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The following are the triage steps for support resolution

1. Submission of support request

   1. Auto acknowledgement email confirming we have received your request

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   2. If you don’t receive an (almost) instant reply from our system with a TICKET-XXXX in the email, it means we have not received your request and are unlikely to action it. The typical reason is you have not been setup in our support desk (please see earlier about registration)

2. Issue and Priority Assignment

   1. Within 30 mins (business hours) your Issue will be assigned to a support consultant and priority assigned and you will receive a confirmation email with those details and when you can expect a further response

   2. If you feel the priority level is not appropriate please reply stating your desired priority and rationale

      1. Much as we would like to resolve all requests as quickly as possible we use priority to ensure the most urgent requests are dealt with first

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3. Our Priority and corresponding reporting and resolution levels are

   1. Critical

      1. User or Users severely impacted and unable to perform usual functions and no work arounds exist

      2. Initial response within 1 hour

      3. Hourly updates

      4. We aim to resolve within one business day

   2. Urgent

      1. User impacted and unable to perform a usual function however work arounds may exist or can be put in place

      2. Initial response within 4 hours

      3. Daily updates

      4. We aim to resolve within two business days

   3. High

      1. User or users not impacted - typically minor feature updates

      2. Initial Response within 1 business day

      3. Regular updates during the week

      4. We aim to resolve within one week

   4. Medium

      1. User or users not impacted - typically larger feature updates or changes

      2. Initial Response within 1 week

      3. Weekly updates

      4. We aim to resolve within one month

   5. Low

      1. User or users not impacted - typically larger feature updates or changes

      2. Initial response within 1 month

      3. Monthly updates

      4. We aim to resolve within three months

Premium Support

Schoolworks offers additional premium support plans which can offer help with the following:

• Consultancy

• Training

• Configuration of Schoolworks or your Salesforce

  • Setting up new products, schools, features

  • Assistance with the Salesforce Platform

  • Help with building your own custom reports and dashboards

  • Setting up automation

We can offer support on a rolling monthly basis (e.g. 'x' hours per month) or you can purchase a discounted block of hours.

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