Support Level Policy

1. Hours of Support

Standard: 9.00am – 5.00pm, Monday to Friday, AEST (GMT + 10).

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2. Service Level Objective

We endeavour (but do not guarantee) to keep our Hosted Services online 24 hours, 7 days a week, 365 days a year with an Uptime Percentage of 99.5 % (Service Level Objective or SLO). etrainu monitors  the Uptime Percentages and Downtime for each of its Hosted Services.

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Uptime Percentage means the percentage calculated as A minus B Divided by A times by 100

A is the total number of minutes in a given calendar quarter

B is the total number of minutes of Downtime

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Downtime means the total accumulated minutes in a given calendar month for a particular etrainu Hosted Service during which that Hosted Service is unavailable. Downtime does not include unavailability of a hosted service caused by an Excusing Event.

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Excusing Event means any of the following:

  • routine or emergency maintenance of the Hosted Services or any other scheduled downtime agreed to by the parties;
  • unavailability of a hosted service resulting from use of services, hardware or software provided by a third party, including the Customer’s internet connection;
  • anything outside etrainu’s direct control, including force majeure events such as acts of God, war, earthquake, flood, embargo, riot, sabotage, labour disputes (other than etrainu’s own employees), or government action.
  • any failure or defect in the Customer’s hardware, software or network connection, including modifications to hardware that contribute to downtime;
  • Customer’s bandwidth restrictions;
  • Customer’s failure to supply accurate, complete, and timely information when requested; and
  • Customer’s use of the Hosted Services other than as directed by etrainu.

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3. Level 1 Support Services

3.1 Level 1 support provides basic support and troubleshooting, and escalating to level 2 when needed.

3.2 etrainu users can access support content here and within the etrainu software (in-app support) at any time.

3.3 Support tickets can be logged by all users via zendesk
(Web) (in app support);
(Email) helpdesk@etrainu.com; or
(Phone) +61 7 3114 2958.

4. Level 2 Support Services

4.1 Level 2 support provides Strategic Account Management, User Onboarding & Training, Quality Assurance and Software Adaptation services.

5. Service Maintenance

5.1 Maintenance Notice

5.1.1 Other than for the Scheduled Maintenance Windows, etrainu will endeavour to communicate the date and time that etrainu intends to make its Hosted Services unavailable for the purposes of planned maintenance at least forty-eight (48) hours in advance (or longer if practical).

5.1.2 The Customer understands and agrees that there may be instances where etrainu needs to interrupt the Hosted Services without notice in order to conduct emergency maintenance to protect the integrity of the Hosted Services due to security issues, virus attacks, spam issues or other unforeseen circumstances.

5.2 Scheduled Maintenance Window

5.2.1 This is a recurring scheduled maintenance window allowing the execution of change controls when etrainu detects an item in the environment that etrainu needs to take action on, generally to avoid emergency change controls in the future.

5.2.2 These change controls are scheduled weekly in low peak hours, as defined by our network metrics. The current Scheduled Maintenance Window is set out below and is subject to change as notified by etrainu. Notification of any change to the Scheduled Maintenance Window will be as per the maintenance notices.

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6. Target Response Times

6.1 Level 1 Support (frontline support for basic user issues) requests within 1 business day.

6.2 Level 2 Support (technical support not requiring back-end expertise) requests within two Business Days.

7. Backups

7.1 Please refer to our Backup Policy here.

8. Monitoring

8.1 We monitor the availability of our LMS application 24 x 7 x 365.

9. Software Maintenance

9.1 All Authorised users of our LMS application are kept on the latest released versions of our software.

9.2 We endeavour to fix bugs that are reported. New features and improvements to existing features are added from time to time to benefit our customers.

9.3 Feature development is at the discretion of etrainu, however, customers are invited to request features via level 3 support from our Customer Success Team.

10. LMS Support Exclusions

10.1 Troubleshooting issues with customer premises equipment

10.2 Support for third-party systems, including systems integrated with the Software except to the extent integrations have been designed by the Supplier.