LinkedIn Learning Solutions

Service scope

Software add-on or extension: Yes, but can also be used as a standalone service
What software services is the service an extension to: LinkedIn Learning is an extension to LinkedIn.com, an online professional network platform. However, a LinkedIn profile is not mandatory for a user to use LinkedIn Learning.
Cloud deployment model: Private cloud
Service constraints: Outlined in our service agreement or contract.
System requirements: Internet Explorer 11

Microsoft Edge

Firefox

Safari

Chrome

Opera

User support

Email or online ticketing support: Email or online ticketing
Support response times: We strive for 24 hours or less for initial response time. Time to repair or fix issue will depend on the level of complexity of the issue.
Response time at weekends may take longer.
User can manage status and priority of support tickets: No
Phone support: Yes
Phone support availability: 9 to 5 (UK time), Monday to Friday
Web chat support: Web chat
Web chat support availability: 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard: WCAG 2.1 AA or EN 301 549
Web chat accessibility testing: In order to maintain that standard, we have done a 3rd party audit against those standards and remediated the issues that came out of the audit. In addition, we have a remediation process for any issues that come up (for example, we often get feedback from clients about issues their users run into, and we fix them).
Onsite support: No
Support levels: We have several customer support channels: email, social support (social pages), chat (for everyone), and ‘click to call’ on the LinkedIn Learning platform (for admins only). Customer Service and Technical support agents are available by email 7 days a week. Hours of operation are Monday through Friday 9am to 5pm UK time.

The primary tasks of Customer Service (Tier 1 agents) consist of confirming the customer’s identity, creating and resolving cases in regard to navigating the website, managing account preferences, video players, and downloading exercise files.

In instances where an issue cannot be resolved, Tier 1 agents thoroughly and accurately record the customer’s inquiry and initiate the escalation process to Technical Support (Tier 2 agents). Tier 2 agents are subject matter experts and handle escalated cases and resolve more complex issues.

Issues that are unable to be resolved are escalated to our web development team for resolution.
Support available to third parties: No

Onboarding and offboarding

Getting started: LinkedIn is committed to providing the best customer experience possible. Your company is assigned a Customer Success Manager who will personally explain our administrative tools, support all phases of your online training implementation, and work to ensure you get the most from your subscription.

Benefits include but are not limited to: step-by-step administration training, supply of resources for promoting LinkedIn Learning, customised rollout plan, onsite visits, usage analysis, and continued assistance and evaluation of training program as needs change and grow.

In addition, our Customer Service team is available by phone and email 7 days a week. The primary tasks of Customer Service consist of confirming the customer’s identity, creating and resolving cases in regard to navigating the website, managing account preferences, video players, and downloading exercise files.
Service documentation: Yes
Documentation formats: PDF

Other
Other documentation formats: Excel

CSV

Docx
End-of-contract data extraction: Upon completion of the agreed contract terms and upon written request, a one-time purge or sanitisation of relevant client data will be performed to remove any PII affiliated with the account.
End-of-contract process: Your account team will be working with you throughout the duration of the contract to ensure you are receiving maximum value from your subscription and we are tracking well against business goals and objectives.

This will include quarterly business reviews with your relationship and customer success managers. We will maintain communication on contract end date throughout with the renewal process typically kicking off 90 days before contract end date.

During this period, we will work in partnership to ensure there is a smooth transition into your next contract period should you wish to continue. This will include reviews on performance on ROI and commercial discussions for any new agreement being considered.

Should you wish to terminate your agreement you can do so with 90 days’ notice and are under no obligation to continue past your current contractual period.

Upon completion of the contract, a one-time purge or sanitisation of relevant client data can be performed to remove any PII affiliated with the account, at the client's request. This comes with no additional cost for the client.

Using the service

Web browser interface: Yes
Supported browsers: Internet Explorer 11

Microsoft Edge

Firefox

Chrome

Safari
Application to install: Yes
Compatible operating systems: Android

IOS

Linux or Unix

MacOS

Windows
Designed for use on mobile devices: Yes
Differences between the mobile and desktop service: We have both mobile force and web force.
Content can be downloaded for offline viewing and is encrypted on the device for DRM purposes. Authentication / authorisation is handled in the same way as our desktop site.
100% mobile friendly - all courses are watchable on mobile devices (both mobile web and native mobile apps).
Service interface: Yes
User support accessibility: WCAG 2.1 AAA
Description of service interface: LinkedIn Learning is an intuitive, online data-driven platform that delivers high-quality, video-based courses across a wide variety of topics combining industry-leading content with personalised course recommendations from LinkedIn's professional network of more than 610 million members.

Your learners can begin watching a course or learning path at any time. Once a learner begins a course, it will show up on their home screen under a section called "Continue Watching." Staff of any skill level have the ability to watch bite-size segments for immediate problem solving or take comprehensive courses from start to finish—anytime, anywhere.
Accessibility standards: WCAG 2.1 AA or EN 301 549
Accessibility testing: As part of our accessibility testing, we engage a Trusted Tester certified firm that includes testers with different disabilities/impairments, some of whom use assistive technologies in their work identifying accessibility issues. Our roadmaps are born from our accessibility testing results. Bugs are then individually ranked by their priorities and associated resolution times.
API: Yes
What users can and can't do using the API: The LinkedIn Learning Search API complements the LinkedIn Learning Content API. The Content API allows you to bulk import the catalogue of LinkedIn Learning content, the Search API allows you to discover a subset of LinkedIn Learning content based on search parameters, sorted by relevance, popularity, or recency. As part of this use case, the Search API also supports searching category and skill metadata.
The LinkedIn Learning Search API and Content API share the same key concepts, terminology, and data models. The Search API builds on the Content API to allow you to query the LinkedIn Learning content library and control how the results appear.

To access the LinkedIn Learning Search API, you will first need a partnership and signed agreement with LinkedIn Learning. Please work with our business development and technical consulting teams to get started: LLSbd@linkedin.com.

The LinkedIn Learning Search API uses a two-legged OAuth 2.0 flow for access. With a partnership and signed agreement in place, you will need to generate an access token to call the API. The access token is a value that must be included in a request header in each call to the API.
API documentation: Yes
API documentation formats: HTML

PDF
API sandbox or test environment: Yes
Customisation available: Yes
Description of customisation: Buyers can upload their own learning content on the LinkedIn Learning platform. By creating a Learning Path or Collection, buyers can upload external links, videos and other medias (e.g. PDFs). Only the designated administrator of the buying entity can design a learning path with external content.

Scaling

Independence of resources: LinkedIn is a global company. We onboard large multinational global organisations on a daily basis. With over 12,000 enterprise customers worldwide, LinkedIn Learning has the resources to provide good quality services and products to its large customer base.

LinkedIn Learning has technical support team worldwide offering 24/7 help service for all its users, regardless of the time and place.

With over 14,000 full-time employees, LinkedIn has sufficient workforce to deal with new users. LinkedIn is a wholly-owned subsidiary of the Microsoft Corporation, and has the financial, technical and workforce resources to treat all its customers with high standards.

Analytics

Service usage metrics: Yes
Metrics types: We use adoption as a key metric to show that the platform and learning content is being utilised.

Typical metrics we track are logins, courses, and videos accessed, average viewing time per login, number of logins per user per month, access method (mobile vs. desktop) and for some clients, course completions.

From this data, we can build a picture over time of the product's consumption and users' learning trends. As admin, you have access to real-time and historical reports that will give you insight on how your organisation is using LinkedIn Learning at both the account and individual learner levels.
Reporting types: Real-time dashboards

Regular reports

Reports on request

Resellers

Supplier type: Not a reseller

Staff security

Staff security clearance: Other security clearance
Government security clearance: Up to Baseline Personnel Security Standard (BPSS)

Asset protection

Knowledge of data storage and processing locations: Yes
Data storage and processing locations: Other locations
User control over data storage and processing locations: No
Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 3.0)
Penetration testing frequency: At least once a year
Penetration testing approach: Another external penetration testing organisation
Protecting data at rest: Physical access control, complying with another standard

Encryption of all physical media

Other
Other data at rest protection approach: All authentication and data are protected in transit via HTTPS using TLS 1.2 with SHA256 and ECDHE / RSA ciphers. Sensitive data within our online databases is encrypted using column level encryption within SQL Server. All backups are encrypted using a minimum of 128-bit AES with a >24 character symmetric key.

LinkedIn uses industry recognised security practices such as password protection, data encryption, application security, physical security and secure networks to protect customers' information residing on the LinkedIn platform.

Where data must be encrypted under applicable law, LinkedIn encrypts such data using an industry recognised encryption method.
Data sanitisation process: Yes
Data sanitisation type: Deleted data can’t be directly accessed
Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v.30, CAS (Sanitisation) or ISO/IEC 27001

Data importing and exporting

Data export approach: Administrators can export usage reports, metrics and various other reports are downloadable in industry standard formats including Excel, PDF and CSV. These reports are easily accessible through the LinkedIn Learning administrator page. There is no additional cost for reports.
Data export formats: CSV

Other
Other data export formats: Excel

PDF
Data import formats: CSV

Data-in-transit protection

Data protection between buyer and supplier networks: TLS (version 1.2 or above)
Data protection within supplier network: TLS (version 1.2 or above)

Availability and resilience

Guaranteed availability: We have no scheduled downtime and make every commercially reasonable effort to ensure site uptime. We do not guarantee any minimum uptime/guarantee metric, and do not have a Service Level Agreement.

However, our Subscription Agreement can be found here: https://legal.linkedin.com/lsa/LinkedIn-Subscription-Agreement.

All systems are engineered to achieve the highest possible uptime, performance, availability, and quality of service. Capacity and resources are actively monitored, and additional resources are brought online as necessary to grow.

With over 14,000 full-time employees, LinkedIn has sufficient workforce to deal with new users. LinkedIn is a strong and solid organisation, as it is a wholly-owned subsidiary of the Microsoft Corporation, and has the financial, technical and workforce resources to treat all its customers with high standards.
Approach to resilience: This information is available on request.
Outage reporting: We disclose on our website that our services are currently down. This information is available to all users, while the service is down.

Identity and authentication

User authentication needed: Yes
User authentication: Public key authentication (including by TLS client certificate)

Identity federation with existing provider (for example Google Apps)

Username or password
Access restrictions in management interfaces and support channels: LinkedIn Learning follows the principle of least privilege paradigm. All access to Production infrastructure is via named accounts which are attributable to a unique individual. Access to production data is limited to select few SRE’s and DBA’s as necessary to perform maintenance and support the platform.
Access restriction testing frequency: At least once a year
Management access authentication: 2-factor authentication

Public key authentication (including by TLS client certificate)

Dedicated link (for example VPN)

Username or password

Audit information for users

Access to user activity audit information: Users have access to real-time audit information
How long user audit data is stored for: At least 12 months
Access to supplier activity audit information: Users contact the support team to get audit information
How long supplier audit data is stored for: At least 12 months
How long system logs are stored for: At least 12 months

Standards and certifications

ISO/IEC 27001 certification: Yes
Who accredited the ISO/IEC 27001: British Standards Institution (BSI)
ISO/IEC 27001 accreditation date: 2 May 2018
What the ISO/IEC 27001 doesn’t cover: N/A
ISO 28000:2007 certification: No
CSA STAR certification: No
PCI certification: Yes
Who accredited the PCI DSS certification: MegaPlanIT LLC
PCI DSS accreditation date: 31 October 2019
What the PCI DSS doesn’t cover: N/A
Cyber essentials: No
Cyber essentials plus: No
Other security certifications: Yes
Any other security certifications: ISO 27018

SOC 2

Privacy Shield

Security governance

Named board-level person responsible for service security: Yes
Security governance certified: Yes
Security governance standards: ISO/IEC 27001

Other
Other security governance standards: ISO 27018
SOC 2
PCI DDS
Privacy Shield
PCI Compliant
Information security policies and processes: LinkedIn’s efforts to secure its systems in which non-public data may be located include: (a) dedicated centralised Security Team and 24x7 NOC trained in security response, (b) security policies based on ISO27001 standard, (c) periodic 3rd party security audits and regular network and application vulnerability scans, (d) promptly implementing known security patches after any such patch becomes available, (e) maintaining industry-standard firewall protection for its systems, and regularly testing its firewall for unsafe configurations and vulnerabilities, and (f) regularly running anti-virus software on applicable systems.

Operational security

Configuration and change management standard: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Configuration and change management approach: Our Technology Operations team keeps inventory of all production systems, including OS types (and versions), IP addresses, physical location and function. We use a change control process to roll out updates and patches continuously and use software to scan production systems on regular intervals. In the event a critical security patch is discovered, the Security Operations team will apply the patch as soon as reasonably possible.
Vulnerability management type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Vulnerability management approach: A 24/7/365 NOC is in place to respond to incidents and escalate security incidents as appropriate. All security event data is centralised to our Security Information and Event Management (SIEM) platform for analysis and alerting. Custom tooling and processes are in place to automatically parse out abnormal, abusive or suspicious patterns.
Protective monitoring type: Conforms to a recognised standard, for example CSA CCM v3.0 or SSAE-16 / ISAE 3402
Protective monitoring approach: LinkedIn's organisational security controls incorporate all aspects of internal and external risk assessment, including: Annual internal audits and third-party audits, Logging and monitoring systems for potential threats, Proactively scanning network vulnerabilities with a combination of scanners, security baseline analysers, and robust application scanner, Daily monitoring of security advisories and bulletins, Routine review of operations and business practices to ensure compliance with corporate procedures, governing the security and confidentiality of information.

In the event of an incident, our Incident Response Team & Legal Department will review privacy incidents pursuant to our policy, plan, and procedure, as quickly as reasonably possible.
Incident management type: Conforms to a recognised standard, for example, CSA CCM v3.0 or ISO/IEC 27035:2011 or SSAE-16 / ISAE 3402
Incident management approach: LinkedIn maintains an incident response process to manage incidents. Incidents are taken very seriously, investigated thoroughly and follow a set process to ensure they are handled appropriately.

Users can report incidents directly on our website.
In the case user data is suspected to be compromised, our Incident Response team will determine the extent of any potential breach and respond accordingly up-to-and including notifying any individuals affected as a result via the most appropriate contact methods. As soon as the response team has evaluated the magnitude of the incident, we will provide the scope of impacted data pertaining to individual clients.

Secure development

Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v3.0)

Public sector networks

Connection to public sector networks: No

Social Value

Fighting climate change

LinkedIn has a special opportunity & responsibility not only to ensure that our operations are as sustainable as possible, but also to empower the green transformations of our members and customers.
1. Reducing direct emissions:
We will reduce our Scope 1 and 2 emissions to near zero by the middle of the decade through energy efficiency work and reaching 100 percent renewable energy by 2025.

2. Investing in renewable energy:
By 2025, we will purchase 100 percent of our electricity consumption, 100 percent of the time, from renewable sources.

3. Reducing value chain emissions:
By 2030, we will reduce our Scope 3 emissions by more than half from a 2020 baseline.

4. Removing the rest of our emissions:
By 2030, we will remove more carbon than we emit. By 2050, we'll remove an equivalent amount of carbon to all our historical emissions.

5. Empowering customers and partners:
We will help our suppliers, customers, and partners around the world to reduce their carbon footprints through our learnings.

6. Using our voice on carbon-related public policy issues:
We will support new public policy initiatives to accelerate carbon reduction and removal opportunities.

Sustainability Solutions
We collaborate with Product and Engineering teams to ensure that LinkedIn's product functionality offers sustainability solutions across our three marketplaces.

One Million Companies
We utilize LinkedIn's unique assets to support 1 million companies' transition to net zero.

Sales Training
We equip our sales teams across all lines of business to engage with customers around sustainability and climate leadership in meaningful and authentic ways on LinkedIn.

Climate Advocacy
We identify and advocate for policy issues that accelerate growth in the green economy.

Climate Partnerships
We support, fund, and amplify the voices of emerging global changemakers who are working to address climate issues related to our corporate mission.

Pricing

Price: £5.80 to £286.00 a user a year
Discount for educational organisations: Yes
Free trial available: Yes
Description of free trial: Access to the same user interface, same functionalities, same access to content (one or seven languages). It is for a minimum of 5 users.
The free trial is for 1 to 4 weeks, depending on the client's needs.
However, there is no Relationship Manager support, nor Customer Success Manager support.

Features

Benefits

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Pricing

Service documents

Cookies on Digital Marketplace

LinkedIn Learning Solutions

Features

Benefits

Pricing

Service documents

Framework

Service ID

Contact

Service scope

User support

Onboarding and offboarding

Using the service

Scaling

Analytics

Resellers

Staff security

Asset protection

Data importing and exporting

Data-in-transit protection

Availability and resilience

Identity and authentication

Audit information for users

Standards and certifications

Security governance

Operational security

Secure development

Public sector networks

Social Value

Pricing

Service documents