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Standard Support Policy 

This policy describes the support services provided to all Learn on Demand Systems clients when accessing lab products, whether developed by Learn on Demand Systems directly, or by a third party, and delivered via the Learn on Demand Systems platform. 

Some products may qualify for additional support services.  These additional support services are defined in the agreements between Learn on Demand Systems and the content publisher, author, or customer.

Support and Supported Content

Learn on Demand Systems will provide support for any Learn on Demand Systems platform in which the client has a valid client agreement, or in which the user is accessing products on behalf of a customer with a valid client agreement.

Support and support limitations for all products and services

Support for users completing labs

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Accessing the Training Management Systems (TMS) and Lab on Demand (LOD).
  • Support is not provided for lab content on behalf of content owner, author, or publisher unless otherwise outlined below for specific products; this includes but is not limited to software, licensing, cloud services, and/or access to third-party sites.
  • Support does not include subject matter expertise.
  • Support does not include course content housed and managed in the TMS on behalf of content owner, author or publisher including but not limited to course resources, videos, evaluations, third-party sites, and/or SCORM content.
  • Support is limited to accessing available content resources aligned with a course in the TMS.

Support for users building labs

  • Support is available during standard US workdays, 1pm-10pm UTC, Monday-Friday.
  • FTP credentials will be provided upon request for clients to upload lab files and content to LODS
  • LODS will not perform lab builds, management, edits, and/or maintenance unless requested by client and client will be charged associated fees for any lab work done on their behalf.
  • LODS will not provide nor provision software and/or licensing required for clients’ labs.

Support for users completing Microsoft Official Curriculum products

  • Support is available for Microsoft Official Curriculum (MOC) titles that are built, managed, and hosted by Learn on Demand Systems, using the lab files and content made available by Microsoft and posted on the Microsoft Learning Download Center and/or Microsoft Learning GitHub repository.
  • Support includes assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Support includes updates, edits, maintenance and management of MOC content.
  • Support is not included for retired MOC content.
  • Support is not included for client’s customized MOC content.
  • Support does not include subject matter expertise.

Support for users completing Microsoft Community Courses

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Support is limited for lab file updates, edits, and maintenance based upon available files from content author via the Arvato Courseware Marketplace.
  • Support is not included for retired content.
  • Support does not include subject matter expertise.

Support for users completing Logical Operations products

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Support is limited to and reliance upon approval by Logical Operations for lab content updates, edits, maintenance and management.
  • LODS does not provide nor provision software and/or licensing required for lab content.
  • Support is not included for retired Logical Operations content.
  • Support does not include subject matter expertise.

Support for users completing Veeam products

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Veeam is responsible for lab/content updates, edits, maintenance and management.
  • LODS does not provide nor provision software and/or licensing required for lab content.
  • Support is not included for retired Veeam content.
  • Support does not include subject matter expertise.

Support for users completing EC Council products

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • EC Council is responsible for lab/content updates, edits, maintenance and management.
  • LODS does not provide nor provision software and/or licensing required for lab content.
  • Support is not included for retired EC Council content.
  • Support does not include subject matter expertise.

Support for users completing LODS proprietary products

  • Support includes assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, LODS owned cloud subscriptions, and related items.
  • Support includes updates, edits, maintenance and management of lab files/content.
  • Support is not included for retired content.

Support for users completing non-LODS proprietary products

  • Support is limited to assessing and troubleshooting the lab environment to ensure connectivity and access to lab resources; such as web-based resources, hosted virtual machines, and related items.
  • Content author, owner, or publisher is responsible for lab/content updates, edits, maintenance and management.
  • LODS does not provide nor provision software and/or licensing required for lab content.
  • Support does not include troubleshooting and/or management of cloud service subscriptions.
  • Support is not included for retired content.
  • Support does not include subject matter expertise.

*This policy is subject to modification without notification and clients and their users accept responsibility of adhering to the most current policy when engaging in client agreements with LODS as well as when submitting requests for support and/or services.

 

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