Home > What happens when I contact support

what happens when I contact support?

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critical issue

This means 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 a large number of users. A widespread or significant data loss or inaccessibility.

when will I get a substantive 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?

  • the senior management team is notified immediately by phone and email.
  • the affected customer is contacted by a member of the support team by phone and then email to outline the steps we’re taking.
  • all necessary resources are assigned to resolving the issue. In the event that a fix within 2 hours is not possible for any reason, the customer will receive updates on the case every hour until the issue is resolved.
  • in the event of a widespread disruption affecting several customers we’ll publish updates on our Customer Portal

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major issue

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 or Administrators can’t run reports; All users unable to log in under certain conditions (browser version for instance); A single user cannot log in.

when will I get a substantive response? 

1 hour

what’s your target for resolution?

8 hours

if it’s not resolved, when will it get escalated?

8 hours

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

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medium to low impact

this means there is partial inability to use the service with a medium-to-low impact on the customer but their business continues to function. A short-term workaround is available, but not scalable.

give me an example of what that might be?

a small number of users are unable to access the system; An occasionally used activity in the LMS is not working; A specific report is not available or specific data is not available in a report; A single user cannot access e-learning because of browser related issue; Customer requests a user upload to their LMS. Customer requests a Learning Pool quality review of their site or course configuration or for a specific action to be carried out on a course or activity (Total customers only).

when will I get a substantive response? 

6 hours

what’s your target for resolution?

3 working days

if it’s not resolved, when will it get escalated?

5 working days

what do you do when I raise a case like this?

  • a member of our support team will contact the customer by email and if necessary 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 6 hours
  • in the event that a fix inside the SLA timescale is not possible for any reason, the customer will receive updates on the case every 3 business days until the issue is resolved

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cosmetic

this is an 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 which can be described as cosmetic.

when will I get a substantive response? 

we’ll acknowledge in 12 hours and diagnose in 1 week

what’s your target for resolution?

our next available release.

what do you do when I raise a case like this?

  • a member of our support team will contact the customer by email to acknowledge the issue
  • the support agent will diagnose the issue and recommend a development task where appropriate
  • in some cases, we may decline a development request. If this happens we’ll always clearly communicate why this hasn’t been accepted onto our product roadmap
  • the Learning Pool product owner responsible for the affected product will prioritise the task into the next available development cycle (sprint) and complete the activity as part of that workload
  • the support agent will keep the customer up to date at least once a week and immediately if anything changes with the task

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development

this is when a feature doesn’t exist currently

give me an example of what that might be?

a new reporting requirement; enhancement to existing functionality; a new module or component for the LMS or Adapt or development of a suite of new graphics.

when will I get a substantive response? 

we’ll acknowledge in 12 hours and diagnose in 1 week

what’s your target for resolution?

a targeted release

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what do you do when I raise a case like this?

  • a member of our support team will contact the customer by email to acknowledge the issue
  • the support agent will diagnose the issue and recommend a development task where appropriate
  • the product owner will prioritise the task into the next available development cycle (sprint) and complete the activity as part of that workload
  • in some cases, we may decline a development request. If this happens we’ll always clearly communicate why this hasn’t been accepted onto our product roadmap
  • the support agent will keep the customer up to date at least once a week and immediately that anything changes with the task