MaiaLearning Support Policy

Last Updated: December 6, 2023

1. General Policy

MaiaLearning will provide unlimited support assistance via email as long as a valid subscription is active. Email support is available Monday through Friday, 8:00 am to 5:30 pm customer local time - excluding weekends and observed U.S. Holidays. Support availability may occasionally vary from stated hours due to downtime for systems and server maintenance, company events, and circumstances beyond the control of MaiaLearning. Normal email support requests will be processed within one (1) business day.

If Users encounter issues relating to use of the MaiaLearning services, Institution’s authorized personnel can contact Support, providing a detailed description of the issue, including, as necessary, steps to reproduce. Support is then responsible for initial triage, diagnosis and resolution of the incident, including communication and notification of the incident to Institution's authorized personnel. In all communications between the parties, both Support and Institution's authorized personnel will identify incidents by the support case number. Support will communicate status updates to Institution's authorized personnel only via email and/or telephone.‍

2. Escalation Procedures

Institution can request any reported and accepted incidents which in Institution’s view require a higher severity level attached to it or where the agreed response times or any part thereof as detailed in Table 1 are not met. Should Institution and Support disagree with the severity level of an incident, Institution shall contact Support’s 1st Escalation Management Contact to mutually agree on the appropriate severity level of the incident.

3. Support Incident Classification and Incident Response Times

Incidents are classified under five severity levels as shown in Table 1 below. Support personnel will determine the severity level based on the description provided by the Institution. Institution is required to provide the necessary detail describing the incident, such as systems and error messages, screen printouts, and other pertinent description, to Support. Once a case is created, Support will respond as explained in Table 2 within a timeframe shown in Table 3. Support’s ability to replicate and resolve Institution’s issues will depend on accurate and detailed information supplied by Institution. Failure to provide sufficient information to replicate an issue will result in delays in resolution timelines that are outside MaiaLearning's control.

Table 1. Incident Severity Definitions

Table 2. Incident Response Types

Table 3. Incident Response Times