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      Support Impact and Urgency

      Impact and Urgency

      When submitting a Support Request, please submit a designated impact level. If no level is designated, the Lumen Support Team will evaluate the request upon receiving it and will assign an impact level, based on the definitions below. Lumen Support responds within the target response time for the designated impact level.

      If the impact level is unclear, Lumen Support works with the customer to come to an understanding about the appropriate designation and then responds accordingly.

      Impact Levels

      Impact/Description

      Initial Response Time

      Urgent

      Critical impact to faculty, students, or employees if not handled immediately regardless of the time or day.

      Examples:

      • Widespread service outage that impacts one or multiple institutions
      • Single institution with multiple classes, or a whole class that can’t access course materials or assessments

      2 hours with updates at least every 2 hours until resolved

      (unless otherwise agreed)

      High

      Material impact to faculty, students, or employees if not handled quickly.

      Examples:

      • Some students (not all) unable to complete time-sensitive work, with no workaround
      • A courseware or integration defect impacting student scores and grades
      • Last-minute adoptions at the start of the term
      		 4 business hours

      Normal

      Regular, course-of-business issues that need attention, but there is no material impact if the issue takes multiple business days to respond and resolve.

      Examples:

      • Course delivery for the next term, well in advance of the start of the term.

      		 2 business days

      Global LTI Setup Request (from Adoption)

      Lumen Support outreach to LMS administrator with instructions for setup and testing of global LTI integration with supported learning management systems. Follow-up includes confirming LTI setup is successful and assistance troubleshooting any issues.

      Examples:

      Initial outreach: 4 business hours

      Typical delivery: within 2 business days 

      Support Requests are addressed according to the impact level and time the request was received. We use every professionally reasonable means to resolve Support Requests as quickly as possible. Urgent requests are handled using a special process to expedite resolution. Where appropriate, this includes an incident investigation to identify root cause and prevent future recurrence.