Learner Support Policy

Deep Space Commodities is a fully online, self-paced course of 73 video lessons across 12 chapters, delivered by Shift AI Technology Ltd trading as Deep Space Commodities. Nobody is required to be online at a particular time, and there are no live sessions. This policy sets out the support that surrounds those lessons, so that a learner is not left alone with a video library.

It applies to every learner with access to the course, whether they bought a seat themselves or an employer bought it for them. Access is for life, and support is available for as long as the account is open.

There are four things a learner can use inside the course, and one address to write to when they are not enough.

• An AI tutor, available on every lesson page alongside the video, which answers in the context of the lesson being watched.
• Unlimited replay. Any lesson can be rewatched as many times as you like, in any order you have unlocked. Nothing expires and no lesson is consumed by watching it.
• Your saved tutor conversations, kept against the lesson they were about, so you can go back to an explanation weeks later instead of asking for it again.
• Unlimited retries on lesson quick checks and chapter practice quizzes, which exist to be practised rather than passed once.
• Email support from a person, at info@spaceeconomy.education, for anything the above does not settle.

The AI tutor is the first line of help and, for most questions asked while studying, the fastest one. It sits beside the video on every lesson. It is given the transcript of the lesson you are watching, the point you have reached in it, and the outline of the whole course, so it can answer about the material in front of you and tell you where a topic is covered in more depth later on.

It is scoped to the lesson. It is not a general-purpose assistant, it does not see your exam attempts, and it is not available during a module exam. Using it while studying is encouraged and is not a breach of assessment integrity; the rules on that are in our Assessment, Certification and Academic Integrity policy.

Your conversations with it are saved against the lesson and you can return to them. There is a fair-use limit on how many messages can be sent in a short period, set high enough that ordinary study never reaches it.

Every kind of support request goes to the same address, info@spaceeconomy.education. There is no ticket system to learn and no form to fill in. A reply comes from a person, not an automated responder.

We commit to a first response within 2 working days, counted in working days in England and Wales. That first response is a real answer wherever the question can be answered straight away, and where it cannot, it tells you what we are doing and when you will hear again. Most messages are answered sooner, often the same day, but we deliberately do not promise that. We are a small provider, and a two-day promise we keep every time is worth more to a learner than a same-day promise that fails whenever someone is travelling or on leave.

Support is provided by email, in English, on working days. If a problem needs longer to fix than the first reply can cover, we will give you a date and come back to you on it.

A complaint is a separate route with its own timescales, set out in our Complaints and Appeals policy. You do not have to escalate a support question into a complaint to be taken seriously, but if you want it handled formally, say so and it will be.

Technical support covers anything that stops you reaching the material: signing in, access not unlocking after purchase, a lesson that will not play, captions not appearing, progress not recording, an exam that will not start, or a certificate that has not been issued after the last chapter was passed.

So that we can fix it in one exchange rather than three, please include:

• The email address on your course account.
• The chapter and lesson, or the page you were on.
• What you expected to happen and what happened instead.
• The device and browser you were using.
• Any error message, ideally as a screenshot.

Where the fault is ours, we fix it and tell you when it is fixed. Where a fault has cost you an exam attempt or a completion record, we put the record right; you do not have to argue for that.

Ask the tutor first. It is quicker, it has the lesson in front of it, and it will point you to the chapter where a topic is treated properly if you have run ahead of the course.

Write to us when the tutor's answer does not settle it, when you think the material itself is wrong or unclear, or when the question is one of judgement rather than fact — the kind of question a practitioner asks about how an argument in the course applies to their own market. Questions of substance are put to Dr Tom James, the course author and lead instructor, or to the contributing author responsible for that chapter, and you get their answer rather than a paraphrase.

This takes longer than a tutor reply and we would rather be slow and right. If a question is outside what we can properly answer, we will say so plainly instead of guessing.

Being stuck on a module exam is a normal part of the course, not a failure of it. The lesson quick checks and the chapter practice quizzes carry unlimited retries and show a written explanation for every answer, so the first step is to go back through the chapter's practice set and rewatch the lessons the wrong answers point at.

If you have used all three attempts on a chapter exam, write to us. Attempts are normally reset once you have had the chance to review the chapter, and there is no charge for it. If you need longer than the thirty-minute time limit, ask before you start. Both provisions, and the appeal route if you think a result or a question is wrong, are set out in our Assessment, Certification and Academic Integrity policy.

We would rather hear from a learner who has stalled at Chapter 7 than have them quietly stop. There is no time limit on finishing, and asking for help costs nothing.

If any part of the course is harder to use than it should be because of a disability, a specific learning difficulty, a health condition, or because English is an additional language, tell us and we will adjust what we reasonably can.

Ask by email. Say what you find difficult and what would help; you do not need a diagnosis to start the conversation, and no medical evidence is required for extra time in an exam. Ask before you start an exam so that the adjustment is on your account when it matters. We will confirm in writing what has been agreed.

Some things are already built in and need no request: unlimited replay, self-paced study with no deadlines, no live sessions to attend, and written explanations for every assessment answer. Captions are on every lesson. Written transcripts cover some but not yet all lessons, and current coverage is set out in our Accessibility Statement. Our wider commitments are in our Equality, Diversity and Inclusion policy.

Where we cannot make an adjustment, we will explain why rather than let the request go quiet, and you can appeal that decision under the complaints policy.

An honest boundary is more use to a prospective learner than a vague implication. We do not provide the following, and no part of the course depends on them.

• No live tutoring. There is no human tutor available in real time.
• No scheduled office hours, webinars, cohorts or live classes. The course is asynchronous from end to end.
• No telephone line. We do not operate a phone number for learner support, and we would rather say so than publish one nobody answers.
• No live chat with a person. The chat panel on a lesson is the AI tutor, and we label it as such.
• No same-day or out-of-hours guarantee. Support runs on working days in England and Wales.
• No support in languages other than English.
• No individual coaching, mentoring, career advice or CV review.
• No marking of written work. Assessment on this course is automatic, and there is no essay or portfolio for a tutor to mark.
• No professional advice. The course is education. Nothing in it, and nothing said by the tutor or by us in support, is legal, regulatory or investment advice for a specific decision.

If you think something in a lesson is wrong, out of date, or unclear, tell us. Email the chapter and lesson, the point in the video if you have it, and what you believe the correct position to be. Learners in this field often know something we do not, and a report from one learner fixes the lesson for everyone who comes after.

We acknowledge a reported error within 2 working days and check the claim against the lesson script and its source. If it is a confirmed factual error we correct it and tell you the outcome; if we think the material is right, we tell you why. Reporting an error is also one of the triggers that forces a review outside our normal cycle — how that works is set out in our Content Review and Currency policy.

General feedback is welcome at the same address, including the unflattering kind. If you want something changed and would rather it were handled formally, say the word "Complaint" in the subject line and it goes down the complaints route instead.

Support messages are not answered and forgotten. What learners ask about is logged by theme and reviewed at least twice a year, alongside the complaints log, and the review is written down.

We are looking for patterns rather than counting messages. Several learners asking the same question about one lesson means the lesson is not clear enough, not that the learners were inattentive. Repeated appeals against the same exam question mean the question is wrong. Repeated technical reports about the same page mean the page needs fixing. Findings feed directly into the content review cycle and into the next revision of the platform.

Support correspondence is handled in confidence and is shared only with the people who need it to resolve the matter. If your seat was bought by an employer, we do not report your questions, your progress difficulties or your exam attempts back to them.

This policy is reviewed every 12 months, and sooner if the response times set out in it stop being ones we can keep. If we ever have to lengthen a commitment, we will change the published policy rather than quietly miss it. The date of the last substantive revision is shown at the top of this page.

All learner support, including technical problems, content questions, reasonable adjustments and reported errors: info@spaceeconomy.education.

Shift AI Technology Ltd, registered in England and Wales, company number 17159725, trading as Deep Space Commodities. Unit 14, The Maltings Industrial Estate, Southminster, Essex, CM0 7EQ.