FAQ

Answers to the most frequently asked questions

Questions about MATRIX and CYPHER LEARNING
  • What is MATRIX?

    MATRIX is a learning management system for use by businesses, corporations, and other organizations. MATRIX helps companies manage all training activities, such as creating and delivering training content, evaluating employee performance, training clients and partners, and selling online courses.

  • What is CYPHER LEARNING?

    CYPHER LEARNING is a company that specializes in providing learning platforms for schools, universities, and organizations around the world. CYPHER has three products: NEO an LMS for Schools and Universities, MATRIX an LMS for Businesses, and INDIE an LMS for Entrepreneurs. CYPHER LEARNING is currently the only company that offers learning management systems in all major e-learning sectors: academic, corporate, and individuals.

  • Where does your company have offices?

    CYPHER LEARNING headquarters are in San Francisco, CA. The company also has offices in the following locations: Pittsburgh, Dallas, Mexico, Brasil, Spain, Russia, Romania, South Africa, Australia, Malaysia, Indonesia, The Philippines, and India.

Questions about using MATRIX
  • Who is eligible to use MATRIX?

    Businesses, non-profit organizations, and vocational training companies are eligible to use MATRIX. If you're an individual or small entrepreneur that is looking to create self-paced online courses, you can use INDIE LMS.

  • What kind of organizations use MATRIX?

    MATRIX is addressed to small, medium, and large sized corporations, as well as associations and public organizations. Companies that use MATRIX are from all around the world and from very diverse industries such as: fashion, health care, management services, gastronomy, training and more. Read success stories from our clients worldwide.

  • How is MATRIX different to other LMS vendors?

    MATRIX provides the best learning experience. Our platform is very intuitive, easy to use, and visually appealing, which makes learning and training more engaging and enjoyable for all users.

    MATRIX was designed to ensure a smooth implementation and it’s easily adopted by learners, instructors, and managers. We offer support for 40+ languages, mobile apps for all devices, and accessibility features so all users can enjoy the platform.

    We provide a complete solution for creating and managing all training activities, with indispensable features for any organization such as content authoring, e-commerce, gamification, learning paths, certification, compliance, analytics and reporting, and more.

    We’re also focused on bringing innovation into education through our platform, by adding cutting-edge functionalities that other systems do not support such as automation, adaptive learning, AI powered recommendations engine, and more.

    For detailed comparisons on how MATRIX is different to other LMS vendors please check our Comparisons section.

Questions about support and security
  • What technical support do you provide?

    We offer 24/5 full support and support for critical issues over the weekend. We provide support primarily via forums and email, which we have found to be the most efficient means for both our customers and our support staff.

  • Where is your support team located?

    We have support teams located in the US, Latin America, and Europe. Through our various support teams we make sure to cover all time zones when our customers may need help.

  • Do you provide support in other languages?

    Our system also automatically translates messages that are posted on the support forum, allowing our support team and clients to easily interact in multiple languages.

  • What browsers does MATRIX support?

    We support the current and the previous release of Chrome, Firefox and Safari. Each time a new browser version is released, we begin supporting that version and stop supporting the third most recent version. We also support Internet Explorer 11+ (for Windows 8 and previous versions), and Microsoft Edge (for Windows 10+).

  • Does MATRIX work on mobile devices?

    Yes, you can download our mobile app for iOS, our mobile app for Android, and our mobile app for Windows to enjoy using MATRIX anytime, anywhere. We support all browsers on the latest two versions of Android, iOS and Windows 10. Our system has responsive design so it will adapt to the size of your device's browser.

  • Can I web conference from within MATRIX?

    Yes, MATRIX can be used in conjunction with any third party web conferencing system. We provide integration with MS Teams, Zoom, WebEx, GoToMeeting, and GoToTraining.

  • What languages does your platform support

    We currently support over 40 languages, and our integration translation system makes it easy for volunteers to add additional languages.

  • How secure and reliable is your cloud-hosted platform?

    Our site has had 99.99% uptime, no data loss, and no security breaches since we launched in 2009.

  • What kind of security measures do you take?

    By default, all web pages are served using HTTPS. Our Amazon cloud infrastructure is hosted in a virtual private cloud. All personal passwords are encrypted. Our e-commerce integration is PCI compliant, and financial data never even touches our servers. All access to files, such as images and videos, are via URLs that are individually encrypted for each user to prevent unauthorized sharing of resources. Our database is encrypted at rest. We perform automated vulnerability scans on our systems and source code. We perform regular penetration testing.

  • Are you GDPR compliant?

    Yes our company is GDPR compliant. Here is a detailed overview of our GDPR compliance.

  • Are you FERPA compliant?

    Yes, we do not share your data with anyone.

Questions about implementation
  • Is there a setup fee?

    No, we do not charge any kind of setup fee. MATRIX has a pay-as-you-go system. You can upgrade or downgrade at any time, and the change takes effect on the next billing cycle.

  • How long does it take to implement MATRIX?

    MATRIX is very easy to implement in just a few simple steps. Here are the first steps when getting started with MATRIX.

  • Can you help us migrate our content from another system?

    Our team of Instructional Designers can assist you in migrating your existing content to our platform, including the creation of custom migration tools when appropriate.

  • Do you provide training for instructors and administrators?

    Our EdTech team can deliver online training or live training at your location in a classroom environment. All our instructors are experts with our platform, and the training includes plenty of hands-on experience for all user types.

Questions about integrations and hosting
  • With what systems does MATRIX integrate?

    MATRIX integrates with many third-party apps and tools for training, you can find here a complete list.

  • Do you have storage and bandwidth limits?

    No, we provide unlimited storage and unlimited bandwidth.

  • What is your backup strategy?

    Our automated backup system creates an on-site and off-site copy of our database every day. In addition, we maintain secure off-site copies of every document that is uploaded to our site.

  • Do you offer a version that we can host ourselves?

    We are primarily a cloud-hosted service, which allows us to offer the site at a low cost as well as easily add new features and fix issues when they are detected. We do not provide a downloadable version for businesses, but we offer source code licensing for large companies or well-funded startups who wish to deploy our platform on a large scale.

  • Where are your servers located?

    Our servers are located in the Amazon data centers in Virginia, USA. We also provide an EU version of NEO LMS which is available at www.matrixlms.eu and an APAC version which is available at www.matrixlms.com.au.

  • What software and hardware does MATRIX use?

    MATRIX is built using the latest software and hardware technology. The code is written using Ruby on Rails and a small number of third party libraries. It is hosted using Phusion Passenger Enterprise on Apache2. The system runs on the Amazon cloud, and is designed for security and reliability. For example, there are no single points of failure in the architecture, which spans multiple availability zones. The hardware infrastructure includes the Route 53, ELB, EC2, S3, RDS, SES, ElastiCache, and CloudSearch services from Amazon.