Support Policy

In layman terms? We love our customers and we'll do anything in our power to solve their problems and put a smile on their face.

Overview

BTB Education offers support services for the Service ("Support ") in accordance with the following terms:

 

 

Support Hours. 

 

Support is provided Monday to Friday between the hours of 9 am till 5 pm 

 

Incident Submission and Customer Cooperation. 

 

Customer may report errors or abnormal behaviour of the Service (" Incidents") by contacting BTB Education in the Service via email at Contact. Customer will provide information and cooperation to BTB Education as reasonably required for BTB Education to provide Support. This includes, without limitation, providing the following information to BTB Education regarding the Incident:

  • Aspects of the Service that are unavailable or not functioning correctly

  • Incident's impact on users

  • Start time of Incident

  • List of steps to reproduce Incident

  • Relevant log files or data

  • Wording of any error message

 

Incident Response. 

 

BTB Education Support personnel will assign a priority level ("Priority Level") to each Incident and seek to provide responses in accordance with the table below.

 

Priority 1

 

 

 

 

 

 

Priority 2

 

 

 

 

 

 

Priority 3

PRIORITY LEVEL

Operation of the Service is critically affected (not responding to requests or serving content) for a large number of users; no workaround available.

 

Service is responding and functional but performance is degraded, and/or Incident has potentially severe impact on operation of the Service for multiple users.

 

Non-critical issue; no significant impact on performance of the Service but user experience may be affected.

DESCRIPTION

 

2 hours

 

 

 

1 day

 

 

3 days

Targeted response time

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