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: support@appliedlms.com

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).