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Support hours, how to reach us, what we need from you, and how to escalate issues
Support hours
Our Learnsoft team is distributed across the continental United States. We make every effort to accommodate client timeframes, but Standard Support Hours are 8:30am – 5:30pm PST, except weekends and national holidays. Critical/Emergency site down types of issues are handled 24/7.
Support communication methods
We do ask that all support communication go through the client support portal. This allows issues to be viewed by the team and routed to the best resource to review and resolve your issue. We do ask that, when possible, issues are submitted through the ticket form. Alternatively, sending email to support@learnsoft.com will generate a ticket attached to your account if sent from your official email address.
Web-based self-service
Clients can submit and add notes to tickets and have 24/7/365 access to documentation, release notes and knowledge resources.
Case communication by Email
Ongoing communication may take place by email after a case has been created by replying to emails coming from support@learnsoft.com and without altering the subject line information.
Telephone
If you have an urgent site-down emergency, the support number will connect you to the engineering team. It’s recommended whenever possible a support case be submitted through the Support Portal prior to making a call. This will allow the team to gather needed information about your systems and ensure the right person is available to assist.
The number for urgent, site down EMERGENCY issues is: (858)546-1002.
Web conferencing
In many situations we’ll want to follow-up synchronously to review an issue or demonstrate a resolution in real-time. The Learnsoft team can coordinate this with you using one of our web conferencing platforms.
Reporting an issue
When reporting an issue, provide as much information as you can for the team. Include a full description of the issue with steps to replicate and indicate your business impact (priority) if you think it is not clear.
Details that are helpful to us are if the issue is happening for a specific role or user, in a specific browser, in one location or multiple locations, and any other information that has been discovered in the replication testing.
Include a descriptive title as this will be a way we reference the issue and can quickly identify issues in our queue.
Service severity levels & target response times
Submitting an issue or request in the support portal automatically logs the date and time and sends alerts to the Learnsoft team. Understanding the severity of the problem you are reporting assists in quickly prioritizing your issue.
When submitting a ticket you will see the following description of priorities:
- Critical/Emergency are site down, extreme slowness or issues experienced by all users.
- High issues involve large number of users, serious disruption to business, and may include degraded service for a volume of users.
- Normal represents issues involving degraded service or functionality usually involving a single or small number of users. This also includes product questions, new feature requests, and other support questions that have no impact on functionality.
|
Definition of Ticket Priorities |
Example of Tickets by Priority |
Response Time Targets |
|
Critical/Emergency These issues are usually business critical. They represent an issue for which no workarounds exist, or there is a severe outage, and the system is inoperative. The LMS is down or something which affects a large number of customers. |
The server is down. No one can access or login to the LMS, including Learnsoft staff. |
1 Hour |
|
High A business process is impaired causing a serious disruption of a major business function, and there is no workaround defined resulting in a serious disruption to the business. |
A large volume of users is unable to launch a course, or an assignment did not run as scheduled. Slowness impacting a large volume of users and it is preventing the users from doing their work. |
4 Hours |
|
Normal This usually represents issues with degraded service; that could mean software slowness, product issues, or generally reduced quality of service. Usually there is some kind of workaround or temporary fix available. This also includes product questions, new feature requests, and other support questions that have no impact on functionality. |
Some or a few users are experiencing slowness when using the LMS. LMS related issues with functionality:
General business functionality questions – how to use, when to use, etc. Recommend an enhancement or change to an existing feature. Request ticketing access for another user in your organization. |
8 business hours |
Resolution
Learnsoft will make reasonable efforts to respond to all support requests and remedy any documented reproduceable errors or defects in the product that are submitted through an official channel such as the Customer Support Portal.
Uptime availability of the application is guaranteed within the contractual license agreement, and our team's top priority is to respond to and resolve Priority One (emergency site down) issues within 24 hours. Standard resolution of Priority Two (high) issues is 3 days. Priority Three issues usually related to a bug or error in an existing system are resolved in 30 days by a point release.
While timeframes are variable and sometimes difficult to determine, a commercially reasonable effort will be applied until resolution is reached for all non-routine issues. Examples of these types of issues include enhancements or changes to an existing feature, or account issues for a specific user.
Escalation Procedures
It is our goal to address all issues with speed and efficiency, but we also know that there are times when circumstances change, and issues need to be escalated. When escalating an issue, please reference the ticket title and ticket ID number so we can quickly locate the information we need to verify status and escalate internally.
First Level Escalation
A first step in escalating an issue if you have not received a response is to update the ticket. Additionally, if you raised the issue outside of the support portal, use the ticket form to submit a ticket with a High or Critical priority or email support@learnsoft.com to generate a ticket.
Second Level Escalation
If you have a concern that requires additional attention, or if you are still not getting a response, reach out to your client operations manager by email or phone. They have visibility into the ticketing system and can review status and escalate internally.
Third Level Escalation
If you are unable to reach your client operations manager or feel your issue needs additional attention, contact Courtney Bentley, Director of Client Success by email at cbentley@learnsoft.com or by phone or text message to (810)624-4894.
Fourth Level Escalation
If these escalation points are out of reach or your issue requires top leadership attention, contact Jen Meyer, Chief Operating Officer by email at jmeyer@learnsoft.com or by phone or text message to (443)421-3747.