Platform Software Support

Upon completion of the implementation of an Intellum Software Solution, Client will have access to software support (“Support”) provided by Intellum for the Software Solution as described below.  
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Intellum Support includes the following:

• Access to Intellum’s web-based help files (“Help Files”); and
• Access to Intellum’s web-based help desk ticketing system (“Help Desk”) for the account owner and two additional Client personnel (“Client Support Contacts”).  
  

The following types of questions/issues (“Tickets”) may be submitted to the Help Desk by the Client Support Contacts:

• Error Support – Troubleshooting suspected errors/issues in the Software Solution; and
• Functionality Support – Answering questions on how specific componenets of Software Solution functionality work (if not already covered in the Help Files).

Below is a description of the Support priority levels for issues and problems with the Software Solution as well as the initial response times.

Additional Support Guidelines - Intellum Support does not include custom code or courseware troubleshooting services, except as specifically described below.
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Custom Code - in several places in the Intellum Platform, there are opportunities for clients to incorporate custom HTML, CSS, and JavaScript. Intellum does not staff Support agents with the responsibility of troubleshooting such custom code. Accordingly, if Client elects to incorporate custom code in the Platform, Client will be responsible for maintenance of such custom code, including ensuring that it does not negatively impact the operation of the Platform. Client understands and acknowledges that the Platform may be updated from time to time and as a result, custom code that previously worked may become inoperable. In such case, if an issue arises that Intellum determines  is due to the presence of Client’s custom code, Intellum  will make a reasonable effort to assist Client in identifying the source of the issue, but shall not be responsible for further troubleshooting or resolving the issue.
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SCORM Packages - SCORM packages are created by Client without  the involvement or engagement of Intellum; accordingly, Intellum is not responsible for the performance of individual SCORM packages. If Intellum determines that an error/defect is with the SCORM course package and not with the Intellum Platform,  Intellum will run the Client’s SCORM package through an independent testing tool called SCORMCloud. If the error/defect persists in SCORMCloud tool, then the issue is within the course package itself, not within the Intellum Platform. (Note: this Support exclusion is not applicable to courses published in Intellum’s Evolve course authoring solution).
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In addition to the limited support for course authoring tools described herein, the following additional items will be provided by Intellum:

• Publishing guides for the most widely-used course authoring tools within the Software Solution Help Files; and
• Courseware debugging functionality within the Software Solution to facilitate Client’s testing of courseware.
  

Backup Strategy - The database used to store data for the Intellum Platform is continuously backed up with a "point-in-time recovery" backup strategy. If necessary Intellum is able to restore the database back to any point in time over the last 7 days to recover lost data.   In addition to the point-in-time recovery, Intellum also maintains thirty (30) days’ worth of full backups off-site.