Lms Service Level Agreement

Posted on Saturday, April 10th, 2021 at 9:09 am

The objective of this agreement is to ensure that the right elements and commitments are in place to provide the customer with consistent IT support and consistent delivery from us. Effective in-scope service support is the result of maintaining consistent service levels. The following sections contain relevant information on service availability, monitoring of services available in the validity area and associated components. In order to support the services described in this Agreement, the service provider responds to incidents and/or service requests submitted by the Customer within the following time frame: the expected shutdown period is a scheduled interruption of ScholarLMS Services for network upgrades or device exchanges to provide you with a better service. Scheduled downtime occurs during declared downtime, with the largest possible email warning with a notification of at least 24 hours. Create target LMS response times and measures to address customer support requirements are based on an assessment of the impact of the reported technical issue on your business. All requests for assistance sent to Create LMS via (e-mail, phone, online chat, etc.) will receive a priority level. The priority level is defined and assigned according to the following criteria: Exceptions to maintenance and support services are: Unicorn offers a very robust service, the level of service for the availability of the LMS is 99.75% based on 24 hours x 365 days, with no scheduled or scheduled downtime. The service provider is responsible for the following detailed service parameters as part of the ongoing assistance to the agreement. If you have a systemic problem, we will respond within 2 hours.

For most priority events 1 and 2, our team should already have a system-generated warning. But your call in time will help us a lot. In general, each team serves its own local time zone (Monday to Friday from 9 a.m. to 5 p.m.). For those who have invested in our platinum or gold service packs, they receive almost 24 hours of coverage. In any case, only e-mail: support@createlms.com To facilitate this, we have an unusual structure, everything and everyone reports the success of the customer, including our research and development team. This is because customers give invaluable ideas and ideas that allow us to promote innovation/product development and services to build the best LMS in the world. Minor commercial effects indicating that the service can be used with some of the less important functions (important for operation) are not available.

This results in minimal or no interruptions to normal operations, which have no direct impact on business. It can affect the client`s ability to meet short-term deadlines. Assumptions about services and/or in-scope components are: Below, the priorities we assume for appeals and the rationale for attribution. If you are unsure of the priority of your call, ask a member of the support team. This agreement establishes a service level agreement (“SLA” or “agreement”) between ScholarLMS (“ScholarLMS,” “we,” “our” or “we”), whose sole resource location provider is “www.ScholarLMS.com” and our client (“customer,” “customer,” “you”), for the provision of IT services necessary to support and maintain an online learning platform provided and hosted by L. Scholar.

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