Support Services
Effective: Nov 10, 2023
BootcampsHub shall provide You with Support Services between the business hours of 12:00 am and 11:59 pm Eastern Standard Time, Monday to Sunday.
Support documentation is available in the BootcampsHub knowledge base: https://support.bootcampshub.online
- https://support.bootcampshub.online
- Date and time of issue occurrence.
- Portal name of where the issue is occurring.
- The user(s) affected by the issue.
- Description of the issue, including Browser version, Content affected, and steps to reproduce the issue.
- Screenshots or video capture of the issue.
- Description of the suggested priority level of the issue.
To receive support assistance, users must be an Administrator in the Top-Level Portal. BootcampsHub must be able to reproduce errors in order to resolve them. You will cooperate fully with BootcampsHub to achieve the resolution of any requests. Subject to Your approval, You may be asked to provide access to Your Portal by an authorized BootcampsHub representative to assist in troubleshooting the request.
Email requests must contain:
- Improper use of the Platform
- Modifications, integrations, or customizations made to the Platform by anyone other than BootcampsHub
- Support or troubleshooting of E-Learning Content built with third-party authoring tools.
| Priority Level | Description |
|---|---|
| “Critical” | The entire Platform is not working |
| “High” | A major component of the Platform is not working that materially restricts the use or performance of the Platform |
| “Medium” | A minor component or enhancement to the Platform is not working but is only causing a minor impact on the operation of the Platform |
| “Low” | A problem that does not restrict the operation of the Platform |
BootcampsHub will review the issue and determine a priority level as defined below:
| Priority Level | First Response Times | Target Resolution Times |
|---|---|---|
| “Critical” | Within 4 business hours | Within 24 business hours |
| “High” | Within 24 business hours | Within 2 business days |
| “Medium” | Within 1 week | As soon as reasonably practicable |
| “Low” | At BootcampsHub’s discretion | At BootcampsHub’s discretion |
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