Quick Answers
Frequently Asked Questions
Find quick answers to common questions about our courses, payments, certifications, and more.
Courses & Learning
How long do I have access to a course after purchase?
You get lifetime access to your course. That includes all future updates at no extra cost. Some bootcamp programmes have a specific access window – check the course page for details before you enrol.
Can I access courses on mobile devices?
Yes. The platform works on any smartphone or tablet. You can watch lessons and track your progress from your phone. For lab work, you’ll need a desktop or laptop for the best experience.
Are there any prerequisites for courses?
It depends on the course. CCNA needs basic computer literacy. CCNP requires CCNA or equivalent experience. CCIE requires CCNP plus solid hands-on time. AWS and Azure courses need basic IT knowledge. Each course page lists exact prerequisites before you buy.
Can I download videos for offline viewing?
Video downloads aren’t available right now. Content protection is the reason. You can stream lessons online any time you want. An offline mobile app is in development and coming soon.
Do courses include live sessions?
Yes. Premium courses include weekly live instructor-led sessions. You can ask questions in real time and join live labs. If you miss a session, recordings are posted so you don’t fall behind.
How often is course content updated?
Every 3 to 6 months. When a certification vendor changes exam objectives or a technology gets a major update, we revise the content. All updates are free for enrolled students.
Payment & Billing
What payment methods do you accept?
We accept a variety of payment methods:
- Credit/Debit Cards: Visa, MasterCard, American Express
- PayPal: For secure online payments
- Bank Transfer: For corporate purchases
- Cryptocurrency: Bitcoin, Ethereum (select courses)
Do you offer payment plans?
Yes. Any course over $500 qualifies for a payment plan. You can split into 2, 3, or 4 monthly instalments with no interest and no fees. You get full course access after the first payment.
What is your refund policy?
We offer a 14-day money-back guarantee. To qualify, you need to have accessed less than 20% of the course content. Once approved, your refund arrives within 5 to 10 business days.
Can I get an invoice for my company?
Yes. An invoice is automatically generated and emailed when you purchase. You can also download it any time from your account dashboard. For custom corporate invoicing, contact our corporate training team directly.
Do you offer discounts or promotions?
We run seasonal sales and bundle discounts throughout the year. Students get 20% off with a valid student ID. Teams of 3 or more qualify for group discounts. Subscribe to the newsletter to get notified when promotions go live.
Lab Environment
What is included in the lab environment?
Our lab environments include real network equipment and cloud infrastructure:
- CCIE Labs: Full topology with routers, switches, firewalls
- AWS Labs: Sandbox environment with allocated credits
- Azure Labs: Microsoft cloud sandbox access
- DevOps Labs: Docker, Kubernetes, CI/CD pipelines
How many lab hours do I get?
Lab hours vary by course and are clearly specified on each course page. Typically:
- CCNA: 40 hours
- CCNP: 80 hours
- CCIE: 200+ hours
- Cloud courses: Unlimited sandbox access during course period
Additional lab time can be purchased if needed.
I'm having trouble connecting to the lab. What should I do?
Start with the basics: check your internet connection and turn off any VPN or proxy. Clear your browser cache and try Google Chrome if you’re using something else. If it still doesn’t work, reach out to our technical support team and we’ll get it sorted.
Can I save my lab progress?
Yes! Your lab configurations are automatically saved when you end a session. You can resume from where you left off within 24 hours. For longer breaks, we recommend documenting your configurations or using the “Save Configuration” feature available in most labs.
Certifications & Exams
Do I get a certificate after completing a course?
Yes. Complete all course requirements and you’ll receive a SMEnode Academy Certificate of Completion. This is your training certificate – it’s separate from the vendor certification, which requires passing the official exam. You can share it directly on LinkedIn.
How does the Pass Guarantee work?
To qualify, you must complete 100% of the course videos and materials, finish all lab exercises, and score 80% or higher on the practice exams. If you still don’t pass the real exam, we extend your course access at no charge so you can keep preparing.
Do you provide exam vouchers?
Some premium courses include a voucher – check the course page to confirm. If yours doesn’t, you can buy vouchers directly from the certification vendor or ask us about our partnership discounts.
How accurate are your practice exams?
Very accurate. They mirror the real exam in topic coverage, question format, and difficulty level. Students who score 80% or above on our practice exams have a 95% pass rate on the actual certification. We update the question bank regularly to reflect any exam changes.
What's your student pass rate?
Our overall first-attempt pass rate is 92% for students who complete the full course. For CCIE, it’s 85% – compared to the global average of around 30%. These numbers are based on course completers, not partial enrollments.
Account & Settings
How do I reset my password?
Go to the login page and click “Forgot Password.” Enter the email address on your account and we’ll send you a reset link. Check your spam folder if you don’t see it within a few minutes. The link expires after 24 hours.
Can I change my email address?
Yes. Log in to your account, go to Account Settings, and update your email address there. You’ll receive a confirmation email to the new address. Click the link to confirm the change before it takes effect.
Can I share my account with others?
No. Each account is for one person only. Sharing logins violates our terms of service and can result in account suspension. If your team needs access, we have group plans – contact us and we’ll set up individual accounts with a discount.
How do I delete my account?
Go to Account Settings and scroll to the bottom. Click “Delete Account” and follow the steps. If you have an active subscription or unused lab hours, we recommend contacting support first so we can help you make the most of what you’ve paid for.
