eSkilled LMS Support Policy

eSkilled Support Policy and Procedure

This support policy and procedure defines the service you will receive for both Free Support and Paid Support with eSkilled LMS. It outlines the process we use in providing support, as well as detailing the procedure for lodging support tickets in our Help Centre, to ensure you receive the best level of support and care with eSkilled LMS.

FREE Support

Free Support: is support includes onboarding support and support required that fits into these categories

  • Onboarding Training
  • “How-To” Questions
  • Software Updates
  • Problems or Defects in the Software*
  • Course Updates Initiated by eSkilled

Note: Free support excludes administration and management of customers specific environment  (see eSkilled LMS Operations and Management Tasks table for details)

*A problem or defect is defined as a verifiable and reproducible software problem, or error, that causes a failure of the server or software to operate substantially in accordance with applicable end-user documentation. This excludes issues or errors caused by customer customisations of courses, reports or other functions edited by customers.

Onboarding Training: A Four (4) Hour Free webinar with up to Four (4) selected staff from the client’s organisation that covers a Learning Management System (LMS) overview of:

  • Key Functions and Features of the LMS
  • How to Add and Enrol Users
  • Course Structure Overview (how to edit)
  • How to Add a Course
  • How to Add Activities and Resources
  • How to View Result Reports
  • How to Access User Guides for Staff and Students

Support Process

Before lodging a support request, we urge all clients to visit our Knowledge centre to find tutorials on how to complete most functions in the eSkilled LMS, you can access our knowledge base by clicking HERE. We find most clients will find the answer they need here without needing to wait for a support response.

If you are unable to find the answer or have a critical support need, all support requests must be requested through eSkilled’s Help Centre, by lodging a support ticket. This can be done in two ways:

  1. You can email your support requirement or query to support@eskilled.com.au 
  2. You can lodge a Support Ticket by clicking HERE

The Diagram below outlines our support process:

The Help Centre is monitored 9am-5pm(AEST) Monday to Friday (excluding public holidays), requests for support outside of these hours will be actioned during the next applicable business hours session. 

Free Support Priority Definitions and Response Times

Upon receipt of the customer issue, our team will strive to provide a case number, priority, and next steps as quickly as possible. We always work to resolve issues as quickly as possible. Any issues not resolved within the initial response, will be investigated to determine the issue impact, priority level and response times as documented below.  The following table outlines the Support Issues Description, Priority level and target response time for different issues reported.

Priority Level Support Issue Description Response Target Response Time
Critical: Your LMS is not available or consistently fails to respond within 30 seconds from the time a properly-formed request is sent. There is an immediate impact to the continuity of business.
  1. Within 0-2 hours, eSkilled will acknowledge the problem report, and notify you that the problem has been reported. 
  2. Within 0-2 hours, eSkilled will assign staff to correct the error and communicate to you the steps that will be taken to correct the error
  3. Will use best efforts to provide a solution as promptly as possible.
0-2 Hours
Medium: Program errors that prevent some functionality or process of your LMS from working as intended and that substantially and adversely impact the overall performance or use of your LMS.
  1. Within 4-8 business hours, eSkilled will acknowledge the problem report, and notify you that the problem has been reported; 
  2. Within 4-8 business hours, eSkilled will assign staff to investigate the error and communicate to you the assessment of the error; 
  3. eSkilled will use best efforts to provide a solution for any problems related to the configuration or implementation work done by eSkilled within 1 business day or otherwise as promptly as possible.
4-8 Business Hours
Low: Program errors that prevent some functionality or process of your LMS from functioning as intended that do not seriously affect the overall performance or use of your LMS.
  1. By the next business day, eSkilled will acknowledge the problem report, and notify you that the problem has been reported; 
  2. Within five business days, eSkilled will assign staff to investigate the error and communicate to you the assessment of the error; 
  3. eSkilled will use reasonable efforts to provide a solution for any problems related to the configuration or implementation work done by eSkilled within 5 business days
Within 1 Business day (24 hours)

Emergency AFTER HOURS Technical Support – Critical Priority Tickets ONLY

For Critical Support outside of Monday to Friday (AEST) or on public holidays, clients must call 1300 884 811 and select “option 2” to get after-hours technical support. Only issues that fit the definition of critical priority will be handled through the after-hours support team.

Operation and Management Support Roles and Responsibilities

The table provides an overview of the roles and responsibilities for Setup, Administration and Management of the eSkilled LMS.

eSkilled LMS Operations and Management Tasks
  Cloud Server Hosting and Management LMS Management and Administration LMS Site Administration
ROLES
  • Server Setup 
  • 24/7 Monitoring (at 5 minutes interval through SNMP)
  • Installation/Configuration support of DNS and MySQL
  • Proactive Operating System Management and System Updates
  • Reverse DNS Setup
  • Troubleshooting Network issues
  • LMS Data Security Including: 
    • Backup
    • Anti-virus
    • Storage 
  • LMS Deployment and Set-Up
  • Customer Account Provisioning 
  • Initial Unit/Course Creation and updates for licenced units
  • Other LMS Administration and Management tasks not specific to a particular customer environment
  • Billing and Account Management
  • User accounts setup 
  • Assessment management and compliance
  • Course delivery and edits
  • User admin and management tasks
  • Additional custom unit creation
  • Customer Uploads
  • Customer environment data security
  • ALL other customer environment administration and management tasks
  • Data usage and storage limits
RESPONSIBILITY
  • eSkilled 
  • eSkilled
eSkilled Customer
POLICIES Security and Hosting Management Policies

LMS Maintenance

Fixes: Security and bug patches will be applied as required when available.

Maintenance: eSkilled will provide maintenance services to the system and clients will be made aware of any scheduled maintenance at least 24 hours ahead of time, except in the event of emergency maintenance that is required to protect and maintain the security and integrity of the system. 

Updates: Where updates have been issued as a matter of High priority, eSkilled will notify you within 4 hours of receiving such notifications, on a business day, and work with you to schedule a suitable time to perform such fixes. 

Backups eSkilled understand that the backup and maintenance of data for servers is critical to your viability and operations. It is essential that certain basic standard practices be followed to ensure that data files are backed up on a regular basis. 

  • Procedure: eSkilled utilises industry-standard software to control the Backup Process. The Systems Support team ensures that all backups are completed successfully and reviews the backup process on all servers daily. Logs are maintained to verify the amount of data backed up and the unsuccessful backup occurrences. 
  • Backup Content: The content of data backed up varies from server-to-server. The primary data that will be backed up are: 
    • Data files designated by the respective owners of the servers and in some instances System Data (Applications files for the server and other selected software installed on the server). 

Data to be backed up will be listed by location and specified data sources. This includes a full copy of your database and any theme or code-based changes to the site. 

  • Backup Types: eSkilled will perform a full daily backup which will include all files relative to the function of the site and the data stored within it. Data backups take place at a scheduled time outside of business hours. Special backups may be made for longer retention periods during special situations such as system upgrades and major projects and will be subject to request which may attract additional charges.

Paid Support

Paid Support: Includes all other Support not included in Free Support and Onboarding Training Definitions. These include, but are not limited to:

 LMS environment customisations

  • Software or Website integrations
  • Custom Report Builds
  • New course custom development
  • Existing course customisations
  • New Plugin installation, setup and testing

Customers have the choice of buying the support hour bundle that best suits their needs. The table below provides pricing for our eSkilled Paid Support Plans.

Paid Support Hour Bundle

Hours Bundle Cost Per Hr Rate (ex GST) Discount

(ex GST)

5 Hr Support Bundle 5 $1,250.00 $250.00 NA
10 Hr Support Bundle 10 $2,250.00 $225.00 $250.00
20 Hr Support Bundle 20 $3,900.00 $195.00 $1,100.00

 

Any paid support will be requested by the customer through the following help centre processes:.

  1. You can email your support requirement or query to support@eskilled.com.au 
  2. You can lodge a Support Ticket by clicking HERE

Once the ticket has been reviewed, an estimate of timeframes and cost will be provided to the client for acceptance, prior to paid work being undertaken. Any estimates will be indicative only. eSkilled will keep documented records of all actual time spent on client paid support requests, and actual time spent will be deducted from the clients support hours. 

Where the client has insufficient support hours credits, they will be directed to purchase a support bundle to cover their support needs.