5. Getting support¶
Once a subscription has been upgraded to PREMIUM, ENTERPRISE, or PERFORMANCE, it is entitled to the eduNEXT support services.
The services will cover access to the knowledge base, incident management, and request management, as described below.
5.1. Access to the Knowledge Base¶
Whenever you need assistance to perform a particular configuration or accomplish something in your courses, you may find valuable information, examples, and recommendations in the eduNEXT knowledge base.
The knowledge base consists of multiple resources:
A demo LMS site at https://learner.demo.edunext.co that you can freely explore with a wide range of examples of configurations available for Open edX courses and the types of courseware components you can add to Open edX courses.
5.2. Incident management¶
Incidents are issues that are affecting the functionality or availability of the service or those that potentially can affect the functionality and availability.
1. The eduNEXT support team will receive and process reports about incidents with a grade of criticality 1 and 2 via telephone. Incidents with a grade of criticality 3 and 4 through email, according to the definitions given below.
**Criticality and prioritization: **
Criticality 1: Total interruption of Service. Criticality 2: Functional errors affecting the operation of the service. Criticality 3: Degradation in service’s quality. Criticality 4: Specific functional errors that do not affect the entire service.
5.3. Request management¶
Customers’ requests include questions or requests to perform specific configurations and procedures in your site or courses.
The support service for requests or questions will be provided by email using eduNEXT’s customer support service at firstname.lastname@example.org. These requests are not managed as incidents and are not bound by the criticality grades/ solutions times stated above. However, they will be handled discretionally by the eduNEXT’s support team according to complexity and priority.
5.4. How to Open a Support ticket¶
There are three ways of opening a support ticket.
1. You can go to your account in the eduNEXT management console. On the page https://manage.edunext.co/support/, you will find a simple form to send the minimum information we need to understand the case.
Please always send the course ID, email address of the user involved, link to the page, and screenshots if possible.
2. You can go to your support center account at https://support.edunext.co/portal/en/home. There you will find all the tickets that have been open for your account.
3. You can directly write to email@example.com.