EduCare Service Level Agreement (website)

Last Updated: 24 April 2018

This service level agreement (SLA) describes the general levels of service available to our customers. This SLA is written in a spirit of partnership. We will always do everything possible to rectify every issue in a timely manner as outlined below.

Support Period

EduCare support is available to customers from 8.30am - 5.00pm (GMT) on business working days.

Customer Service Support

EduCare’s customer service team will endeavour to:

  • Reply to your email enquiry within 24 hours of receiving your communication
  • Answer your telephone call within 5 rings, 95% of the time
  • Identify ourselves by name in all communications
  • Respond to your voicemail message within 24 hours

Technical Support

EduCare’s technical support team will endeavour to:

  • Respond to critical technical faults within two hours of receipt and verification of a report made to EduCare.
  • For essential LMS updates and development work, a minimum notice period of 48 hours will be provided for any planned work to take place during normal business hours of Monday to Friday 08:30 to 17:00. EduCare will make all reasonable endeavours to avoid outages during normal business hours.

As soon as a client reasonably becomes aware of an issue, EduCare should be informed in one of the following ways:

  • Live chat facility available on the EduCare Website
  • By emailing EduCare
  • By telephone to 01926 436219
  • Within the help’ section of the Learning Management System (LMS) – contact us page

 Each issue notification shall include the following information:

  • Organisation name
  • The name of the person reporting the issue
  • Details of the issue (Screenshots, error messages etc)
  • Any other information needed for EduCare to resolve the issue as quickly as possible.

The customer shall also reasonably provide EduCare with any further information that we might require in order to correctly diagnose and resolve an issue. The customer agrees that EduCare cannot begin the process of issue resolution until EduCare has been able to replicate the issue. End users shall provide EduCare with all reasonable assistance required to enable us to rectify the issue.

EduCare will notify the customer by email or website message when EduCare believes that the issue has been resolved. Unless EduCare receives notification from customers to the contrary within three business days of such notification, an issue will be considered ‘closed’.

EduCare shall use its reasonable endeavours to resolve each issue notified within the following timescales:

Priority

Issue

Response

1 - Critical

System Unavailable

Target issue response within 2 working hours.

Target fix within 4 working hours.

2 - Major

System available, but a complete function unavailable

Target issue response within 6 working hours.

Target fix within 2 working days.

3 - Other

System available, fault exists but can workaround

Target issue response within 1 working day.

Target fix within 5 working days.

Note:

Where a problem requires action by a third party supplier, e.g. British Telecom, this response time cannot be guaranteed. The same applies to circumstances beyond EduCare’s control - for instance: flood.

This SLA also does not apply if the customer is in breach of its contract with EduCare for any reason (e.g. late payments of invoices). However, EduCare aims to be helpful and accommodating at all times; doing it’s absolute best to assist customers wherever possible.