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Avoid Assessment Pitfalls
LearnUpon shall provide You with Support Services between the business hours of 12:00 am and 11:59 pm Eastern Standard Time, Monday to Friday (excluding bank and US public holidays).
Support documentation is available in the LearnUpon knowledgebase: https://support.learnupon.com
Support Assistance Requirements
Support assistance is available by submitting an email request through:
To receive support assistance, users must be an Administrator in the Top-Level Portal. LearnUpon must be able to reproduce errors in order to resolve them. You will cooperate fully with LearnUpon to achieve resolution of any requests. Subject to Your approval, You may be asked to provide access to Your Portal by an authorized LearnUpon representative to assist in troubleshooting the request.
Email requests must contain:
Support Exclusions
LearnUpon will not be responsible for providing Support Services for issues arising from:
Response Priority Level
LearnUpon will review the issue and determine a priority level as defined below:
Priority Level
Description
“Critical”
The entire Platform is not working
“High”
A major component of the Platform is not working that materially restricts the use or performance of the Platform
“Medium”
A minor component or enhancement to the Platform is not working but is only causing a minor impact on the operation of the Platform
“Low”
A problem that does not restrict the operation of the Platform
LearnUpon shall use reasonable commercial efforts to resolve requests for Support Services either by finding a workaround or fixing the issue in accordance with the following time periods:
First Response Times
Target Resolution Times
Within 4 business hours
Within 24 business hours
Within 2 business days
Within 1 week
As soon as reasonably practicable
At LearnUpon’s discretion