Intellum, Inc.Evolve & Bloom Software Support and Service Levels

Evolve Support

Support for the Evolve authoring tool includes access to web-based help files (“Help Files”) and Evolve’s web-based help desk ticketing system (“Help Desk”) for the account owner and two additional client personnel at Admin user level (“Client Support Contacts”).
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The following types of questions/issues (“Tickets”) may be submitted to the Help Desk by the Client Support Contacts:
(a) Error Support – Troubleshooting suspected errors/issues in the Evolve; and
(b) Functionality Support – Answering questions on how specific pieces of Evolve functionality work (if not already covered in the Help Files).
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Business Hours:
9:00AM GMT - 2:00AM GMT Monday to Friday excluding UK and US Public Holidays
1:00AM PT - 6:00PM PT Monday to Friday excluding UK and US Public Holidays

Issue Types:
Critical - Evolve system is inaccessible to user(s). Response time is within 2 Business hours.
High - Inability to create, edit using key functionality, or publish a course in Evolve. Response time is within 8 Business hours.
Other - Courseware tracking and performance issues, other system functionality issues and authoring questions.
Response time is within 12 Business hours.
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Customer obligations when submitting a ticket:
To aid in timely and accurate support for our customers, the following is required when submitting a ticket:

Provide clear description of expected or intended behavior
List steps to reproduce issue
Provide screenshots or screen captures of the issue
Provide detail of any LMS, operating system or browser version used.
Provide a direct link to the originating Evolve course and LMS system (Bloom or Exceed) where the issue is occurring.

Not Covered by Evolve Support:
We do not provide product support for the following topics.

Course or instructional design theory and practice
Modification of published output in external software programs
Custom HTML modification or integration with other web content
Third-party products, such as LMSs (other than Bloom and Exceed) or learning content management systems (LCMSs)
Hardware or systems inconsistent with our technical specifications

Bloom Support

Support for the Bloom learning platform includes access to web-based help files (“Help Files”) and Bloom’s web-based help desk ticketing system (“Help Desk”) for the account owner (“Admin”).

The following types of questions/issues (“Tickets”) may be submitted to the Help Desk by the Client Support Contacts:
(a) Error Support – Troubleshooting suspected errors/issues in Bloom; and
(b) Functionality Support – Answering questions on how specific pieces of Bloom functionality work (if not already covered in the Help Files).
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Business Hours:
9:00AM GMT – 17:00 GMT Monday to Friday excluding UK and US Public Holidays

Issue Types:

Critical - Bloom system is inaccessible to user(s). Response time is within 2 Business hours.
High – Inability to create Groups, Subjects, Trails and Courses using key functionality, or upload a published course. Response time is within 24 Business hours.
Other – tracking issues, process enquiries. Response time is within 48 Business hours.

Customer obligations when submitting a ticket:
To aid in timely and accurate support for our customers, the following is required when submitting a ticket:

Provide clear description of expected or intended behavior
List steps to reproduce issue
Provide screenshots or screen captures of the issue
Provide a direct link to the originating Evolve.

Not Covered by Bloom Support:
We do not provide product support for the following topics.

Course or instructional design theory and practice
Modification of published output in external software programs
Custom HTML modification or integration with other web content
Third-party products, such as LMSs (other than Bloom and Exceed) or learning content management systems (LCMSs)
Hardware or systems inconsistent with our technical specifications

Evolve & Bloom Service Levels

Intellum shall provide access to its Evolve and Bloom Web Sites (“Web Sites”) in accordance with the service levels noted in this paragraph. Intellum will use commercially reasonable efforts to make each Web Site available with a monthly uptime percentage of at least 99.95%. In the event the Web Site does not meet the monthly uptime percentage commitment, then paying customers, will be eligible to receive a service credit in the form of additional service periods of time added on to the end of the term of the contract. The service commitment does not apply to any unavailability, suspension or termination of the Web Sites, or any other Web Site performance issues: (i) caused by factors outside of Intellum’s reasonable control, including any force majeure event or Internet access or any other related problems beyond the demarcation point of the Web Site; (ii) that result from any actions or inactions of client or any third party; (iii) arising from Intellum’s suspension and termination of a client’s right to use the Web Sites in accordance with the Terms of Service or (iv) any planned downtime for maintenance or support of any Web Sites. If availability is impacted by factors other than those explicitly listed in this paragraph, Intellum may issue a service credit considering such factors in its sole discretion. Delays or omissions may occur. We are not responsible for data, messages or pages lost, not delivered, delayed or misdirected because of interruptions or performance issues with the Web Sites or communications services or networks. We may impose usage or Web Sites limits, suspend the Web Sites, or block certain kinds of usage in our sole discretion to protect users, data, our systems, or the Web Sites. The accuracy and timeliness of data received is not guaranteed.