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New Accord Support Portal

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New Accord Support Portal

To better serve our clients, Accord now provides a client support portal in addition to our traditional email support. DIY resources include a FAQ section, video tutorials and access to all of our admin guides. If you still have a question or concern, you can login to submit a ticket.  You can also track the progress of any support ticket whether is was submitted via the portal or email.
 

Support Home

Support Ticket Submission

The single most important thing our clients can do to insure prompt and efficient resolution or any issue is provide the support team with a thorough description of the problem or question you may have. 

 

Good Description

Please provide a full description of the problem. This is crucial. Think about:

  • What exactly is the problem?
  • Which users or group of users are experiencing the problem.
  • Where in the Accord user interface is the problem occurring?
  • When and under what conditions does the problem present?  Is it repeatable?

 

Which Way?

 


 

 

A Picture is Worth a Thousand Words

Screen shots are invaluable. Screen Casts are priceless! There are number of free screen cast tools available, we can recommend Jing.


Subject Lines, Threads and Ticket IDs

  • Provide a clear and unique subject line, or ticket title
  • Start a new ticket thread for each issue or question
  • You will initially receive an automatic reply. A support team member will follow up after reviewing your issue or question.
  • Avoid confusion - do not use old tickets or threads for new issues.

 

Ticket Submission

Support tickets can be submitted via email or the support portal.

Either way, you can view your ticket status from My Ticket List on the support portal.
 

Support Ticket List

 

Types of Support

Standard Support

Free support services provided to Licensees who have current software Subscriptions or Maintenance agreements. Full details can be found in the Accord LMS Software License Agreement.

Tier 1 

  • 1 business day response time
  • Tickets handled in order received and urgency
  • Email communications
  • Email updates as warranted
  • Response and work provided during Business Hours
  • Private stabilization release as needed
  • Free

Note: Standard business hours are from 8 AM to 5 PM Eastern Time (US), excluding national holidays and company holidays.

 

Priority Support

Priority Support provides mission critical clients with services that Tier 1 support does not cover and delivers in a time frame that Tier 1 support does not guarantee. Full details can be found in the Accord LMS Services - Terms and Conditions.

Tier 2 

  • 4 hour response time
  • Dedicated support engineer until issue is resolved
  • Email communications
  • Email updates twice a day until resolved
  • Response and work provided during Business Hours
  • Private stabilization release as needed
  • $125/hour or $100/hour for block of 5 or more hours

Tier 3 

  • 4 hour response time
  • Dedicated support engineer until issue is resolved
  • Email, Skype and Phone communications
  • Email updates twice a day until resolved
  • Response and work provided 24/7 for mission critical issues
  • Private stabilization release as needed
  • $200/hour or $150/hour for block of 5 or more hours
  • Tier 3 support requires a signed Advanced Support SLA to be in place. 

Note: Priority Support holders can always utilize free Tier 1 support for non-critical support needs or questions.

 

Additional Services

Software Updates 

SaaS clients may request a software update once for each major release at any time, not including any patches required for stabilization. Self Hosted clients may update their Software at any time if their subscription or maintenance contact is current by downloading the latest version from our Product Download page. Self Hosted clients may utilize Custom Development for assistance with their Software update if desired.

Note: Accord may require clients to update their software to the latest version before providing support for software related issues.
 

Advanced Support SLA

Advanced Support Service Level Agreement (SLA) is required for any client needing Tier 3 support.  The SLA provides a signed agreement detailing Accord’s responsibilities for software maintenance and functional conformance for clients with mission critical requirements.  Tier 3 support hours must be purchased separately. Terms, conditions and pricing can be found in the Accord LMS Services - Terms and Conditions.

 

Software License Agreement Amendments

Accord will consider amending the Software License Agreements for clients with demanding legal requirements. The Accord legal team will provide up to 10 hours of review and negotiations of client suggested amendments to the standard Accord Software License Agreement. If wording can be found that is mutually agreeable to both parties an amended and signed Software License Agreement will be provided to the client.

 

Software Escrow

Software Escrow protects our clients in the case of unforeseen circumstances.  If Accord, or its successor, is no longer able to fulfill its support obligations a copy of the source code will be released to any client that is an eligible beneficiary.  

Escrow services are provided by a trusted, neutral third party: https://www.nccgroup.trust.  
Full details can be found in the Accord LMS Software License Agreement.

If you are interested in any of the additional services please contact your sales person for more information.
 

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