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.
Listed below are the Priority number, definition and associated response times that we allocate to Cases.
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 | ||
| Essential | Standard | Premier | ||
| 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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