Applied LMS · Legal
Technical Support Description
AppliedLMS is committed to delivering exceptional technical support to ensure smooth operational experiences for our customers. This page provides information on how to access support, issue severity levels, and response procedures.
1. How to Request Technical Support
Authorized Users can submit support requests through:
- Service Desk Portal: Service Desk Link
- Email: [email protected]
2. Problem Severity Levels and Response Times
- Severity Level 1 – Critical: Service is non-functional or inaccessible, unauthorized data exposure, or security incidents.
- Severity Level 2 – High: Significant interruption of critical functions with no workaround.
- Severity Level 3 – Medium: Minor interruption of non-critical functions.
- Severity Level 4 – Low: General questions or minor issues.
3. Response Times by SLA Tier
| Severity Level | Basic | Advanced | Unlimited |
|---|---|---|---|
| Severity 1 | 1 Business Day | 2 Hours | 1 Hour |
| Severity 2 | 2 Business Days | 4 Hours | 2 Hours |
| Severity 3 | 3 Business Days | 1 Business Day | 8 Hours |
| Severity 4 | 4 Business Days | 2 Business Days | 24 Hours |
4. Support Channels and Availability
| Support Channel | Basic | Advanced | Unlimited |
|---|---|---|---|
| Email and Portal | 9-5 EST, Mon-Fri | 24/5 EST | 24/7 EST |
| Dedicated Team | Not Included | Included | Dedicated Account Manager |
5. Access to Documentation and Knowledge Base
All customers have access to:
- Documentation: Full product documentation for configuration and troubleshooting.
- Knowledge Base: Self-service resources including FAQs, community forums, and how-to guides.
6. Exclusions from Support
- Customer misconfigurations or third-party integrations.
- External systems or networks outside AppliedLMS’s control.
- Non-production installations, unless covered by a separate maintenance agreement.
7. Additional Information
For detailed SLA terms, including uptime guarantees and financial accountability, refer to the Service Level Agreement (SLA).