FAQ

1Why am I getting 'There was an error trying to send your message. Please try again later.' when I submit a web form?
If you try and submit a form and receive the above message, please take capture an image of your screen and forward it to us at enquiries@sgsa.com. The most common reason for this failure is caused by reCAPTCHA Google v3. The SGSA website is protected by reCAPTCHA V3 to stop spam forms being submitted. reCAPTCHA checks to see what the user has been doing prior to the form being submitted to assess whether the site visitor is a robot or not (this is different to V1 that asked users to retype difficult-to-read characters and V2 that asked users to select the pictures that contained traffic lights, etc.). V3 is more user-friendly except when it doesn't work because Google doesn’t tell us why a submission was rejected (for example, being on the web page for too long before submitting can be a problem). We can only hope that the Artificial Intelligence of Google V3 reCAPTCHA improves over time and apologise for any inconvenience in the meantime.
2Where can I find my EORI or IEC number for shipping my student kit?
Your local country Accounts Team or Finance office will be able to provide you with this information.
3What should I do if my student kit is being held in Customs?
The three most common reasons for a student kit being held at Customs are: 1. The EORI or iEC numbers that we were provided by your company have not been accepted. If this is the case then you will need to contact the local country courier office to provide the correct information. 2. Customs require the Tariff codes for the contents of your student kit. The tariff code numbers are '49019900' for the printed student manual and books, etc., and '96081010' for the SGSA pen. 3. Import Duties have not been paid. We specify that all important duties on the shipments are charged back to SGSA but if this isn't possible then we will pay the charges by credit card. Please forward any paperwork connected with the payment request to enquiries@sgsa.com
4How can I book discounted accommodation at the hotel?
Click here for instructions on booking rooms at the SGSA corporate rate.
5Why doesn't the hotel website let me book a room at the discounted rate?
This is probably because only eight rooms are held per class and either they may all be taken or because all unreserved held rooms are released one week before the class. If you are having trouble finding suitable accommodation please contact us.
6Is there more reasonably priced accommodation near to the Heathrow/Windsor Marriott Hotel?
The Travelodge Langley is opposite the Marriott Heathrow/Windsor Hotel.
7Do I have to pay for parking at the hotel?
No, the cost of parking is included for students attending a SGSA class or event at the Heathrow Windsor Marriott, London Heathrow Marriott and Cork International Hotels. However, you do need to register your car at the receptions of Heathrow Marriott and London Heathrow Marriott Hotels when you first arrive at these hotels. These hotels operate a parking scheme based on an ANPR (Automatic Number Plate Recognition) system. When you drive into the hotels' car parks, your number plate will be automatically scanned and recorded. If you leave the car park without informing the hotel Reception of your vehicle registration number then you will receive an automatic fine of £100.00.

On arrival at the hotel, please go to Reception and inform the staff that you are attending a SGSA class for x days. You will then be asked to enter your vehicle registration number into their system. Please enter your vehicle registration number carefully as a mistake will result in a fine. You will only need to register your vehicle once provided that you confirm the date of the last day of the class with the hotel staff. However, if you change vehicles during the class then you must notify the hotel of the change.

If you are staying at the hotel and check-in the day before the class, please note that your parking is only paid for the actual dates of the class. SGSA cannot be held responsible for any parking fines incurred.
8What is the dress code for classes?
Casual and comfortable but respectful of others!
9What time do classes start and finish?
Classes typically begin at 9.00am each day and finish at around 5.00pm. Some classes have a half day on the last day and finish at lunch time. We recommended that you check your Registration email for confirmation of the start and end times for your class.
10Will lunch be provided?
Lunch is provided for all public training classes. If you have a special dietary need please let us know before the first day of class. Lunch is not provided for classes that finish at lunch time.
11Will Internet access be provided in the classroom?
Yes, Wi-Fi access is included for students attending a SGSA class or event at the Heathrow Windsor Marriott, London Heathrow Marriott and Cork International Hotels.
12Why haven't I received my online test username and password?
You should receive an email from Service Strategies or the KCS Academy within two business days of redeeming your test code. If you have not seen the email please check your Junk folder and if not there, please contact us at enquiries@sgsa.com or +44 (172) 753-0188.
13Where do I find the website for my online test?
You will need to login to your account to access the test. Your username, password and website have been provided to you in an email. The testing websites are: 1. For Support Professional, Support Specialist, Support Supervisor, Field Service Manager and Support Manager: https://training.servicestrategies.com/account/login/? 2. For KCS v6 Practices: https://kcsacademy.etraincenter.com/login/Loginuser.aspx You can request a password reset on the website. If you no longer have your username then please contact us at enquiries@sgsa.com or +44 (172) 753-0188.
14Does the online test expire?
Yes, the test will expire ninety (90) days after activation. Activation must be requested within nine (9) months of the code being issued. This means that the test can be taken up to one year after completing the class; however, our strong recommendation is that students take their tests within two weeks of the class ending.
15What happens if I fail the online test?
If required, either you or your employer can purchase an additional online test key. You do not need to retake the class.