7. Support &
Maintenance
Elite LMS Helpdesk / support ticketing system
Explore How-To’s and learn best practices from our knowledge base or describe your issue by filling out the support ticket form.
User help features (tutorials, guides, FAQs)
24/7 support model and escalation process
Elite LMS understands that dependable support is essential for our clients’ success, which is why we provide round-the-clock technical assistance. Our 24/7 support is available through multiple channels, including phone, email, and live chat, to ensure that our clients can always reach us, regardless of time zone or issue complexity.
Support Levels and Response Times
To address issues efficiently, Elite LMS has established a structured response and escalation system. Each support request is assigned a priority level to ensure timely assistance and to escalate critical issues immediately:
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- Critical Issues (e.g., platform outages, severe security breaches):
- Response Time: Within 1 hour, ensuring that our clients’ critical operations are minimally disrupted.
- Escalation Protocol: If a critical issue remains unresolved after 2 hours, it is escalated to our Senior Technical Team, who will provide continuous updates to the client until the issue is resolved.
- Resolution Goal: As quickly as possible, with a priority to restore essential services and functionality.
- High Priority Issues (e.g., issues affecting multiple users or critical workflows):
- Response Time: Within 2 hours to ensure a prompt response.
- Resolution Goal: Aim to resolve within 4 hours through targeted
troubleshooting and priority handling. - Escalation Protocol: If the issue cannot be resolved within the initial timeframe, it is escalated to a specialized team with expertise in system functionality and user management, guaranteeing faster resolution.
- Routine Issues (e.g., general inquiries, individual user issues):
- Response Time: Within 8 hours to ensure all inquiries are addressed the same business day.
- Follow-Up: Routine issues are tracked until resolution, with follow-ups to ensure our clients’ satisfaction. For recurring inquiries, our support team provides additional training resources or guidance as needed.
- Critical Issues (e.g., platform outages, severe security breaches):
Our escalation protocol ensures that unresolved issues are seamlessly advanced to specialized teams with relevant expertise, minimizing downtime and maximizing the functionality of the LMS for our client’s users.
99.9% network uptime
