this is when the issue causes major impact to customers’ business operations and no reasonable workaround exists. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
give me an example of what that might be?
users are unable to launch an activity on the LMS such as a SCORM object; All users unable to log in under certain conditions (browser version for instance).
when will I get a substantive response?
what’s your target for resolution?
if it’s not resolved, when will it get escalated?
what do you do when I raise a case like this?
- a member of our support team will contact the customer by email and then by phone to our outline the steps we’re taking to resolve the issue
- the customer will receive confirmation of the timescales to resolve the issue within 1 hour
- in the event that an 8 hour fix is not possible for any reason, the customer will receive updates on the case every 2 hours until the issue is resolved