTful API fundamentals
Authentication methods (API keys, OAuth)
Rate limiting and throttling
Webhook configuration
Common integration patterns
Error handling and logging
Testing and debugging integrations
Performance optimization

Prerequisites: PLAT-ORI-001, basic programming knowledge

Included in: Standard onboarding package for technical users

Hands-On Labs:

Lab 1: Authenticate and make first API call
Lab 2: Implement error handling
Lab 3: Configure and test webhooks
Lab 4: Monitor integration performance

4. Training Delivery Options

4.1 Standard Training (Included in Onboarding)

Every new customer receives the following training as part of their onboarding package:

Included Sessions:

Platform Orientation (2 hours) - Up to 20 participants
Platform Administration Fundamentals (4 hours) - Up to 6 administrators
Component-specific training (varies by component) - Up to 12 participants per component

Delivery Window: Within first 30 days of service activation

Format: Virtual instructor-led (VILT) by default; on-site available for additional fee

Scheduling: Coordinated during onboarding kickoff

4.2 Additional Training Sessions

Customers can purchase additional training sessions beyond the standard onboarding package.

Pricing:

Half-day session (up to 4 hours): 12,000 SEK
Full-day session (up to 8 hours): 20,000 SEK
Multi-day workshops: Custom pricing

Includes:

Certified instructor
Training materials
Access to practice environment
Course completion certificates

Does NOT include:

Travel expenses (for on-site training)
Custom content development

4.3 On-Site Training

Swedwise trainers can deliver training at your location.

Best For:

Large groups (15+ participants)
Organizations with limited remote capabilities
Highly customized training needs

Additional Costs:

Trainer travel time: 1,500 SEK/hour
Travel expenses (flights, accommodation, meals): At cost
On-site facilities and equipment: Customer responsibility

Minimum: Full-day engagement (8 hours)

4.4 Virtual Training (VILT)

Live, interactive training delivered via video conference.

Benefits:

No travel costs
Flexible scheduling
Same quality as on-site
Record sessions for future reference

Requirements:

Stable internet connection (minimum 5 Mbps)
Video conferencing capability (Teams, Zoom, Google Meet)
Headset with microphone (recommended)
Dual monitors (recommended for hands-on exercises)

Platform: Customer's preferred video conferencing tool

4.5 Self-Paced Learning

Access to on-demand training materials.

Included with Subscription:

Video tutorial library
Interactive documentation
Knowledge base articles
Practice environment access

Available 24/7 via Customer Portal

Content Updated: Quarterly with new features and improvements

5. Training Schedule

5.1 Onboarding Training

Scheduled during onboarding process, typically delivered within first 30 days of service activation.

Timeline:

Week 1: Platform Orientation
Week 2: Administrator training
Week 3-4: Component-specific training

Scheduling: Coordinated by Customer Success Manager

5.2 Regular Training Calendar

Swedwise offers open enrollment training sessions throughout the year.

Quarterly Public Sessions:

Platform Administration Fundamentals
Template Designer Fundamentals
API Integration Basics

Monthly Webinars:

New features and updates (1 hour)
Tips and tricks series (1 hour)
Q&A sessions (1 hour)

Schedule Published: 90 days in advance via customer portal

Registration: First-come, first-served; maximum 12 participants per session

Cost: Included with active subscription

5.3 Custom Training Requests

Organizations can request custom training sessions tailored to their specific needs.

Request Process:

Submit request via customer portal
Schedule consultation with Training Manager
Define scope, audience, and objectives
Receive proposal with timeline and pricing
Schedule and deliver training

Lead Time: Minimum 4 weeks for custom content development

Pricing: Based on complexity and duration; starts at 25,000 SEK

6. Training Materials

6.1 Documentation

User Guides:

Step-by-step instructions for common tasks
Searchable and indexed
Available in PDF and online formats

API Documentation:

Complete API reference
Code examples in multiple languages
Interactive API explorer

Administrator Guides:

Configuration references
Troubleshooting guides
Best practices

Access: Customer portal (credentials required)

6.2 Video Tutorials

Tutorial Library Includes:

Feature overviews (5-10 minutes)
How-to videos (10-20 minutes)
Advanced techniques (20-30 minutes)
Recorded webinars

Format: High-quality screen recordings with narration

Languages: English (Swedish subtitles available for key content)

Access: Customer portal, YouTube (public content)

6.3 Hands-On Labs

Practice Environment:

Isolated sandbox tenant for training
Pre-loaded with sample data
Safe to experiment without affecting production
Reset capability

Lab Exercises:

Step-by-step guided exercises
Challenge scenarios
Answer keys and solutions

Access: Provided during instructor-led training; available for self-paced learners upon request

6.4 Quick Reference Guides

Format: Single-page PDF or laminated cards

Content:

Common keyboard shortcuts
Frequently used procedures
Troubleshooting checklist
Support contact information

Use Cases: Desk reference for daily work

7. Certification Program

7.1 Certified Platform Administrator

Prerequisites:

Completion of PLAT-ADM-001
Component-specific administrator training
3 months platform administration experience (recommended)

Exam Format:

60 multiple-choice questions
90 minutes
Passing score: 80%
Online proctored

Exam Fee: 3,000 SEK

Validity: 2 years

Recertification:

Complete recertification exam (reduced scope)
Or complete advanced training course + project submission

7.2 Certified Template Designer

Prerequisites:

Completion of CN-DES-001 and CN-DES-002
Submission of portfolio (3 template examples)
6 months template design experience (recommended)

Exam Format:

Practical exam: Design template to specification (4 hours)
Written exam: 40 multiple-choice questions (60 minutes)
Passing score: 80% on both components

Exam Fee: 5,000 SEK

Validity: 2 years

Recertification:

Submit updated portfolio
Complete advanced topics course

7.3 Certified Integration Developer

Prerequisites:

Completion of PLAT-INT-001 and component API courses
Submission of code samples
Programming proficiency in at least one language

Exam Format:

Practical exam: Build integration to specification (4 hours)
Written exam: 40 multiple-choice questions (60 minutes)
Passing score: 80% on both components

Exam Fee: 5,000 SEK

Validity: 2 years

Recertification:

Submit new integration project
Complete API updates course

7.4 Certification Benefits

For Individuals:

Industry-recognized credential
Digital badge for LinkedIn and email signature
Listed in Swedwise certified professional directory
Priority access to beta features and early training

For Organizations:

Demonstrated expertise
Reduced support incidents
Faster onboarding of new team members
Eligibility for partner program (if applicable)

8. Component-Specific Training

Detailed training for each platform component is documented separately.

8.1 Communications Training

Document: SW-SAAS-TRN-COMP-001

Available Courses:

Template Designer Fundamentals (8 hours)
Advanced Template Development (8 hours)
Document Generation API (4 hours)
Integration Patterns (4 hours)

Target Roles:

Template Designers
Document Specialists
Integration Developers
Administrators

See: Training Guide - Communications

8.2 Notifications Training

Document: SW-SAAS-TRN-COMP-002

Available Courses:

Notifications API (4 hours)
Email Channel Configuration (2 hours)
SMS Channel Configuration (2 hours)
Delivery Tracking and Analytics (2 hours)

Target Roles:

Integration Developers
Administrators
Operations Staff

See: Training Guide - Notifications

8.3 Future Component Training

As additional components are added to the platform (e.g., Asset Management, E-Archive, eSign), component-specific training guides will be created following the same structure.

Planned Components:

Asset Management Training (Q3 2025)
E-Archive Training (Q4 2025)
eSign Integration Training (Q1 2026)

9. Training Request Process

9.1 Standard Training (Included in Onboarding)

Process:

Customer Success Manager schedules initial training consultation
Identify training audiences and requirements
Schedule training sessions (within 30 days of activation)
Send calendar invites and pre-work materials
Deliver training
Collect feedback and provide certificates

Timeline: Coordinated during onboarding kickoff

9.2 Additional Training Sessions

Process:

Submit training request via customer portal
Training coordinator contacts you within 2 business days
Discuss requirements, audience, and objectives
Receive proposal with date options and pricing
Confirm booking and submit purchase order
Receive confirmation and pre-work materials
Attend training
Receive certificates and follow-up materials

Lead Time: Minimum 2 weeks for standard courses; 4 weeks for custom training

9.3 Custom Training Development

Process:

Submit custom training request via customer portal
Schedule consultation with Training Manager
Define detailed requirements:
- Training objectives
- Target audience and skill level
- Desired duration and format
- Specific content requirements
- Success criteria
Receive detailed proposal including:
- Content outline
- Timeline for development and delivery
- Pricing
- Terms and conditions
Review and approve proposal
Development phase (regular checkpoints)
Review draft materials
Deliver pilot session (optional)
Finalize and deliver training
Post-training evaluation

Lead Time: Minimum 6 weeks for custom training development

Pricing: Starts at 25,000 SEK; varies based on complexity

10. Training Support and Resources

10.1 Customer Portal

URL: portal.swedwise.se

Training Resources Available:

Training catalog and course descriptions
Self-paced learning materials
Video tutorial library
Documentation and guides
Training request form
Training history and certificates

Access: All customer users (credentials provided during onboarding)

10.2 Training Coordinator Contact

For Training Inquiries:

Email: training@swedwise.se
Phone: +46 (0)54-21 10 00
Portal: Submit request via customer portal

Response Time:

Email/Portal: Within 2 business days
Phone: Monday-Friday, 08:00-17:00 CET

10.3 Training Feedback

We continuously improve our training based on customer feedback.

How to Provide Feedback:

Post-training survey (sent automatically)
Email to training@swedwise.se
Customer portal feedback form
Discuss with Customer Success Manager

We Track:

Training effectiveness ratings
Content relevance scores
Instructor performance
Suggested improvements

Your Feedback Helps Us:

Update and improve course content
Develop new training offerings
Recognize outstanding instructors
Prioritize training investments

11. Training Best Practices

11.1 For Organizations

Before Training:

Clearly identify training needs by role
Select appropriate participants
Ensure participants have necessary access/credentials
Review pre-work materials
Prepare questions

During Training:

Minimize distractions
Actively participate in exercises
Ask questions
Take notes
Experiment in practice environment

After Training:

Review materials and recordings
Practice new skills immediately
Share knowledge with team
Provide feedback
Schedule follow-up if needed

11.2 For Administrators

Onboarding New Staff:

Assign self-paced orientation course
Provide access to practice environment
Schedule role-specific training
Pair with experienced mentor
Set 30-day check-in
Encourage certification (if applicable)

Ongoing Learning:

Schedule quarterly refresher sessions
Share new feature announcements
Rotate team members through advanced courses
Encourage peer knowledge sharing
Track training completion and certifications

11.3 For Individuals

Maximizing Training Value:

Complete pre-work before sessions
Set up dual monitors for hands-on exercises
Use a headset for better audio quality
Take notes using your own method
Practice immediately after training
Build a personal reference library
Connect with other users (community forums)
Stay current with platform updates

12. Training Metrics and Reporting

12.1 Available Reports

Administrators can access training reports via the customer portal:

User Training Status:

Courses completed per user
Certification status
Training hours
Completion dates

Organization Training Summary:

Total training hours consumed
Courses completed by type
Certification holders
Training satisfaction scores

Training ROI:

Support ticket volume (before/after training)
Feature adoption rates
User satisfaction scores

Access: Available to administrators via customer portal

13. Frequently Asked Questions

Q: Is training included in our subscription?
A: Standard onboarding training is included. Additional training sessions and certifications are available for additional fees.

Q: Can training be delivered in Swedish?
A: Primary training is delivered in English. Swedish-language training can be arranged for additional fee (subject to instructor availability).

Q: What if we can't attend scheduled training?
A: Contact training@swedwise.se at least 5 business days before scheduled session to reschedule at no charge. Late cancellations may incur fees.

Q: Can we record training sessions?
A: Yes, with instructor permission. Standard VILT sessions are recorded and shared via customer portal.

Q: Do you offer on-site training outside Sweden?
A: Yes, on-site training is available in Nordic countries. Contact training coordinator for pricing and availability.

Q: How do we access the practice environment?
A: Practice environment credentials are provided during instructor-led training. Contact support@swedwise.se to request self-paced access.

Q: Can we use our own training materials?
A: You may supplement Swedwise training with your own materials. We cannot provide support for custom content.

Q: What happens if we fail a certification exam?
A: You can retake the exam after 30 days. Up to 3 attempts per year are allowed. Additional study materials will be provided.

Q: Do training hours count toward our support package?
A: No, training is separate from technical support. Training hours do not consume support ticket allocations.

Q: Can we get training on custom integrations?
A: Yes, custom training can be developed for your specific integrations. Contact training coordinator for scope and pricing.

Document Revision History

Version	Date	Author	Changes
1.0	2025-01-15	Training Manager	Initial draft

For Training Inquiries: training@swedwise.se | +46 (0)54-21 10 00