Technical Support Information
Product Support Service Level Agreement
Chris Plapp, Last modified by Scott Wojtowicz May 24 2018 10:52 AM

General Overview
This document should be used in demonstration of the agreement in service by the Infobase Technical Support team to the patrons of all online Infobase products or web portals. The expectations and protocols in receiving technical support from Infobase are outlined below. These practices are intended to provide a reliable experience in using our products with the assurance of high quality customer care.

 

Service Description
Technical Support services are provided in the event of any disruption of service; request for accessibility or other authentication needs, administrative tasks and account management; as well as any platform specific functionality and usability questions.
Services are managed in the Infobase Help Desk Ticketing Software, where client inquiries are prioritized, escalated, and answered via email reply or telephone conversation.

 

Roles and Responsibilities
Infobase Support is responsible for initial account creation and access point configuration for all clients. We are readily available to ensure that users can maintain a stable and secure online session with our products. The Support Team is designated to answering any technical questions in relation to the service description listed above. Questions of other expertise may directed to our Customer Service or Sales Departments.

Infobase Customer Service
custserv@infobaselearning.com
1-800-322-8755

Infobase Sales Department
onlinesales@infobaselearning.com
1-800-322-8755

Our Product Support Department is not responsible for any technical needs derived from third-party software / hardware that may be decided, upon the client's discretion, to be used in conjunction with our services. Infobase is also not accountable for ISP specific connectivity issues which may cause a problematic viewing experience. In either regard, we will attempt to assist within the best of our abilities.

Users are responsible for complying with our minimum technical requirements for browser and software, which is outlined and available upon request. Up-to-date product specific user guides, FAQs, video tutorials, and help articles are also available at our Support Center.

 

Requesting Service
Technical Support for any of the online Infobase products is readily available from the following methods outlined in this section. Help links are also displayed within each product which provides direct contact information and access to our Support Centers.


Online Databases
database.support@infobaselearning.com 1-800-322-8755 x. 4226

Films On Demand
video.support@infobaselearning.com 1-800-257-5126 x. 4302

eBooks
ebook.support@infobaselearning.com 1-800-322-8755 x. 4236

eLearning Modules
database.support@infobaselearning.com 1-800-322-8755 x. 4226

Learn360
support@learn360.com
1-877-279-4090

 

Hours of Coverage and Response Times
Technical Support via phone or email will be readily available during the business hours of 8:00 AM to 7:00 PM EST, Monday thru Friday. Please use the specified contact information listed above for prompt and expert service.
The Infobase Support Center is available 24/7 on the web at:
http://support.infobaselearning.com/index.php?/Default
Our Product Support Team will respond to all customer requests within 24 hours during the normal business week. All issues identified as “critical” by our Product Support Manager will be escalated for a response within 1-2 hours. Any open issue will automatically be escalated to a Tier 2 Product Support Specialist or a Product Support Manager if not resolved within 48 hours.

 

Maintenance and Service Changes
Our online products will be available with a 99.99% uptime guarantee. Page load time for our online products will be less than 3 seconds. All routine maintenance that will impact product availability will be scheduled during off-peak hours, typically after 10 pm EST or over a weekend. Any emergency updates or critical information will be posted on the homepage of the specified product's Administrator Portal or Support Center.
If you have any questions or would like more detailed information
about the Product Support Service Level Agreement listed above,
please contact our Infobase Technical Support Team at support@infobaselearning.com, or 1-800-322-8755.

 

SLA

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