Last Amendment Date: September 13, 2016
Lambda Solutions is committed to providing rapid, high-quality assistance to customers that encounter technical issues with the products we offer. Customers can contact our skilled technical support agents for help.
This Application Support Policy applies to the following Support offerings: Moodle LMS, Totara LMS, and Zoola™.
This Policy applies to the technical support provided by Lambda Solutions as part of the offering acquired by you under your Order Confirmation. Support is subject to the terms and conditions of the Order Confirmation document. Support does not include services for any Lambda Solutions offering or program that is not expressly provided by Lambda Solutions as part of the offering under your Order Confirmation.
This Application Support Policy is subject to change at Lambda Solutions’ discretion; however, Lambda Solutions’ policy changes will not result in a material reduction in the level of support provided during the period for which fees for the applicable offering have been paid.
Application Support Agent
A person charged with providing front line support via support ticket, phone, email, and chat applications.
Lambda Solutions’ Help Desk (https://techsupport.lambdasolutions.net) is available 24/7/365.
Live support is available 8:00 AM to 8:00 PM (Eastern Time), Monday through Friday, with the exception of United States Federal Holidays.
Training courses that cover the essentials of an application to enable you to fulfil the day to day tasks required of the system.
Means either: (a) the online Order Confirmation that you submit to Lambda via the Lambda Website, or (b) any other written Order Confirmation (either in electronic or paper form) provided to you by Lambda for signature that describes the Hosting Services you are purchasing, and that may be signed by you, either manually or electronically.
The subscription to support services is valid for the length of the term.
The fees paid by you for the Support offering under your ordering document (signed Order Confirmation) include the Support described in this Policy. You will not be separately invoiced for support provided as part of the Support offering.
Support is effective upon the effective date specified on your signed Order Confirmation, and ends upon the expiration or termination of the Support offering under such signed Order Confirmation (the “support period”). Lambda Solutions is not obligated to provide Support beyond the end of the support period.
Your technical contacts, Lambda recommends up to 3 per organization, are the sole liaisons between you and Lambda Solutions for support of the Support programs. Your technical contacts must have, at minimum, initial product Fundamentals Training and, as needed, supplemental training appropriate for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts must be knowledgeable of the Application Support Policy and your application environment (Moodle LMS, Totara LMS or ZoolaTM) in order to help resolve system issues and to assist Lambda Solutions in analyzing and resolving service requests. When submitting a service request, your Application Support Agent should have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Lambda Solutions in diagnosing and triaging the problem. To avoid interruptions in support services, you must notify Lambda Solutions whenever technical contact responsibilities are transferred to another individual.
Lambda Solutions may review service requests logged by your technical contacts, and may recommend specific training to help avoid service requests that would be prevented by such training.
Upgrade means a subsequent release of the application which Lambda Solutions generally makes available for subscription to its supported customers at no additional license fee, provided you have a subscription offering that includes software upgrades for such subscription for the relevant time period. Upgrades are provided when available (as determined by Lambda Solutions) and may not include all versions previously available. Lambda Solutions is under no obligation to develop any future features or functionality. Any upgrade made available will be scheduled for installation. Notifications will be sent regarding the scheduled date and time of the upgrade.
Right to Retire Support
It may become necessary as a part of Lambda Solutions’ product lifecycle to retire support certain version releases of a product and, therefore, Lambda reserves that right.
First and Second Line Support
You are required to establish and maintain the organization and processes to provide “First Line Support” directly to your users. First Line Support shall include but not be limited to (i) a direct response to users with respect to inquiries concerning the application environment, functionality or operation of the application environment, (ii) a direct response to users with respect to problems or issues with the application environment, (iii) a diagnosis of problems or issues of the application environment, and (iv) a resolution of problems or issues with the application environment.
If after reasonable efforts you are unable to diagnose or resolve problems or issues you may contact Lambda Solutions for “Second (2nd) Line Support.”
Second Line Support shall consist of (i) a diagnosis of problems or issues with the application environment, and (ii) reasonable efforts to resolve reported and verifiable errors in the application environment so that it performs in all material respects.
Lambda Solutions may review service requests logged by your technical contacts, and may recommend specific organization and process changes to assist you with the practices described in this Support Policy.
Third Party Vendor-Specific Support Terms*
You must remain on a supported application environment – including applications and platforms – to receive technical support. If a Moodle LMS, Totara LMS or ZoolaTM retires support for its product, you may be required to upgrade to a current supported product or application to continue receiving technical support services from Lambda Solutions.
*Third party custom plugins developed for your LMS will require consultation and auditing from Lambda Solutions prior to installation on your Production site. Lambda reserves the right to refuse installation based on results of the audit.
LAMBDA SOLUTIONS TECHNICAL SUPPORT
Lambda Solutions Application Support consists of assistance with service request through our online Lambda Help Desk at https://techsupport.lambdasolutions.net. Access to the Help Desk is defined in Business Hours section of this Support Policy.
Services rendered by the Support Team include 2nd Line Support as described above. Support also includes but is not limited to:
|Moodle Application HOW-TO’s|
|User creation, roles and permissions|
|Course and activity settings|
|Course completion tracking|
|Activity access restrictions|
|Gradebook items & scales|
|User enrolments, cohorts, & groups|
|Course backup & restore|
|Location and Language settings|
|Best practice for security & configuration|
|Totara Application HOW-TO’s|
|Moodle Application HOW-TO’S|
|Zoola Application HOW-TO’s|
|Ad Hoc Views (tables, charts, crosstabs) and all capabilities within|
|Reports and all capabilities within|
|Dashboards and all capabilities within|
|Zoola Reports Scheduler and all capabilities within|
|Domains and all capabilities within|
|User Roles and Permissions and all capabilities within|
| Using and configuring the:- Lambda Zoola block
– Zoola Reports block
– Time Spent Learning Set
|Limited guidance and references for Domain development|
|Hosting Infrastructure Technical Support|
|LMS CRON job|
|SSL certificate installation|
|Content Distribution Network|
|Domain name setup|
|Plugin installation* **|
* Plugin installation does not include testing
** Installation of plugins and themes are limited to Enterprise Plans only.
Lambda Solutions shall have no obligation to provide technical support with respect to the software due to any:
- Repairs or modifications to the application environment made by other than Lambda Solutions which have caused damage to the software or the hosting environment.
- Customer’s connection of a device or a program to the software which makes support impractical or which has caused damage to the software or which is not included.
- On-site support
- Out of working hours support
- Application training
- Application deployment walkthroughs
- Theme development or configuration
- ZoolaTM, Moodle, or Totara report research and development
- Our Application Support Agents are not consultants and their assistance is limited to technical issues that you may encounter with the software. If your query requires training or development, you will be given the option to confer with an experienced consultant for further assistance. Additional fees may apply depending on the service of the request.
- Limited or no Application Support for additional custom plugins, or changes made to the application environment by code changes or requested hosting platform adjustments.
- Service outages and/or decreased performance due to custom plugins, code changes, or requested adjustments to the hosting platform excluded Lambda Solutions liability and commitment to the Hosting SLA
Some of the actions out of scope of the standard support offering may be offered as a separate paid service.
LAMBDA SOLUTIONS HELP DESK
The Lambda Solutions Help Desk (https://techsupport.lambdasolutions.net) is Lambda Solutions’ customer success portal for application support. Access to the Help Desk is governed by this Application Support Policy as well the Acceptable Use Policy (http://www.lambdasolutions.net/legal-information/acceptable-use-policy/), which are subject to change. A copy of these terms are available upon request. Access to the Help Desk is limited to your designated technical contacts and is included as part of the Lambda Solutions offering acquired through your purchase described in your Order Confirmation.
Service requests for application support may be submitted online through Lambda Solutions Help Desk or by telephone. The service request severity level is selected by you and Lambda Solutions and should be based on the following severity definitions:
|Severity 1: Critical||Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.– Service is down or unavailable.– Data corrupted or lost and must restore from backup.
– A critical documented feature / function is not available.
Severity 1 issues require the customer to have dedicated resources available to work on the issue on an ongoing basis with Lambda Solutions.
|Within 1 Hour|
|Severity 2: Major||
Major functionality is impacted or significant performance degradation is experienced. The situation is causing a high impact to portions of your business operations and no reasonable workaround exists.
|Within 4 Hours|
|Severity 3: Minor||There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but not scalable.||Within 12 Hours|
|Severity: Cosmetic||There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business, but your business continues to function. Short-term workaround is available, but not scalable.||Within 24 Hours|
* The response time is in business hours and does not mean that the ticket is resolved; instead, the ticket will at least be verified within the above time frame.
SERVICE REQUEST SEVERITY LEVEL
Initial Severity Level – At the time Lambda Solutions accepts a service request, Lambda Solutions will record an initial severity level of the service request based on the Severity definitions defined above. Lambda Solutions’ initial focus, upon acceptance of a service request, will be to resolve the issue(s) underlying the service request. The severity level of a service request may be adjusted as described below.
Downgrades Of Severity Levels – If, during the service request process, the issue no longer warrants the severity level currently assigned based on its current impact on the production operation of the Support program, then the severity level will be downgraded to the severity level that most appropriately reflects its current impact.
Upgrade of Severity Levels – If, during the service request process, the issue warrants the assignment of a higher severity level than that currently assigned based on the current impact on the production operation of the application environment, then the severity level will be upgraded to the severity level that most appropriately reflects its current impact. In requesting any assignment of a higher severity level, you must provide Lambda Solutions with sufficient information that demonstrates the increased impact of the issue on the production operation of the service.
Adherence to Severity Level Definitions – You shall ensure that the assignment and adjustment of any severity level designation is accurate based on the current impact on the production operation of the Support program. You acknowledge that Lambda Solutions is not responsible for any failure to meet performance standards caused by your misuse or mis-assignment of severity level designations.
SERVICE REQUEST ESCALATION
If you believe in good faith that you have not received quality or timely assistance in response to a Support service request or that you urgently need to communicate important support related business issues to Lambda Solutions management, you may escalate the service request to the Support Services Manager. The escalation process should not be used if you wish to change the reported business impact of the reported issue(s).
For service requests that are escalated, the Lambda Solutions Support Services Manager will be responsible for managing your escalation. The manager will work with you to develop an action plan and allocate the appropriate Lambda Solutions resources. If the issue underlying the service request continues to remain unresolved, you may request that it be escalated to the next level within Lambda Solutions as required. To facilitate the resolution of an escalated service request, you are required to provide contacts within your organization that are at the same level as that within Lambda Solutions to which the service request has been escalated.