When a Case is reported to our Support Team we notify you by email that your query has been received and then we allocate a Case ID and a Priority.
First Technical Contact (FTC) is defined as the time the assigned (or named) Support Analyst contacts you about the case.
|Priority||Definition||FTC response time by plan|
|Priority 1 (Critical)||Support issues which render the LMS unusable (Major Incident).||2 Working Hours||1 Working Hour||1 Working Hour|
|Priority 2 (High)||Support issues which render key areas of the LMS or content in the LMS unusable||2 Business Days||2 Working Hours||2 Working Hours|
|Priority 3 (Normal)||Support issues which do not render the LMS unusable but significantly impacts on the End User’s ability to perform a required action||2 Business Days||4 Working Hours||4 Working Hours|
|Priority 4 (Low)||Support issues which do not render the system or content unusable but have some impact on access, usability and accuracy of the LMS||2 Business Days||1 Business Day||1 Business Day|
A Case will be lowered in its level of priority and notified to you once a suitable Workaround has been provided. All Permanent Fixes are subject to investigation, implementation and testing, and may require up to 4 weeks for such Permanent Fixes to be released, subject to your agreement.
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