Megarray Media Corp. is committed to providing a stellar customer experience. As an essential part of this commitment, we offer limited free technical support to all users registered in Megarray platform. Free technical support is limited to the scope, hours, contacts, and channels below.
This document serves as a set of guidelines to inform decision making within the Client's organization as well as a guide to better understand the Megarray support Services. The document is limited in scope in that it sets official policy for providing help through the Help Desk. By setting down these policies and channelling requests for help through the Help Desk we hope to provide better service, have an accurate profile of user training needs, and demonstrate the appropriate level of staff needed to handle the volume of requests.
Megarray's free support offering is available only for the users registered with Megarray platform, and is limited to the following:
Megarray does not offer a paid consulting or professional services program.
The Help Desk acts as a central point of contact for all technical support.
Hours of Operation
Assistance is available from 9:00 AM to 6:00 PM Eastern Time, Monday through Friday, with the exception of US Statutory Holidays. Support inquiries may be submitted at any time.
E-mail: [email protected]
Limited free technical support is available to all registered users of Megarray. Support requests will only be processed if:
Free technical support is available exclusively to Megarray users through following channels:
Registered Megarray users can submit new tickets and view history on previously opened tickets.
If you are unable to log in or access your account, you may submit a ticket by sending an e-mail from your registered email address to [email protected]
Megarray support will only respond to support requests received through the official channels listed above. However, a number of community and social channels exist for peer-to-peer support and discussion.
Please remember that Megarray team members may participate in community channels at Megarray discretion, but there is no guarantee of response for support issues unless they are submitted through one of the official channels above.
The Megarray support will use the following guidelines in prioritizing requests and will strive to resolve the problem within the target timeframe. Actual resolutions may be shorter or longer depending on the priority of the requests.
The following table defines the levels of priority and their respective response times*.
Issues which have significant repercussions and render the whole system unusable are marked URGENT. An example would be an application error which affects all or a large percentage of users. URGENT priority tickets are for issues that render a system unusable such as an error preventing access to courses, issues causing users no access to the application, and the like, or expose security vulnerabilities designated with a severity/risk of serious. Within 4 hours
Issues which have significant repercussions but do not render the whole system unusable are marked HIGH. An example would be an application error which is only triggered under rare circumstances or which affects only a small percentage of all users. HIGH priority is issues that impact the ability to be able to create content, or expose security vulnerabilities designated with a severity/risk of serious. Within 8 hours
Issues that affect one piece of functionality are NORMAL priority. An example would be the filter or report not working. This is a self-contained issue and does not impact the overall functionality of the software. Another example of request with NORMAL priority would be a How-To question. Within 24 hours
LOW priority is most often used for cosmetic issues that don't inhibit the functionality or main purpose of the project, such as correction of typos in code comments or white-space issues. Within 48 hours
* The response time does not necessarily mean that the ticket is resolved; instead, the ticket will at least be verified within the above time frame.