SUPPORT POLICY

Megarray Support Policy
Help Desk SERVICE LEVEL AGREEMENT

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.

  • GENERAL INFORMATION

    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.

  • SCOPE

    Megarray’s free support offering is available only for the users registered with Megarray platform, and is limited to the following:

    Configuration and Access Issues
    • Account configuration related issues
    • Issues regarding the access of assigned modules
    • Information on the application feature and their workflow.
    Troubleshooting
    • Identifying problems preventing an application from starting or running.
    • Providing workarounds or resolutions for known problems.
    • Answering general how-to questions, and providing pointers to documentation.
    Not Covered
    Megarray’s technical support services do not extend to the following areas:
    • General debugging or managing of user accounts
    • Modifying and/or patching third party or Open Source software packages for compatibility with Megarray

    Megarray does not offer a paid consulting or professional services program.

  • SUPPORT PROCESS

    Purpose
    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.

    Contact Information
    E-mail: [email protected]

  • WHO CAN CONTACT SUPPORT?

    Limited free technical support is available to all registered users of Megarray. Support requests will only be processed if:

    • The request is made through one of our official support channels (see below)
    • The request originates from a user’s email address which has been registered with Megarray.
  • SUPPORT CHANNELS

    Free technical support is available exclusively to Megarray users through following channels:

    Web
    Registered Megarray users can submit new tickets and view history on previously opened tickets.

    Email
    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]

  • UNOFFICIAL CHANNELS

    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.

  • PRIORITIES AND RESPONSE TIME

    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*.

  • PRIORITY       CRITERIA       RESPONSE TIME (Business Hours)

    Urgent
    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

    High
    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

    Normal
    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
    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.

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