UpsideLMS Support

Standard Support Plan for UpsideLMS

We offer a complete support system for our product offerings as well as for the custom solutions we develop for you. The objective is to provide you with a comprehensive support package enabling you to serve your customers reliably.

We offer the following Standard Support Plan as listed below, which is at no additional cost. This constitutes web-based, offshore support, while onshore support will bear additional charge as per the local partner.

We also program custom support packages for you if you have specific and special requirements.

This plan is applicable for both the Hosted offering and the Behind-the-firewall deployments.

	Standard
Access to online Support Portal** as a reporting and tracking tool
Access to email# as a reporting method
Telephone / Skype / Online Meeting support for authorized contacts
Number of Authorized Contacts	2
Support Team Availability	24/7
Assigned support representative
Technical account reviews once per quarter
Issue Level – Response Time First Response Priority 1 Priority 2 Priority 3 Emergency	Up to 30 minutes 2 WH 4 WH 8 WH Immediate

** The Support Portal triggers automated email alerts.

^# Special email IDs can be set for receiving support emails (e.g. you_customer.support@upsidelearning.com)

WH - Working Hours