ClassLink Technical Services. 3.1 The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink.
3.2 The following technical services are the responsibility of ClassLink.
a. Toll-free telephone technical support
b. Monitored support case system (helpdesk ticket system)
c. Monitored email request for support at xxxxxxxx@xxxxxxxxx.xxx
d. Ensure core reports function properly
e. Development and installation of periodic software updates and enhancements
f. Continuous system diagnostic monitoring
g. Data backup
h. Disaster/data recovery
3.3 ClassLink responsibilities in support of this SLA also include:
a. Meeting response times associated with service related incidents.
b. Appropriate notification to Customer for all scheduled maintenance.
c. Changes to services will be communicated and documented to Customer.
d. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues.
3.4 The following technical services are outside the scope of this SLA and are available for purchase separately.
a. Any administrative or user training
b. Onsite assistance
ClassLink Technical Services. 3.1 The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink.
3.2 The following technical services are the responsibility of ClassLink.
a. Troubleshoot access to ClassLink from any device, browser, native app (iOS, Android, Universal Windows App)
b. Creation of new single sign-on connectors
c. Assistance with making settings changes in ClassLink Management Console, or any ClassLink module
d. Continuous system diagnostic monitoring
e. Ensure all ClassLink systems function properly
f. Development and installation of periodic software updates and enhancements
g. Data backup
h. Disaster/data recovery
3.3 ClassLink responsibilities in support of this SLA also include:
a. Meeting response times associated with service related incidents.
b. Appropriate notification to Customer for all scheduled maintenance.
c. Changes to services will be communicated and documented to Customer.
d. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues.
e. Initial and additional ongoing training for Customer key technology staff.
f. Initial and additional ongoing training for Customer key instructional staff.
3.4 The following services are outside the scope of this SLA and are available for purchase separately.
a. Onsite assistance
ClassLink Technical Services. 3.1 The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink.
3.2 The following technical services are the responsibility of ClassLink.
a. Toll-free telephone technical support
b. Monitored support case system (helpdesk ticket system)
c. Monitored email request for support at xxxxxxxx@xxxxxxxxx.xxx
d. Ensure core reports function properly
e. Development and installation of periodic software updates and enhancements
f. Continuous system diagnostic monitoring
g. Data backup
h. Disaster/data recovery
3.3 ClassLink responsibilities in support of this SLA also include:
a. Meeting response times associated with service-related incidents.
b. Appropriate notification to Customer for all scheduled maintenance.
c. Changes to services will be communicated and documented to Customer.
d. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues.
e. Initial and additional ongoing training for Customer key technology staff.
f. Initial and additional ongoing training for Customer key instructional staff.
3.4 The following technical services are outside the scope of this SLA and are available for purchase separately.
a. Onsite assistance
ClassLink Technical Services. The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink. The following technical services are the responsibility of ClassLink. Troubleshoot access to ClassLink from any device, browser, native app (iOS, Android, Universal Windows App) Creation of new single sign-on connectors Assistance with making settings changes in ClassLink Management Console, or any ClassLink module Continuous system diagnostic monitoring Ensure all ClassLink systems function properly Development and installation of periodic software updates and enhancements Data backup Disaster/data recovery ClassLink responsibilities in support of this SLA also include: Meeting response times associated with service related incidents. Appropriate notification to Customer for all scheduled maintenance. Changes to services will be communicated and documented to Customer. ClassLink, at its discretion, may contact Users directly to investigate and resolve software performance issues. Initial and additional ongoing training for Customer key technology staff. Initial and additional ongoing training for Customer key instructional staff. The following services are outside the scope of this SLA and are available for purchase separately. Onsite assistance Customer agrees that there will be occasional service disruptions of ClassLink products for maintenance and upgrades. Appropriate notification to Customer will be made for all scheduled maintenance. ClassLink strives to minimize service disruptions for maintenance and upgrades. Customer agrees that from time-to-time ClassLink products may be inaccessible or inoperable due to causes beyond the control of ClassLink, including, but not limited to: the interruption or failure of telecommunication or digital transmission links; hostile network attacks; network congestion; or other failures (collectively “Downtime Outside of ClassLink Control”). Service disruptions due to Downtime Outside of ClassLink Control will not be included in the calculation of Unscheduled Downtime. Unscheduled Downtime is the amount of time during which a ClassLink product is inaccessible or inoperable, outside of scheduled maintenance and upgrades, and not due to Downtime Outside of ClassLink Control. Credit for Unscheduled Downtime is calculated using the following Uptime-tiered approach. The following steps describe the method of calculating Credit for Unscheduled Downtime.
ClassLink Technical Services. The purpose of technical services within this SLA is to ensure the usability of such that the software works as intended by ClassLink. The following technical services are the responsibility of ClassLink. Troubleshoot access to ClassLink from any device, browser, native app (iOS, Android, Universal Windows App) Creation of new single sign-on connectors Assistance with making settings changes in ClassLink Management Console, or any ClassLink module Continuous system diagnostic monitoring Ensure all ClassLink systems function properly Development and installation of periodic software updates and enhancements Data backup Disaster/data recovery ClassLink responsibilities in support of this SLA also include: Meeting response times associated with service related incidents. Appropriate notification to Customer for all scheduled maintenance. Changes to services will be communicated and documented to Customer. ClassLink, at its discretion, may contact users directly to investigate and resolve software performance issues. Initial and additional ongoing training for Customer key technology staff. Initial and additional ongoing training for Customer key instructional staff. The following services are outside the scope of this SLA and are available for purchase separately. Onsite assistance The following provides relevant details on technical service availability. ClassLink Help Desk telephone support is available from 7am to 8pm Eastern, Monday through Friday, except ClassLink observed holidays. ClassLink provides the following methods of accessing technical services: Toll-free telephone technical support at 888-963-7550 Monitored support case system (online helpdesk ticket system) Monitored email request for support at xxxxxxxx@xxxxxxxxx.xxx Monitored Twitter posts and direct messages at @classlinkhelp and @classlink In support of services outlined in this SLA, ClassLink will respond to service related incidents and/or requests submitted and prioritized by the Customer within the following time frames: 0-2 hours (during business hours) for issues classified as high priority. Within 24 hours for issues classified as medium priority. Within 3 working days for issues classified as low priority. Customer responsibilities and/or requirements in support of this SLA include: Reasonable availability of Customer representative(s) when resolving a service related incident or request. Proactive communication of necessary information to assist in resolving a service related inc...
