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PHONE HOTLINE: +1.877.700.1118 E-MAIL: sales@lambdasolutions.net
Schedule a meeting

Technical Support Policy

Last Amendment Date: February 14, 2019

OVERVIEW

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 Technical Support Policy (“Policy”) is between Lambda Solutions Inc. (“Lambda”, “we” or “us”) and the <Client> as the purchaser or user of Lambda Services defined in your Service Agreement (“Customer”, “you” or “your”). The commencement date of this Policy (“Commencement Date”) is the date that Customer and Lambda have signed your Service Agreement.By signing a Service Agreement or other Services Agreement (“Agreement” or “Agreements”) that includes this Policy, the Client agrees to comply with this Policy.

This Policy applies to the following Support offerings: Moodle LMS (“Moodle”), Totara LMS (“Totara”), and Zoola™ Analytics (“Zoola”).

This Policy applies to the technical support provided by Lambda Solutions as part of the offering acquired by you under your Service Agreement. Support is subject to the terms and conditions of the Service Agreement 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 Service Agreement.

Lambda Solutions will provide support in accordance with Lambda Solutions’ privacy policy available at: http://www.lambdasolutions.net/legal-information/privacy-policy.

SUPPORT TERMS/DEFINITIONS

Support Ticket or Support Request

These are any submitted committed to Lambda Solutions Support Portal.

Application Support

Support Ticket related to the usage of application Moodle and Totara LMS or Zoola Analytics.

Hosting Support

Support Ticket related to the hosting infrastructure of Moodle and Totara LMS or Zoola Analytics.

Business Hours

Business Hours are between 5:00AM and 5:00PM Pacific Time within Regular Business Days.

Business Days

Any day between Monday and Friday that does not include the listed holidays both in Canada and US: New Year’s Day, Canada Day, Independence Day, and Christmas Day. During these holidays Lambda Solutions will have reduced staff and regular support reply and resolution times may be delayed.

Support Period

Refers to the term within the Service Agreement.

Support Portal

Refers to Lambda Solutions’ indicated portal or interface in which allows customers’ to electronically report, request, or respond to Support Requests.

Support Team

Refers to the employees of Lambda Solutions working on support requests.

Support Services

Refers to the provided services from Lambda Solutions support to the Client.

Technical Contacts

Refers to the liaisons between you and Lambda Solutions for Support of Zoola.

Security Contacts

Refers to specified users within your organization that are capable of receiving messages and notification regarding security and privacy messages from Lambda.

Platform Upgrades

Refers to a new release of Moodle LMS, Totara LMS, or ZoolaTM Analytics that may include error corrections, modifications, or feature releases.

TECHNICAL CONTACTS

As a customer you may designate up to five individuals to liaison between you and Lambda. Your Technical Contacts are required to take the Zoola Fundamentals training available at the Lambda Learning Space.

The Technical Contacts may report Incidents on behalf of other Authorized Users of the Zoola within Customer’s organization, provided that the Named Customer Contact continuously acts as the intermediary between Lambda and such Authorized Users, collaborating with Lambda to resolve the reported Incident and maintaining communication with all involved parties.

Technical Contacts may only be updated and changed by the Primary Technical Contact within your organization.

Security Contacts

In addition to a Technical Contact, a user within your organization should be designated a Security Contact. They will be responsible for receiving messages from Lambda that related to security and or privacy issues, policy changes, or general information surround platform security.

SUPPORT COVERAGE

Learning Management System (LMS)

Lambda Solutions offers its Cloud-Professional and Cloud-Enterprise Clients unlimited application support for the Moodle and Totara LMS.

  • Usage and How-To
  • Configuration and Best Practices
  • Troubleshooting and Diagnosis
  • Lambda Approved Plugin Installation
  • Application Upgrades

Lambda Solutions support team is unable to provide support for:

  • Unapproved third-party plugins
  • Third-party vendor integrations
  • LMS Application core code changes
  • Undocumented LMS features or functionality

LMS API Support

In addition to the application support listed above, Lambda Solutions will offer support

  • Confirmation that API function calls return documented result set
  • Best Practice on API function uses

Lambda Solutions support team is unable to provide support for:

  • Client’s own application code, system configuration, and issues that result from conflicts therein

Lambda Analytics (Zoola) Support

Lambda Solutions will also provide unlimited application support for Zoola Analytics. Lambda Solutions support includes:

  • Usage and How-To
  • Best Practices
  • Troubleshooting and Diagnosis

While not covered explicitly by the Zoola Support Policy, Lambda Solutions does offer consulting services for:

  • Design and development of Data Sources
  • Design and development of Reports

VIP Support

In addition to the coverages listed above, a VIP Support client at Lambda will enjoy:

  • Improved service level agreements
  • Priority support assignments
  • Dedicated support agent

SEVERITY LEVELS

The service request severity level is selected by the Client and Lambda Solutions.

Severity 1: Urgent

Critical production issue that severely impacts your use of the service. The situation halts your business operations and no procedural workaround exists.

Severity 2: High

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.

  • Service is operational but highly degraded performance to the point of major impact on usage.
  • Important features of the Software as a Service offering are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Severity 3: Normal

There is a partial, non-critical loss of use of the service with a medium-to-low impact on your business.

Severity 4: Low

This is a general use question or issue that may be cosmetic. Zoola Analytics operation is unaffected.

SUPPORT LEVELS

Level 1 Support

Initial support including how-to, best practices, general knowledge questions, and known errors. Additionally includes base troubleshooting and defect confirmation.

Level 2 Support

Advanced support requiring the replication of errors and/or anomalies in the product.

Level 3 Support

Escalated support for troubleshooting and consultation, Lambda will remote troubleshoot and consult with the Operations or Product team as needed.

Engineering Support

Support reserved for feature enhancement and platform defect requests of Lambda Products. Lambda will connect our Product Engineering team with the Client. Any work at this level of support may include billable time.

SERVICE LEVEL AGREEMENTS

Application Support

Lambda Solutions will adhere to the following Application Support SLAs

  CLOUD-BASIC CLOUD-PROFESSIONAL CLOUD-ENTERPRISE
Support Business Hours 12 Hours x 5 Business Days 12 Hours x 5 Business Days 12 Hours x 5 Business Days
Support Channels Email Email, Phone, Chat Email, Phone, Chat
Support Hours 10 Hours Unlimited* Unlimited* + Priority

*Please refer to the Support Coverage section for the scope of support coverage.

 

VIP Support Response Times

Lambda Solutions support team commits to responding to VIP client requests within the following times. 

SEVERITY INITIAL RESPONSE TIME ACTION FOLLOW-UP
Level 1: Urgent 0.5 Business Hours  1 Business Hours
Level 2: High 1 Business Hours  2 Business Hours
Level 3: Normal 4 Business Hours  8 Business Hours
Level 4: Low 12 Business Hours  24 Business Hours

 

Support Response Times

Lambda Solutions support team commits to responding to client requests within the following times.

  RESPONSE TIME / FOLLOW UP
Level 1: Urgent 1 Business Hour / 2 Business Hours
Level 2: High 2 Business Hours / 4 Business Hours
Level 3: Normal 8 Business Hours / 10 Business Hours
Level 4: Low 12 Business Hours / 24 Business Hours

 

Hosting Support

Lambda Solutions provides 24/7 hosting support. Our System Operations team is constantly monitoring the hosting environments for our LMS and ZoolaTM Clients. In the event of an emergency, our Support Team will work to contact affected parties. While the System Operations team works to resolve the problem.

SUPPORT PROCEDURES

First Tier 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.

CONTACTING LAMBDA SOLUTIONS

Your Technical Contacts must have, at minimum, initial product 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 Zoola application environment in order to help resolve system issues and to assist Lambda Solutions in analyzing and resolving service requests.

When contacting Lambda Solutions Support Portal please provide the following information so that our team can better help to resolve the problem:

Problem Definition

Provide the Support Team with a detailed description of the action you are trying to take within the application. Or the symptoms and error generated by the application. Please includes steps and if possible screenshots of how to reproduce the problem.

Required Information

Please answer the following questions when submitting a Support Request to help the Support Team resolve the problem quickly:

  • What steps did you take to generate the problem?
  • Are you able to reliably reproduce the problem?
  • Were you able to record the error?
  • Can you provide a link to the page or area of the application?

Submitting Support Ticket

Lambda Solutions provides Clients the ability to submit a Support Request via:

Our support team can be reached at +1.877.694.5289, upon completion of the call the Support Team will create a Support Ticket within the Support Portal. Support Tickets can be submitted to the Support Portal by email at support@lambdasolutions.net. Clients also have the ability to login to our Support Portal at https://techsupport.lambdasolutions.net.

Submitting a Support Ticket through email or direct through the Support Portal ensures a proper communication trail. Our team will provides additional steps on how to work within our Support Portal.