Support Services Overview

Created by Tom Ireland, Modified on Fri, 21 Nov at 6:23 PM by Tom Ireland

Our Support team is here to help you get the most out of your learning platform. We’re available Monday to Friday, 09:00–17:00, and use an online helpdesk to make sure every question or issue is tracked and handled efficiently. Key members of your team will have access to the helpdesk so they can ask for support whenever they need it.

Types of Helpdesk Tickets

When you raise a ticket, you’ll be asked to choose one of four types. This helps us understand what you need and make sure your request goes to the right people.

Query – for questions about how the product or service works.
Request – when you need us to make a change to your site or settings.
Bug – when something isn’t working as expected.
Site refresh – when your staging site needs to be updated to match your live site.

When you submit a ticket, we’ll review it according to the SLA that applies to the priority you’ve chosen. From there, our Support team will investigate the issue and guide you through the next steps

How We Prioritise Your Tickets

Every ticket is assessed by our Support team. We use four levels of severity to help us decide how quickly we need to respond and how best to resolve the issue.

Severity	Definition	Target response time	Resolution time*
S1	Critical – site offline for all users.	1 hr respond	1 day
S2	High – functionality issues affecting the ability of multiple users to complete significant online tasks and where no workaround exists.	4 hrs respond	2 days
S3	Medium – issues affecting a subset of users’ ability to complete significant online tasks.	8 hrs respond	3 days
S4	Low – issues affecting a low number of users, or issues requiring technical investigation, bug diagnosis, or suggestions/ideas.	16 hrs respond	N/A*
Resolution time refers to the time it takes for us to understand the problem and share the steps needed to move forward. This may involve recommending configuration changes. Bugs, change requests and issues caused by client-side configuration are not covered by SLA resolution times.*

We always aim to resolve issues as quickly as possible, and all response and resolution times apply within our normal working hours.

Support Budget

Your support budget includes a set amount of pre-purchased time. This is used for all support interactions between your team and ours.

Our standard support covers helpdesk responses, support delivered outside of the web application, booked Teams calls and activities such as site configuration.

We record the time used in our timesheet system at either:

our standard support rate for administrative queries, explanations or straightforward issues, or
our consultancy rate for problem-solving, data configuration, advanced technical support, or any in-person or highly specialist guidance.

Your CRM (Client Relationship Manager) works closely with the Support team and will be your key point of contact for commercial, contractual or escalation-related matters. They’ll help ensure you always get the right level of support for your needs.