The Art of e-Learning

WBTServer Support

For companies, whose eLearning system constitutes a very crucial aspect of its functioning, conditions of an extended support are proposed. The details of each support are displayed below:

Nr. Functionality Support Bronze Support Silver Support Gold Support Platinium*
1. Access to WBT LMS documentation
2. 12 month technical support in case of error occurrence
3. 12 month access to program updates
4. Maximum time of response in case of technical questions 32 working hours from reporting 16 working hours from reporting 8 working hours from reporting 4 working hours from reporting
5. Number of administrators allowed to ask questions 1 1 2 8
6. Maximum time to begin the procedure in case of reporting a critical vulnerability 16 working hours from reporting 8 working hours from reporting Immediately after reporting Immediately after reporting
7. Maximum time to begin the procedure in case of reporting an essential defect 40 working hours from reporting 16 working hours from reporting 8 working hours from reporting Immediately after reporting
8. Maximum time to begin the procedure in case of reporting an unessential defect 56 working hours from reporting 40 working hours from reporting 16 working hours from reporting 8 working hours from reporting
9. Maximum number of specialist consultation on distance (the restriction does not apply to the number of reported defects) 6 24 100 No restrictions
10. Dedicated engineer only to aid a particular customer
11. Consultation-servicing work once a month throughout the 12 months in the customer’s company
Defect category:
critical estoping the software’s or its component correct operating.
essential Hindering the software’s operating.
subsidiary Irregularities in the software’s operating, but not estoping or hindering its operating

*Support Platinium is available for those customers who meet the requirement from point no 11.

Specialist advise ( an expert ) is a service not included in the order ( agreement ) but requiring much bigger amount of work, which exceedes the scope of the support responsibilities.