Our Services
| Severity Level | Response Times | Effort Level and Escalation Path |
|---|---|---|
| Critical | ||
| An error for which there is no work-around, which causes the material capability of the Subscription Services to be unavailable and which requires immediate attention. Critical issues must be reported by phone to initiate an appropriate response to a Critical error. Requests initiated by email or web interface are logged without a Severity Level until reviewed by WisdomK12 and validated as a higher priority. |
During regular Business Hours, if support personnel are not reached by phone, WisdomK12 will respond to a Critical support voice message as soon as possible by a return communication to Subscriber to validate receipt of the critical support call and begin the process of addressing the issue. WisdomK12 will respond to Subscriber within 4 Business Hours with a status update of the reported critical issue and provide further updates for unresolved issues on agreed-upon intervals until the issue is resolved. Subscriber is expected to respond to a WisdomK12 inquiry or request within three hours. |
WisdomK12 will make reasonably diligent efforts to resolve the error on a 24x7 basis or as otherwise agreed by the Parties. A request shall be escalated within WisdomK12 if a Fix is not provided within 1 Business Day of WisdomK12’s receipt of the Subscriber report of an error in this category. |
| High | ||
| An error other than a Critical Severity Level error for which there is no work-around that results in a loss of access to the Subscription Services or that causes features of the Subscription Services to not work which limits access or use of the Subscription Services causing the Subscriber to miss required business deadlines. High severity errors must be reported by phone to initiate a High severity appropriate response. Requests initiated by email or web interface are logged without a Severity Level until reviewed by WisdomK12 and validated as a higher priority. |
WisdomK12 will respond to the Subscriber within 1 Business Day and will update the Subscriber at least every other day. Subscriber will respond to a WisdomK12 inquiry or request within 1 Business Day. | WisdomK12 will make reasonably diligent efforts to resolve the error during normal Business Hours. A request shall be escalated within WisdomK12 if a Fix is not provided within three Business Days of WisdomK12’s receipt of the Subscriber report of an error in this category. |
| Medium | ||
| An error other than a Critical or High Severity Level error that has a material impact on the functionality of the Subscription Services that results in an inconvenient use of or access to the system (e.g., a feature is not working as documented but a workaround is available and business functions are not materially impaired). | WisdomK12 will respond to the Subscriber within 2 Business Days. | WisdomK12 will attempt to resolve the issue and deploy the solution in the most commercially reasonable timeframe. |
| Low | ||
| An error other than a Critical, High, or Medium Severity Level error that is typically cosmetic and does not degrade the use of the system. | WisdomK12 will respond to the Subscriber within 3 Business Days or as otherwise agreed by the Parties. | WisdomK12 will attempt to resolve the issue and deploy the solution in the most commercially reasonable timeframe. |
| Feature Request | ||
| A service request for an enhancement or new functionality. | N/A | The request will be evaluated for future product enhancement on a case-by-case basis. |