Member Service Level Agreement for Technical Support updated: 18 September 2012 effective: 01 January 2013

Transcription

1 Member Service Level Agreement fr Technical Supprt updated: 18 September 2012 effective: 01 January 2013 The fllwing technical supprt services are included with LINGOs membership: Cuntry-level Membership: (Pilt in ) Initial creatin f basic LINGOs-supplied learning prtal Access t self-service LINGOs-supplied learning prtal nbarding materials (guidance n hw t prcess registratin requests, manually register users, run usage reprts, etc.) Additin f LINGOs pre-selected curses frm LINGOs curse library t LINGOs-supplied learning prtal Access t self-service supprt fr tls (Cllabrate, Articulate, etc.) via member supprt site and/r tl vendr s website Technical supprt f LINGOs-supplied tls, LINGOs curse library and systemic LINGOssupplied learning prtal technical issues (see Appendix fr further infrmatin) Ability fr ne (1) member-designated individual t cntact LINGOs technical supprt (see Appendix fr further infrmatin) Level 1 Membership: Initial creatin f basic LINGOs-supplied learning prtal Enrllment in asynchrnus training curse (initial training n hw t prcess registratin requests, manually register users, run usage reprts, etc.) fr participants frm the member agency. Access t synchrnus questin and answer sessin nt t exceed 30 minutes fr up t three (3) participants frm the member agency, cnducted via virtual classrm and recrded fr future Additin f LINGOs pre-selected curses frm LINGOs curse library t LINGOs-supplied learning prtal Access t self-service LINGOs-supplied learning prtal knwledge base Access t self-service supprt fr tls (Cllabrate, Articulate, etc.) via member supprt site and/r tl vendr's website Technical supprt f LINGOs-supplied tls, LINGOs curse library and systemic LINGOssupplied learning prtal technical issues (see Appendix fr further infrmatin) Ability fr ne (1) member-designated individual t cntact LINGOs technical supprt (see Appendix fr further infrmatin) Level 2 Membership: Initial creatin f basic LINGOs-supplied learning prtal Optin t purchase additinal LINGOs learning prtal(s) Optin t purchase an Implementing Partner Prtal Optin t purchase SCORM Dispatch destinatin(s) Enrllment in asynchrnus training curse (initial training and guidance n hw t brand prtal, prcess registratin requests, manually register users, create ffline events, uplad custm curses, run usage reprts, etc.) fr participants frm the member agency Member Service Level Agreement fr Technical Supprt Page 1 f 5

2 Access t synchrnus questin and answer sessin nt t exceed ne (1) hur fr up t five (5) participants frm the member agency, cnducted via virtual classrm and recrded fr future Additin f member-selected curses frm LINGOs curse library t LINGOs-supplied learning prtal(s) and/r SCORM Dispatch destinatin(s) Access t self-service LINGOs-supplied learning prtal and SCORM Dispatch knwledge base Access t self-service supprt fr tls (Cllabrate, Articulate, etc.) via member supprt site and/r tl vendr's website Access t learning prtal test envirnment Technical supprt f LINGOs-supplied tls, LINGOs curse library and systemic LINGOssupplied learning prtal and/r SCORM Dispatch technical issues (see Appendix fr further infrmatin) Ability fr ne (1) member-designated individual t cntact LINGOs technical supprt per learning prtal and/r SCORM Dispatch destinatin (see Appendix fr further infrmatin) Enterprise Membership: Initial creatin f basic LINGOs-supplied learning prtal and/r SCORM Dispatch destinatin Optin t purchase additinal LINGOs learning prtal(s) and/r SCORM Dispatch destinatin(s) Optin t purchase an Implementing Partner Prtal Enrllment in asynchrnus training curse (initial training and guidance n hw t brand prtal, prcess registratin requests, manually register users, create ffline events, uplad custm curses, run usage reprts, etc.) fr participants frm the member agency. Access t synchrnus questin and answer sessin nt t exceed ne (1) hur fr up t five (5) participants frm the member agency, cnducted via virtual classrm and recrded fr future Access t self-service LINGOs-supplied learning prtal and SCORM Dispatch knwledge base Additin f member-selected curses frm LINGOs curse library t LINGOs-supplied learning prtal(s) and/r SCORM Dispatch destinatin(s) Access t self-service supprt fr tls (Cllabrate, Articulate, etc.) via member supprt site and/r tl vendr's website Access t learning prtal test envirnment Technical supprt f LINGOs-supplied tls, LINGOs curse library and systemic LINGOssupplied learning prtal and/r SCORM Dispatch technical issues (see Appendix fr further infrmatin) Ability fr ne (1) member-designated individual t cntact LINGOs technical supprt per learning prtal and/r SCORM Dispatch destinatin (see Appendix fr further infrmatin) The fllwing services are nt included as part f membership: Additinal synchrnus LINGOs-supplied learning prtal nbarding sessin Level 1 member agency: $250 fr a single 1-hur sessin fr up t three (3) participants frm the member agency Level 2/Enterprise member agency: $500 fr a single 2.5-hur sessin fr up t (5) participants frm the member agency Member Service Level Agreement fr Technical Supprt Page 2 f 5

3 NOTE: Time accunting starts at the scheduled start time f the nbarding sessin. Cancellatin f an nbarding sessin less than 48 hurs befre the scheduled time may result in a fee f $100. LINGOs ffers quarterly questin-answer sessins fr all members at n additinal cst. Cnsult the LINGOs member website fr further infrmatin. Technical supprt services resulting in an additinal fee f $100/hur, 1 hur minimum charge: Cnsulting n LINGOs-supplied learning prtal branding and/r management, curse develpment, etc. Technical supprt requests fr cntent that was cvered during member s LINGOssupplied learning prtal nbarding sessin(s), questin-answer sessins r that was available via the self-service member site r the tl vendr's website NOTE: At the discretin f LINGOs technical supprt, if during a cnsultatin the member agency ffers t create and share a recrding utlining the slutin, the recrding can be traded in lieu f the fee. Technical supprt services resulting in a fee f $100/hur, 1 hur minimum charge and requiring a Scpe f Wrk (SOW) agreement between member agency and LINGOs: Any request nt mentined abve Access t services nt included in LINGOs membership is limited and subject t availability f the LINGOs Technical Services team. Member Service Level Agreement fr Technical Supprt Page 3 f 5

4 APPENDIX Cntacting LINGOS Technical Supprt A member agency must designate ne (1) individual t serve as the pint f cntact with LINGOs Supprt. If a member agency has mre than ne (1) instance f an LMS (e.g. an Intralearn prtal and their wn Mdle prtal using SCORM Dispatch), a separate cntact may be designated fr each LMS. The member-designated individual(s) fr technical supprt purpses shuld initiate cmmunicatin with LINGOs technical supprt via at supprt@lings.rg. If ther means f cmmunicatin (Skype, phne, web-based remte supprt, etc.) becmes necessary, LINGOs technical supprt shall arrange additinal cmmunicatin as needed. LINGOs reserves the right t change cmmunicatin methd as necessary t accmmdate expansin f supprt tls (e.g. web-based supprt tickets) as needed. In the event that the member-designated individual fr technical supprt is unavailable, the member-designated key cntact may cntact LINGOs technical supprt via the methd utlined abve. It is the member agency s respnsibility t prvide LINGOs member services with the names f the designated individual(s) fr technical supprt and the key cntact fr the member agency at memberservices@lings.rg as well as cmmunicate any changes t this infrmatin t the same address. LINGOs technical supprt is typically available Mnday Friday, 9:00 am 5:00 pm United States Eastern time zne (same as New Yrk City), excluding LINGOs hlidays (see list f hlidays n member supprt site). List f Supprted Technical Issues NOTE: LINGOs reserves the right t peridically add t the list f supprted technical issues. LINGOs curse library Curse data cmmunicatin issues unable t be reslved by member-designated individual fr technical supprt via self-service member supprt site NOTE: Depending n the issue, LINGOs technical supprt may redirect the issue t an apprpriate curse vendr cntact. Member agency s LINGOs-supplied learning prtal Cnnectivity issues. After exhausting self-service supprt via the member supprt site, the member-designated individual fr technical supprt shuld then cnsult with the member agency s IT supprt befre cntacting LINGOs technical supprt in rder t determine if there is an internal cnnectivity issue. Curse data cmmunicatin issues between the learning prtal and member-agency s custm curses. After exhausting self-service supprt via the member supprt site, Member Service Level Agreement fr Technical Supprt Page 4 f 5

5 member-designated individual fr technical supprt shuld then cnsult with the curse authring tl vendr befre cntacting LINGOs technical supprt. Prtal features nt behaving as utlined n member supprt site and during member s LINGOs-supplied learning prtal nbarding. NOTE: Depending n the issue, LINGOs technical supprt may redirect the issue t an apprpriate LINGOssupplied learning prtal vendr cntact. SCORM Dispatch (fr members nt using a LINGOs-supplied learning prtal) Cnnectivity and data cmmunicatin issues unable t be reslved by memberdesignated individual fr technical supprt via self-service member supprt site. Please nte: If an issue is identified by the member agency regarding SCORM Dispatch, LINGOs technical supprt will frward the issue t its external develpers fr further reslutin. If the issue is identified as a SCORM package r SCORM Dispatch issue, LINGOs technical supprt will wrk with its external develpers t crrect the prblem at n cst t the member agency. If the issue is identified as an issue with the member agency s deplyed LMS and/r hw it cnfrms t SCORM 1.2 standards r launches SCORM 1.2 packages required fr SCORM Dispatch, it will be the member agency s respnsibility t wrk with the member agency s deplyed LMS vendr and/r directly with LINGOs external develpers t reslve the issue(s). All supprt agreements and csts fr such supprt will be the respnsibility f the member agency. Tls (Cllabrate, Articulate, etc.) Installatin and applicatin issues. After exhausting self-service supprt via the member supprt site and/r the tl vendr s website, the member-designated individual fr technical supprt shuld then cnsult with the member agency s IT supprt befre cntacting LINGOs technical supprt in rder t determine if there is an issue with the member agency user s wrkstatin. NOTE: Depending n the issue, LINGOs technical supprt may redirect the issue t an apprpriate tl vendr cntact. Member Service Level Agreement fr Technical Supprt Page 5 f 5