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Support Services

Effective: 5th December 2019

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:

  • Date and time of issue occurrence
  • Portal name of where the issue is occurring
  • The user(s) affected by the issue
  • Description of the issue including Browser version, Content affected, and steps to reproduce the issue
  • Screenshots or video capture of the issue
  • Description of the suggested priority level of the issue.

Support Exclusions

LearnUpon will not be responsible for providing Support Services for issues arising from:

  • Improper use of the Platform
  • Modifications, integrations, or customizations made to the Platform by anyone other than LearnUpon
  • Support or troubleshooting of E-Learning Content built with third party authoring tools.

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:

Priority Level

First Response Times

Target Resolution Times

“Critical”

Within 4 business hours

Within 24 business hours

“High”

Within 24 business hours

Within 2 business days

“Medium”

Within 1 week

As soon as reasonably practicable

“Low”

At LearnUpon’s discretion

At LearnUpon’s discretion