Our It department is happy to assist you with any inquiry or doubts you may have regarding ClassOnLive.
You can access our help centre anytime, which contain articles, FAQ´s and video tutorials, which can help you with how the platform works, however if you have any further doubts you can contact our support team exclusively by email at [email protected] with the following Level Description Responses:
Target Response
1. Outage SaaS server down Immediate
2. Critical High risk of server downtime Within 10 minutes
3. Urgent End-user impact initiated Within 20 minutes
4. Important Potential for performance impact Within 30 minutes
5. Issue addressed with potentially impactful in the future Within 1 business day
6. Informational Inquiry (general information) Within 48 hour
The customer needs to provide all the necessary information to meet the performance standard above.
*ClassOnLive will act as primary support provider of the services herein identified except when third-party vendors are employed who shall assume appropriate service support responsibilities accordingly.
ClassOnLive will inform customers with more than a 24hr notice regarding scheduled and unscheduled service outages due to maintenance, troubleshooting, disruptions or as otherwise necessary.
Service Availability Schedule specified below:
Sales Department:
10:00 A.M. to 6:00 P.M, Monday to Friday
Support Department:
24-Hours.