Support Levels and Options
When it comes to support, we offer flexible options to meet all client needs. Clients select the level of support that is appropriate for their organization's needs, and they feel comfortable knowing their unique requirements are being met. Within our range of support services, our data-rich reports show trends of tickets, as well as peak periods of service. We also include recommendations on how to maximize efficiency going forward. Desire2Learn Support Services works for our clients and acts as their advocate. The Support Services team provides help in escalating issues to Delivery Services, Account, and/or Product Managers, if ever required.
Our Standard Support offering includes:
- Standard service level commitment
- Email, telephone, and web-based support during core hours for a number of named contacts (8am – 8pm in client's time zone)
- Access to 24x7 after hours emergency support service
- Access to a growing knowledge base and FAQs
Our Premium Support offering includes:
- Advanced service level commitments and priority queuing
- Email, telephone, and web-based support 24x7 for a number of named contacts
- Access to a growing knowledge base and FAQs
- Available performance reports
- Available periodical reviews of services
Our Premium Plus Support offering includes:
- Advanced service level commitments and priority queuing
- Email, telephone, and web-based support 24x7 for a number of named contacts
- Access to a growing knowledge base and FAQs
- Support for all or select group of end-users
- Available performance reports
- Available periodical reviews of service
- Available branding
