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Understanding the Ideagen Academy support service level agreement (SLA)
Who is this article for?
Customers requiring support with Ideagen Academy.
An active support contract is required.
This article sets out the support hours, first response times and triage process for Ideagen Academy support. Support covers both system usage and implementation guidance, along with troubleshooting any issues you may encounter.
You can access support through Ideagen Luminate by submitting a support ticket Monday to Friday, between 09:00 and 17:00 (UK time). First response times range from 1 business hour for urgent requests to 12 business hours for low-priority requests, as shown below.
Triaging requests
The Support team operates a risk-based triage process to prioritise requests.
Prioritisation is based on the impact on end users and the severity of the issue or query, as defined by the person reporting the issue.
First response times
| Urgent | High | Normal | Low |
|---|---|---|---|
| 1 hour | 2 hours | 8 hours | 12 hours |
All hours listed above are business hours. Where a permanent fix is not possible, we aim to provide a workaround.
Using the triage matrix
Locate the severity of your issue in the left-hand column and the number of affected users across the top row to find the resulting priority.
[Definitions of the severity levels (for example, Problematic behaviour and Component failure) are required from the Support team.]
|
Impact → Severity ↓ |
1 user | 2-3 users | 4+ users | All users |
|---|---|---|---|---|
| Question | Lowest | Lowest | Lowest | Lowest |
| Non-critical issue | Low | Normal | Normal | Normal |
| Problematic behaviour | Normal | Normal | High | High |
| Component failure | Normal | High | High | Urgent |
| System outage | High | High | Urgent | Urgent |
Understanding SLA exceptions
Exceptions to the SLA time may include:
-
Software issues (for example, bugs, defects and design issues)
The turnaround time and delivery method of software fixes or changes are based on the severity of the issue.
If your issue is confirmed as requiring development input, the Support team will provide an estimate of when the issue will be resolved by way of a solution update or workaround. Your support ticket will remain open until the issue is resolved -
Enhancements
The Support team reviews enhancement or wish list requests to make changes to the solution on a case-by-case basis