Home > What happens when I contact support

what happens when I contact support?

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

 

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

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

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

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

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