We are huge fans of Elon Musk/ Tesla and Google, for rewriting the rule books on:
We have organized our teams and processes in such a way to enable this to happen. At Create LMS, everyone is empowered, trained and resourced to solve customers issues.
Our goal is to move you from ‘customer’ to ‘evangelist’ - this is one of our most important business KPI’s.
To facilitate this we have an unusual structure, everything and everyone reports into customer success, even our R&D team. This is because customers give tremendous insight and invaluable ideas, which allows us to drive the product and service innovation/evolution to build the World’s best LMS.
By applying this methodology, we fix this issue shown in this image which is prevalent in many businesses.
When considering support, it is important to understand our approach to designing and building our LMS platform:
This attention to robustness, allows us to place a support button on every page of the LMS and offer support to every user. Your users issues are our issues and we stand fully behind our product.
If you are experiencing a system related issue we will respond within 2 hours. In most priority 1 and 2 events, our team should already have had a system generated alert. However, your timely call will assist us greatly.
Generally, each team serves its own local time zone (09:00 to 17:00 Monday to Friday). For those who have invested in our platinum or gold service packs they gain near 24 hour coverage. In any event just email: firstname.lastname@example.org
Our team is in the process of being structured to provide follow the sun support for exceptional cases (Operational by Oct.2017).
This turns a normal working day of 8 hours into 21 effective hours.
To correctly set expectations, our development team is located in Poland on UTC+1, who operate Monday to Friday 09:00 to 17:00. Issues are repaired according to our SOP’s/SDLC.
This approach saves everyone a lot of time and frustration and enables us to investigate and fix any issues faster. It is perfect for busy instructors who are encouraged to reach out at the time needed, for example, mid way through a class build.
We are a quality organisation, governed by our SOPs. These facilitate consistent and repeatable success.
Create LMS target response times and actions taken to resolve client support requests are based on an assessment of the impact of the reported technical issue on your business. All support requests submitted to Create LMS via (email, phone, online chat etc) will be assigned a priority level. The priority level is established and assigned according to the following:
Email, telephone and chat support is available within business working hours (Mon-Fri) within your time zone. Your dedicated support contact information is detailed in the shared worksheet called ‘Kick off to Go Live Worksheet.
The platform is unavailable to users and organisations and will have a critical business impact due to the client’s inability to access critical functionality. This requires immediate resolution. The day to day tasks that should be executed immediately cannot be executed because of lack of availability of the service or interruptions in the main functions of the service.
Responding to a Priority 1 support request involves reacting to the client’s emergency situation by applying suitable resources immediately to resolve the support requests. Priority 1 support requests will, unless otherwise agreed upon with the client be serviced on a continual effort basis until the Priority 1 condition has been resolved. It is to be understood that the resolution to Priority 1 conditions may come in a variety of forms, including temporary relief, that is viable in enabling the client’s business to operate until a more comprehensive solution is provided. In the case of a client request that is assigned P1 status, an initial response is made within 1 hour during standard support time. On-going communication is per hour until the request is resolved or lowered to a Priority 2 by agreement with the client.
The following will be implemented in the event of a Priority 1 incident:
The service is available but is severely limited in terms of functionality and usability, due to performance issues or errors in expected behaviour. An application error has occurred which does not prevent operation of the service however could severely hamper normal operations e.g. failure in expected behaviour or performance degradation. The error is attributed to malfunctioning or incorrect behaviour of the service.
Priority 2 support requests will be serviced as critical during normal business hours until the Priority 2 condition has been resolved, unless an alternative client agreement exists.
The following will be implemented in the event of a Priority 2 incident:
Minor business impact which indicates the service is usable with some less significant features (not critical to operations) are unavailable. That results in minimal or no interruptions to normal current operations resulting in no immediate business impact. It may affect the client’s ability to meet near term deadlines.
Priority 3 support requests will be serviced as having high importance to both the client and customer services. Such issues will be progressed during normal business hours until the Priority 3 condition has been resolved.
The following will be implemented in the event of a Priority 3 incident:
As the support request is investigated we will notify the client of the progress
Negligible business impact where the issue results in little impact on current client operations. The issue consists of ‘how to’ questions including issues related to APIs and integration, installation and confIguration inquiries, enhancement requests, or documentation questions.
Priority level 4 support requests will be serviced during normal business hours until the Priority 4 condition has been resolved.
The following will be implemented in the event of a Priority 4 incident:
Last updated: 4th September 2017.