Customer Support and SLA Policy
Definitions
Availability and uptime: the number of time services are running and accessible to the customer. Uptime is tracked and reported on a per calendar month.
Downtime: it is the total accumulated time the service is unavailable. A downtime period may begin after notification of more than five consecutive minutes of downtime and end when services are restored. Furthermore, downtime must affect a significant number of requests or core functionality to qualify as a service outage.
SLA (Service Level Agreement)
Service Commitment: Interplay Learning will use commercially reasonable efforts to make service available with an uptime percentage of at least 99%.
SLA Exclusions: Interplay Learning reserves the right to perform platform maintenance periodically during non-core business hours. Non-core business hours are defined as 12:00am to 6:00am (Central Standard Time). Interplay Learning may schedule additional downtimes outside of the standing scheduled maintenance window by providing notification to any affected customers at least three business days in advance. Any downtime caused by factors outside of Interplay Learning’s reasonable control do not factor in to the uptime percentage calculation, including any force majeure event, Internet services availability outside of Interplay Learning’s platform, any downtime resulting from outages of third party connections or utilities, and actions or inactions of the customer.
Customer Support
Interplay Learning knows that providing the best possible support to our customers is critical to making our customers successful. We recognize that the trust of our customers is paramount.
Contact Information
Email: support@interplaylearning.com
Telephone Number: 855.980.2525
Web: www.interplaylearning.com
Service Scope
The following services are covered:
- Manned telephone support
- Automated and manned chat support
- Monitored email support
- Remote assistance using Remote Desktop and VPN where available
- Planned or emergency onsite assistance
Service Management
Effective support of in-scope services is a result of maintaining consistent service levels.
Customer Support Availability
- Email support: from 7am – 6pm CT (M-F)
- Telephone support: from 7am – 6pm CT (M-F)
- Calls/emails received out of office hours M-F: response within 24 hours
- Calls/emails received on Saturday and Sunday: response within 48 hours
- Onsite assistance as required, with details confirmed via email documentation
Service Requests
Interplay Learning would provide ongoing support to customers using the approved service support channel and knowledge base resources.
In support of services outlined in the Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following timeframes:
- 1-2 hours (during business hours) for issues classified as HIGH priority.
- 2-4 hours for issues classified as MEDIUM priority.
- 4-8 hours for issues classified as LOW priority.
Customer Requirements
- Payment of all support costs for agreed upon services rendered outside of the SLA, at the agreed interval.
- Reasonable availability of customer representative(s) when resolving a service-related incident or request.