Service Level Agreement


Background

We are huge fans of Elon Musk/ Tesla and Google, for rewriting the rule books on:

  • Innovation - creating outstanding, easy to use products that users love
  • Service - being accountable, taking ownership and responsibility for when things go wrong
  • Support - being there, doing the right thing and going the extra mile to help

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.

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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.

iceberg.jpgBy 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:

  • First, the LMS is offered as a buy-now-go-live-now product. We do not create custom developed, singular instances of the platform
    1. Rather we add in new capabilities and enhancements as modules to the core, available to all.
    2. These are activated or deactivated as desired.
    3. We build automated testing scripts that run daily to check each module works as it should, with alarms alerting support teams as needed. Currently we have 37 tests.
    4. This helps us find cascading and complex issues in our development environment.
    5. We have many more alarms set within our hosting environment.
    6. We perform security pen tests every Sunday to: OWASP top 10, Sarbanes Oxley, and ISO 27001 standards. To search for our own human error and assess new potential cyber threats.
  • At each major release, we perform a full, manual testing and validation exercise which includes video screen recordings using our own UAT process. This is available for your team's review/audit.
  • On average for every hour of development we invest between 5 to 10 hours of testing time.

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.

Service levels - Response times

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:  support@createlms.com

Our team is in the process of being structured to provide follow the sun support for exceptional cases (Operational by Oct.2017).

  1. Melbourne - when appropriate, hand issues to 
  2. Glasgow, who continue the work during their shift. Who hand over to 
  3. Denver, who continue the work and then hands the baton back to Melbourne

This turns a normal working day of 8 hours into 21 effective hours.

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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.

Response methodology

  1. The customer success agent gains an:
    • understanding of the severity/priority and the 
    • type of support issue. These can include:
      1. A platform fault > The platform is not operating as designed.  
      2. A user issue > The user lacks understanding or needs training
      3. A platform usability issue > The system might not function quite how how a user expects or needs
    • they check the SLA plan purchased and determine the optimal course of action.
  2. They will communicate via email and send an invite to join a video web meeting which we record (with the user's permission.)
  3. The success agent either:
    • Records the fault, gathers other pertinent information such as browser type etc and takes screengrabs. 
      1. The agent then creates a Ticket in our internal system. Our own internal processes take over and this ticket ID passes all the way to the source code management file
      2. Reports back frequently on the progress 
      3. Updates the shared sheet: ‘Kick Off to Go Live Worksheet’
    • Realises that training is needed and provides, immediate on the spot training to assist the user.

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.

Proposed SLA costs

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  • Where possible we will always try to respond faster. Same working day (Mon-Fri 09:00 to 17:00). Excludes public holidays.

Our List of SOPs

We are a quality organisation, governed by our SOPs. These facilitate consistent and repeatable success.

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Service Level Agreement

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:

Service Availability

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.

support@createlms.com

Priority 1

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.

Resolution

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:

  • In the case of a service interruption, within 1 hour of incident the client is notified of the service interruption via email
  • A ticket is created on the internal bug tracking system You Track
  • Within 120 minutes of incident and every hour thereafter the bug tracking system will be updated
  • Lessons learned SOP 3.5 implemented

Communication

  • The client is notified via email or telephone call to confirm the timelines for the resolution
  • Once resolved the client is notified via email or telephone call
  • Internal CRM system is updated to reflect the support request

Priority 2

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.

Resolution

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:

  • Initial response to the client must be made within 2 hours of notification from the client
  • A ticket is created on the internal bug tracking system You Track
  • Within 140 minutes of incident and every hour thereafter the bug tracking system will be updated

Communication

  • The client is notified via email or telephone call to confirm the timelines for the resolution
  • Once resolved the client is notified via email or telephone call
  • Internal CRM system is updated to reflect the support request

Priority 3

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.

Resolution

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:

  • The initial response must be made within 4 hour of a Priority 3 case notification being received by the client
  • A ticket is created on the internal bug tracking system You Track
  • Within 180 minutes of the incident the tracking system will be updated
  • As the support request is investigated we will notify the client of the progress

Communication

  • The client is notified via email or telephone call to confirm the timelines for the resolution
  • Once resolved the client is notified via email or telephone call
  • CRM system and Operations worksheets are updated to reflect the support request

Priority 4

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.

Resolution

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:

  • Initial response must be made within 4 hours of a Priority 4 case
  • A ticket is created on the internal bug tracking system You Track if required
  • As the support request is investigated we will notify the client of the progress

Communication

  • The client is notified via email or telephone call to confirm the timelines for the resolution or development requirements
  • Once resolved the client is notified via email or telephone call
  • CRM system and Operations worksheets are updated to reflect the support request

Last updated: 4th September 2017.

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