Support Policy
1. Support Channels
Available Channels
- Email: Support Request
- Knowledge Base: 24/7 access
Response Times
- Critical issues: 2 hours
- Technical problems: 4 hours
- General inquiries: 24 hours
- Feature requests: 5 business days
2. Support Coverage
Technical Support
- Platform access issues
- Course loading problems
- Assessment system errors
- Certificate generation
- Payment processing
3. Service Levels
Platform Availability
- 99.9% uptime guarantee
- Scheduled maintenance windows
- Emergency maintenance alerts
- Status page updates
- Incident reports
Support Hours
- Technical support: 24/5
- Learning support: Business hours
- Emergency support: 24/7
- Holiday coverage published quarterly
4. Issue Resolution
Priority Levels
- Critical: Platform unavailable
- High: Learning blocked
- Medium: Feature impaired
- Low: General inquiries
Escalation Process
- First response resolution target: 70%
- Technical escalation within 4 hours
- Management escalation within 24 hours
- Status updates every 4 hours
5. Self-Help Resources
Knowledge Base
- FAQs
6. Support Limitations
Out of Scope
- Standard interpretation
- Implementation consulting
- Custom development
- Third-party integrations
- Local regulations
Additional Services
- Implementation guidance
- Custom training
- Technical integration
- Consulting services
Last Updated: January 26, 2025
Version: 1.0
Contact Help Center: Support Request