Evolve Technical Software Support
Technical Support for the Evolve content authoring tool includes access to Intellum’s web-based help files (“Help Files”) and Intellum’s web-based help desk ticketing system (“Help Desk”) for the Client account owner and two additional Client personnel at Admin User Level (“Client Support Contacts”).
The following types of issues may be submitted to the Help Desk by the Client Support Contacts through Intellum’s support ticket process: (a) Error Support – Troubleshooting suspected errors/issues in Evolve; and (b) Functionality Support – Answering questions on how Evolve functionality operates that are not otherwise covered in the Help Files.
Severity Levels and Target Response Time
Intellum’s Business hours are Monday through Friday 9:00am ET - 8:00pm ET, other than nationally recognized U.S. holidays.
Client Obligations
The following information is required from Client when submitting a Support Ticket:
- Description of expected or intended outcome
- Steps to reproduce issue
- Screenshots or screen captures of the issue
- Details of any Learning Management System (LMS), operating system or browser version used by Client
- Direct link to the originating Evolve course
Not Covered by Evolve Support
The following items are not included in Evolve Support:
- Course or instructional design theory and practice
- Modification of course content published in Client’s LMS
- Custom HTML modification or integration with other web content
- Third-party products, such as LMS’s (other than Exceed) or learning content management systems (LCM’s)
- Hardware or systems inconsistent with our technical specifications
