What happens when I contact support?

Severity Level 1 – Critical issue

A critical failure in service for which no satisfactory workaround is available.

Give me an example of what that might be?

• The service is offline and inaccessible by all or a large number of users. 
• A major loss of critical functionality that’s affecting most users. 
• A widespread or significant data loss or inaccessibility.

When will I get a first response?
30 minutes

What’s your target for resolution?
4 hours

If it’s not resolved, when will it get escalated?
Immediate.

What do you do when I raise a case like this?
A member of the support team will contact you by phone and then email to outline the steps we’re taking.  Our senior management team will be notified immediately by phone and email. All necessary resources will be assigned to resolving the issue.  If a fix within 2 hours is not possible, you  will receive updates to your case every hour until the issue has been resolved. 

In the event of a widespread disruption affecting several customers we’ll publish updates here.

Severity Level 2 – Major issue

A major failure that causes significant impact to your business operations and no reasonable workaround exists. Critical features are unavailable with no workaround; however, operations can continue in a restricted fashion.

Give me an example of what that might be?

• A majority of users are unable to log in under certain conditions (browser version for instance).
• Users are unable to take or complete activities on the platform

When will I get a first response?
1 hour

What’s your target for resolution?
1 working day

If it’s not resolved, when will it get escalated?
1 working day

What do you do when I raise a case like this?
Our support team will contact you by email and then by phone to outline the steps we’re taking to resolve the issue.  You will receive confirmation of the timescales to resolve the issue within 1 hour.

In the event that a 1 working day fix is not possible, you  will receive updates on the case every 4 hours until the issue is resolved or escalated.

Severity Level 3 – Medium impact

A medium impact results in the partial inability to use the service with a medium-to-low impact on your business operations but can continue to function. A short-term workaround is available, but not scalable.

Give me an example of what that might be?

• An occasionally used function is not working as expected;
• A specific report is not available or specific data is not available on a report;
• A single user cannot access the platform as a result of an application issue
• Slow loading times and general system performance issues

When will I get a first response?
6 hours

What’s your target for resolution?
5 working days

If it’s not resolved, when will it get escalated?
7 working days

What do you do when I raise a case like this?
A member of our support team will contact you by email and if necessary by phone to outline the steps we’re taking to resolve the issue. All updates will be pushed automatically to the portal where you can track the status of the case.

Severity Level 4 – Low Impact

A low impact inquiry regarding a routine technical issue or a bug affecting a small number of users. Acceptable workaround available.

Give me an example of what that might be?

• A look and feel issue affecting a small number of users

When will I get a first response?
We’ll acknowledge in 1 working day and diagnose in 1 week

What do you do when I raise a case like this?
Our team looks to address all issues raised to our support desk. However where an issue is low impact or cosmetic and affecting a small number of users, this will be added to our ongoing development for consideration in future releases. When this occurs a member of our support team will contact you by your open cases to update you on next steps.

Feature Request

This is when a feature/ function doesn’t exist currently

What steps to take;
If you are unsure if your query is a new feature, reach out to the support team to confirm this is a feature and not a bug. Our support team may be able to offer an alternative solution. 

Want Learning Pool to consider your feature idea?
We advise that before submitting your request, please review our roadmaps that are updated monthly. Read how we consider new feature ideas and submit your ideas here.

At Learning Pool we are committed to delivering solutions that our customers love and continually enhance our solutions to meet changing requirements. We undertake extensive research, in addition to gathering feedback from our customers, whilst looking at market trends and new technologies that help shape our roadmap. 

When will I get a response to my Feature Request?
We aim to respond to feature requests within a 3 month period. Our Product Team reviews feature requests weekly however our Agile development cycle runs over a 3 month period.

Need your feature considered sooner?
Reach out to your Customer Account Executive and we will connect you with the right team members to explore your requirements. A feature request may not always be possible but we will do our very best to offer an alternative solution or workaround.