Technical Support Description

AppliedLMS’s technical support is committed to providing excellent service and resolving technical inquiries in the shortest possible time.

Technical Support is provided to customers with a valid agreement and support fees paid for AppliedLMS Software. It is provided to customers experiencing operational and/or usability issues. It can also assist with how-to questions on functionality or usability, administration and/or configuration, and documentation/information requests, including enhancement or feature requests.

The Service Provider will provide Help Desk support to Subscriber. Technical Support is provided remotely and does not include on-site assistance. Our support languages are English and French.

Technical Support for non-production installations of AppliedLMS software is provided to customers with a valid maintenance, but severity levels and response times do not apply.

Technical Support will include any research and resolution activity performed by the Service Provider.

Request for Technical Support. Authorized Users will make Technical Support requests by submitting a request via the Service Provider’s customer service web portal. The link is: https://appliedlms.atlassian.net/servicedesk/customer/user/login?destination=portals – Or via email to [email protected]

The Technical Support staff shall assign to the request the Problem Severity Level (as defined herein) indicated by the requestor.

Problem Severity Levels 1 and 2 Response. For Technical Support requests, within the Request Response Time of such a request, the Service Provider shall confirm to the requestor receipt of the request by the Service Provider. Suppose a Problem Severity Level 1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor after the requestor makes the initial request for Technical Support. In that case, the Service Provider will: take and continue to take actions which will most expeditiously resolve the request.

Problem Severity Levels 3 and 4 Response. For Technical Support requests, within the Request Response Time of such a request, the Service Provider shall confirm to the requestor receipt of the request by the Service Provider. Suppose a Problem Severity Level 1 or 2 request cannot be corrected to the reasonable satisfaction of the requestor after the requestor makes the initial request for Technical Support. In that case, the Service Provider will: take and continue to take actions which will most expeditiously resolve the request.

TECHNICAL SUPPORT

PROBLEM SEVERITY LEVELS

Problem Severity Level 1

This Problem Severity Level is associated with: (a) Services, as a whole, being non-functional or are not accessible; (b) unauthorized exposure of all or part of Subscriber Data; or (c) loss or corruption of all or part of Subscriber Data,(d) any security incident.

Problem Severity Level 2

This Problem Severity Level is associated with significant and-/-or ongoing interruption of an Authorized User’s use of a critical function (as determined by the Authorized User) of the Services and for which no acceptable (as determined by the Authorized User) workaround is available.

Problem Severity Level 3

This Problem Severity Level is associated with: (a) minor and-/-or limited interruption of an Authorized User’s use of a non-critical function (as determined by the Authorized User) of the Services; or (b) problems which are not included in Problem Severity Levels 1 or 2.

Problem Severity Level 4

This Problem Severity Level is associated with: (a) general questions pertaining to the Services; or (b) problems not included in Problem Severity Levels 1, 2, or 3.

SERVICE LEVELS

AVAILABILITY SERVICE LEVEL

Definitions.

Actual Uptime shall mean the total minutes in the reporting month that the Services were available to Authorized Users for normal use.

Maintenance Window shall mean the total minutes in the reporting month represented by the following day(s) and time(s) during which the Service Provider shall maintain the Services: 2 hours per month.

Scheduled Downtime shall mean the total minutes in the reporting month represented by the Maintenance Window. The following downtime and maintenance windows shall not constitute downtime:

any scheduled maintenance of which the Customer has been notified;
unavailability caused by factors outside of AppliedLMS’s reasonable control, such as unpredictable and unforeseeable events that could not have been avoided even if reasonable care had been exercised, for example, but not limited to:
1. overload, slowdown or non-availability of the Internet
2. unavailability caused by factors outside of AppliedLMS’s reasonable control, such as unpredictable and unforeseeable events that could not have been avoided even if reasonable care had been exercised, for example, but not limited to non-availability of central internet services (e.g. DNS server) due to a virus or hacker attacks
3. a Force Majeure Event
4. acts or omissions of the Customer (except otherwise agreed upon with AppliedLMS) or third parties outside AppliedLMS´s control
5. problems caused by systems of the Customer or hardware and software and network infrastructure of third parties insofar as these are beyond the control of AppliedLMS

Scheduled Uptime shall mean the total minutes in the reporting month less the total minutes represented by the Scheduled Downtime.

Service Level Basic. Services will be available to Authorized Users for normal use 99.00% of the Scheduled Uptime.

Details of service-level agreements are available at https://appliedlms.com/service-level-agreements-sla/ (or a successor location).

TECHNICAL SUPPORT PROBLEM RESPONSE SERVICE LEVEL

Definition. Total Problems shall mean the total of problems occurring in the reporting month.

Service Level Standard. Problems can be confirmed as received by the Service Provider 90% of the time each reporting month, in accordance with the Request Response Time associated with the Problem Severity Level.

AppliedLMS is not required to provide any support under the Agreement, and this SLA is directly related to defects or malfunctions attributable to any of the following:

A defect that AppliedLMS cannot reasonably reproduce given a series of steps that Customer has taken to produce the Defect, using the then current version of the SaaS-delivered by AppliedLMS to Customer.

The hardware or operating system on which the Customer connects to SaaS.

Use of the SaaS not in accordance with AppliedLMS’s then-current documentation.

Gross negligence of the Customer, misuse or operator error; any other software (e.g. database software) that connects to the SaaS; or

Any other cause which, in the Parties’ mutual reasonable determination, is not inherent in.

AppliedLMS will support the Customer in good faith, using reasonable efforts,

to determine, confirm, and resolve defects related to points 1. to 5. above.

ACCESS TO DOCUMENTATION, HOW-TO ARTICLES, AND KNOWLEDGE BASE

Customers under the valid agreement have access to the AppliedLMS documentation, how-to articles and knowledge base pages located at AppliedLMS Knowledge Base.

SUPPORT OFFERINGS

Depending on the client’s needs, AppliedLMS offers different support offerings located at AppliedLMS SLA. For all customers who have a valid agreement for their product for a licensed period, any Support offering includes

Technical support for the AppliedLMS product with an active support contract

Access to AppliedLMS technical Help Desk

CONTACTING APPLIEDLMS SUPPORT

Technical Support can be contacted via Help Desk only by sending an email to [email protected] or logging into the service desk portal at: https://appliedlms.atlassian.net/servicedesk/customer/portal/1

Product Questions

If you have a product question that our documentation or training videos do not answer or experienced an error while using the product an appropriate request should be opened