Help Desk Service Level Agreement

Help Desk Service Level Agreement


The Clevr Helpdesk acts as a central point of contact for all support issues. This includes requests related to system configuration, consultation, troubleshooting, feature enhancements, inquiries, and technical support related to Clevr.  This Service Level matrix aims to ensure quality, responsiveness, and customer satisfaction in the support and use of the Clevr.

Support channels

Phone: (613) 966-6806 or toll free (844) 972-5387

Support Hours

Regular business hours are 8:00 a.m. to 6:30 p.m. (EST) Monday to Friday. Exceptions may be made for closures due to holidays.
 

Triage Severity Levels and Response Times

The Support Services Team will use the following guidelines in responding to and resolving all requests within the time frames indicated in the table below. Actual response and resolution times may vary depending on the volume of requests at any given time. If a request cannot be handled within the allotted timeframe the customer will be notified and provided with an estimated time for completion.

Severity LevelDescriptionInitial Response TimeResolution Time
Severity 1 (Critical)A major service outage / software issue with significant and immediate business impact
  1. Large number of users affected
  2. Service outage
  3. No available workaround
  4. Mission / business critical impact
Within 1 hour.5 - 1 business day
Severity 2 (High)
Major service outage / software issue or degradation with significant business impact
  1. Multiple users impacted
  2. Work performance reduced
  3. Unsustainable workaround
  4. Mission / business critical impact
Within 4 hours1 business day
Severity 3 (Medium)Service outage / software issue impacting functionality with minimal business impact
  1. Few users impacted
  2. Minimal performance degradation
  3. Acceptable workaround available
  4. Non-critical business impact
Within 24 hours2 business days
Severity 4 (Low)Minor issues, inquiries, or enhancement requests
  1. Form / Report requests
  2. Feature enhancements
Within 24 hoursTBD

*Due to the wide diversity of problems that can occur, and the methods needed to resolve them, resolution times may vary. These are used as a general guideline.

Incident Escalation Process

If an incident remains unresolved within the specified timeframe, it will be escalated as follows:
  • Severity 1 Incidents are escalated to senior technical staff within 1 hour of being reported.
  • Severity 2 Incidents are escalated if not resolved within 8 hours of being reported.
  • Severity 3 Incidents are escalated if not resolved within 48 hours of being reported.

    • Related Articles

    • Clevr Support Models

      Clevr Districts have the option between two contact models, District Contact Model and End-User Support Model. Details of the two models are outlined within this article. Clevr recommends utilizing the District Contact Model when possible as it puts ...
    • Your Clevr Record Rollover - 4 Step Process to Ensure Success

      The record rollover in Clevr prepares your records for the following school year. Please follow the 4 step process outlined in this article to ensure school start-up success. Step 1: Watch Record Rollover Training Video Clevr's Rollover Wizard ...
    • Threshold Notifications

      Introduction to Threshold Notifications Threshold Notifications are a powerful feature within Clevr that allow you to set specific triggers based on the data input in your forms. When thresholds are met, custom notifications are sent to the ...
    • Best Practices for Secure Messaging: Email vs. In-App Notifications

      In an ever-evolving landscape of privacy and security, ensuring the proper handling of sensitive information should be a top priority for anyone configuring notifications and communications on the platform. Each region and country has its own laws ...
    • Identifying DoNoClone and Flagging for Record Rollover

      This article gives step by step instructions on how to prepare your forms for a record rollover To access this feature, the Record Rollover Wizard page right is required. A role will also need the Form Manager to flag forms with the rollover style. ...