Introduction

This Service Level Agreement (SLA) outlines the support services Learn Amp provides to its customers and the expected levels of service. The SLA defines the agreed-upon service levels that customers can expect and the corresponding obligations of both Learn Amp and its customers.

This document will be reviewed annually and updated to reflect any changes in services. The most up-to-date version will always be available in the Customer Portal

Definitions

Business Hours: 7:00 AM to 9:00 PM UK time, Monday to Friday, excluding UK national holidays.
Business Day: Any day that falls within the defined Business Hours
First Response: Time from ticket creation to the first human acknowledgment.
Reply Time: Time between subsequent customer messages and the next human response.
Target Resolution Time: The maximum duration measured within defined Business Hours, by which Learn Amp aims to fully resolve a support ticket, based on its assigned priority level.
Uptime: The percentage of time the Learn Amp platform is available to customers, excluding scheduled maintenance.

Learn Amp’s responsibilities

Provide support services as defined in this SLA.
Respond to all support tickets within the agreed First Response Time
Resolve support tickets within the agreed-upon Target Resolution Time.
Proactively communicate planned maintenance with a minimum of 2 weeks’ notice.
Gather and analyse customer feedback to continuously improve support services.
Provide clear, consistent, and fair support across all customer requests.
Adhere to the Learn Amp Service Agreement.

Customer responsibilities

Follow the guidance in this document and use services as intended.
Act in accordance with Learn Amp’s Service Agreement.
Contribute positively to the Learn Amp community by sharing best practices and supporting innovation in the platform.
Provide an up-to-date list of key contacts requiring Customer Portal access.
Ensure timely and high-quality information is provided to Learn Amp for effective support.
Submit accurate and complete information when raising support tickets.
Provide prompt feedback and approvals when required.
Comply with Learn Amp’s policies and follow guidelines regarding the use of the Learn Amp systems and handling of data.

Support services

Support levels

Learn Amp offers the following support levels:

Technical Support:
- Assists with platform functionality, troubleshooting, and general inquiries.
- Available during Business Hours.
- Access via the Customer Portal.
Engineering Support:
- Handles complex technical issues requiring in-depth investigation.
- Available during Business Hours.
- Accessed via escalation from Technical Support.

Business Hours

Support is available during Business Hours: 7:00 AM to 9:00 PM UK time, Monday to Friday, excluding UK national holidays.

Limited support will be provided during national holidays, for P1 and P2 issues only.

Any changes to Business Hours will be communicated and updated in the Customer Portal.

Accessing support

Service Desk

The Service Desk is the first point of contact for all issues, faults, or general enquiries.

Tickets can be raised via the Customer Portal:
https://customer.support.learnamp.com/servicedesk/customer/portals

Customer Portal

The Customer Portal provides:

An extensive Knowledge Base with articles and videos covering the full product range.
A central place for Customers to raise and manage support tickets across one or more sites.

Ticket Prioritisation

We use a 5-level priority system, initially selected by the customer. The Support Team may adjust this if necessary.

Initially, the priority is picked by the customer.

P1 Highest priority

This priority level is reserved for issues that have a severe impact on a large number of users or the entire Learn Amp platform. Examples include:

Complete platform outage or inability to access core features.
Critical security breaches or data leaks that pose a significant risk to customer data or privacy.
Major system failures preventing essential business operations.

P2 High priority

This priority level applies to issues that significantly impact the platform's functionality or a major feature, with a potential for escalation due to:

Issues that prevent timely completion of critical tasks or deliverables.
Issues causing substantial disruption to workflows, productivity, or revenue generation.
Issues that could lead to compliance violations, customer dissatisfaction, or other undesirable outcomes if not addressed promptly.

P3 Medium priority

This priority level is for issues that have a noticeable impact on users or platform functionality but do not pose an immediate threat to business operations or have a high risk of escalation.
Examples include:

Have a moderate impact on user experience or productivity.
Do not have a critical deadline within the next two weeks.
Are unlikely to cause significant business disruption or negative consequences if not resolved within two weeks.

P4 Lower priority

This priority level is for minor issues with minimal impact on users or the platform.
Examples include:

Have a limited effect on user experience or productivity.
Do not have any immediate deadlines.
Are unlikely to cause escalation or significant consequences if not resolved quickly.
May include user errors, requests for enhancements, or issues with known workarounds.

P5 Lowest Priority

This priority level is for issues, tasks or requests with the lowest impact on users and the platform. These typically include:

Minor bugs or cosmetic issues with negligible impact on functionality.
Issues with existing workarounds or solutions.
Custom requests that have been assessed by the Engineering team and deemed to require more effort than can be justified within the next two weeks

Note on Beta Features

Learn Amp regularly offers early access to new functionality via beta releases. While we encourage customers to provide feedback and report issues during these beta periods, it’s important to note the following:

Bugs reported on beta features are not subject to standard SLA response or resolution timelines.
These issues will be reviewed and assessed, but any fixes will be scheduled in line with ongoing development work, unless explicitly agreed by the Product team.

Priority SLA’s

We’re trialling SLAs for P3 and P4 and reserve the right to adjust target resolution times.

Learn Amp is committed to providing timely support based on the priority of the issue. The following table outlines our target response and resolution times for each priority level:

Priority Level	First Response Time	Reply Time	Target Resolution Time

Priority Level	First Response Time	Reply Time	Target Resolution Time
P1	1 hour	1 hour	24 hours
P2	2 hours	2 hours	3 business days
P3	1 business day	1 business days	30 business days
P4	1 business day	1 business days	45 business days
P5	1 business day	1 business days	N/A

Note on SLA Pausing for All Priorities

SLA timers are paused whenever a ticket is awaiting a customer reply or input from a third-party provider. This applies to all priority levels, to ensure resolution times reflect only the period when Learn Amp is actively able to progress the issue.

Third-party providers we work with include, but are not limited to:

Rustici Software LLC – SCORM Content Player
Go1 – SCORM Content Provider
GoodData – End-to-end analytics for our Advanced Analytics feature
Kombo - Kombo, our integration provider.

P5 Ticket Process and Timeline

P5 tickets represent low-priority issues that don't have a target resolution time. Here's how we handle them:

When a P5 ticket is submitted, our team:

Reviews the issue description and assesses its impact
Checks how many other customers have reported similar concerns
Confirms the priority classification (verifying it's truly P5 rather than higher or lower priority)
Adds the ticket to our product backlog for future consideration

Why No Target Resolution Time?

P5 tickets don't have a Target Resolution Time because they represent issues that:

Have minimal impact on core functionality
May be addressed opportunistically rather than immediately
Could be resolved as part of broader feature work
May not warrant dedicated resources based on current priorities

Resolution Approach

We address P5 tickets through two main pathways:

Opportunistic Fixes: When we're already working on a feature or area of the product, we review all related P5 tickets. If it makes sense to address these issues within the current work context, we'll include fixes as part of that development effort.
Priority Reassessment: As more customers report similar P5 issues, we track this data. If we see a pattern of multiple companies experiencing the same problem, we reassess whether to elevate the priority and address it sooner.

While we cannot provide specific timelines for P5 tickets, we commit to:

Acknowledging receipt of your ticket
Properly categorising and tracking the issue
Notifying you if the priority status changes
Informing you when the issue is resolved, even if that occurs months later as part of other work

Service Availability & System Uptime

Learn Amp is committed to maintaining high availability, with a gauranteed uptime of atleast 97.7% during supported hours.

You can check platform availability and view performance history on our Status Page.

Escalation process

At Learn Amp, we are dedicated to providing exceptional support and ensuring your satisfaction. While we strive to resolve all issues promptly, we understand that some situations may require additional attention. If you feel your support request needs further assistance, you have the following options:

Escalate within the Support Ticket: Within your existing Jira support ticket, please clearly state that you would like the issue to be reviewed for escalation and provide a brief explanation for your request. This helps us understand your concerns and take appropriate action.
Support Team Review: We will assess your request based on factors such as the impact on your business, the complexity of the issue, and the progress made so far.
Contact the Support Manager: If you're not satisfied with the handling of your ticket or the proposed resolution, you can contact the Support Manager directly:
Miles Cuthbert - Technical Support Manager
📧 Miles.Cuthbert@learnamp.com

We value your feedback and are committed to resolving your issues efficiently and effectively.

Continual improvement

Learn Amp is committed to continually improving its support services to ensure customer satisfaction. We actively seek feedback through various channels:

We conduct surveys after each ticket closure to gather customer feedback on their support experiences.
Provide easy-to-use tools within the portal for submitting feedback on tickets or general support interactions.
We encourage customers to provide feedback directly to any member of the Technical Support & Customer Success Team at any time.

Miles Cuthbert - Technical Support Manager.
Last Reviewed: Aug 1, 2025