Level 1 - Initial Response & basic resolution
- Requests for support will be fulfilled based on priorities (High, Medium, and Normal) which are determined by urgency and level of impact.
- Initial response will be within 1 business day, during business hours.
Tier 2 Escalation – Content based issues
- If our support tech is unable to assist with customer issue, the request will be escalated to Tier 2 review.
- Student will be notified of escalation, and initial response from Tier 2 support will be within 72 hours.
- Dependent upon the issue, resolution may take longer. Student will be kept updated of status.
Tier 3 Escalation – Product/ Database issues
- If Tier 2 determines issue is related to Product or Database issues, the request will be escalated to Tier 3 support.
- Student will be notified of escalation, and initial response from Tier 2 support will be within 72 hours.
- Dependent upon the issue, resolution may take longer. Student will be kept updated of status.
Student Communication during Escalation
- Informing of escalation and status
- Provide estimated time to resolve
- Provide date of next update/check-in, regardless of resolution