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?
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.
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.
1 hour
8 hours
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.
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).
6 hours
3 working days
5 working days
this is an inquiry regarding a routine technical issue or a bug affecting a small number of users. Acceptable workaround available.
a look and feel issue which can be described as cosmetic.
we’ll acknowledge in 12 hours and diagnose in 1 week
our next available release.
this is when a feature doesn’t exist currently
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.
a targeted release