Support Services Policy
1. Hours of Support
Standard: 9.00am – 5.00pm, Monday to Friday, AEST (GMT + 10).
2. Level 1 Support Services
2.1 Level 1 support provides basic support and troubleshooting, and escalating to level 2 when needed.
2.2 etrainu users can access support content here and within the etrainu software (in-app support) at any time.
2.3 Support tickets can be logged by all users via zendesk
(Web) (in app support);
(Email) helpdesk@etrainu.com; or
(Phone) +61 7 3114 2958.
3. Level 2 Support Services
3.1 Level 2 support provides Strategic Account Management, User Onboarding & Training, Quality Assurance and Software Adaptation services.
4. Service Maintenance
4.1 Maintenance Notice
4.1.1 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).
4.1.2 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.
4.2 Scheduled Maintenance Window
4.2.1 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.
4.2.2 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.
5. Target Response Times
5.1 Level 1 Support (frontline support for basic user issues) requests within 1 business day.
5.2 Level 2 Support (technical support not requiring back-end expertise) requests within two Business Days.
6. Target Application Availability
6.1 We endeavour to keep our applications online 24x7x365 with an uptime of 99.5%, including during deployment of bug fixes and new features, unless this is during the regular Service Maintenance period. However, in rare circumstances, we may need to take our applications down for upgrades, maintenance and updates. Whenever possible we will provide advance warning of downtime.
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.