APPENDIX – ENABLE+ SUPPORT 

Omniplex Learning provides certain support and service levels as specified in this document. 

Some of the defined terms used in this Appendix are set out below. Any defined terms used but not set out in this Appendix are as set out in Omniplex Learning’s Terms and Conditions. 

“Authorised User” 

users that the Customer authorises to use the Software during the Term; 

“Business Hours” 

means the hours between 09:00 and 17:00 Monday to Friday in the United Kingdom, excluding Bank Holidays in England and Wales; 

“Customer” 

is a business with contractual access to the Software listed in the Order Form; 

“ETA” 

means the estimated length of time it will take to address the Ticket via deployment of mitigation procedures; 

“Fair Usage” 

Fair Usage regulates the fair use of our support services. Our support plan is designed for Customers with normal usage and support patterns. However, we may take measures to limit the small number of Customers whose support request patterns substantially differ from the typical support patterns of a standard business; 

“First Response” 

means the period between the time when the Ticket was reported in full, and the time when an acknowledgement via ticket was made by any of Omniplex Learning’s personnel; 

“Helpdesk” 

means the Omniplex Learning support team; 

“Software” 

means the software listed in the Order Form; 

“Term” 

means the term set out in each Order Form during which the Customer has access to the Software; 

“Ticket” 

means an individual request for support from the Helpdesk for either a technical or functional question around the software behaviour. 

1. Enable+ Support fees 

1.1 The Customer shall pay an annual charge for support, as specified in the Order Form. 

1.2 Where the Customer increases its number of Authorised Users during a Term, there will be a pro rata charge levied for support until the contract anniversary. Upon anniversary or renewal, the renewal Charge will be based on the new total licence fees.

2. Enable+ Support services 

2.1 Omniplex Learning will manage 1st and 2nd line support and will involve the relevant Third Party Vendor as appropriate for 3rd escalation level. 

2.2 Service Channels – Customers may contact the Helpdesk during Business Hours using the contact details within the attached website: Service Level Agreement | Omniplex Learning. 

2.3 Named Ticket Owner – When a Ticket is created with Helpdesk, the Customer will be given the name and email address of the Helpdesk contact who will be working on the Ticket in its entirety. 

2.4 Appointed Customer Success Adviser – If the Ticket needs to be escalated to 2nd line support you will be given the name and email address of a member of the Customer Success team who will work with the named Ticket owner in Helpdesk. The Customer Success team member will also act as the point of contact for any Tickets that are raised to 3rd line support with the Third Party Vendor. 

2.5 Technical How-to Show and Tell – For any technical configurations of the software, you will receive an email response with your solution and (where required) a video explanation of how to solve the Ticket question. Alternatively, this may be demonstrated in a scheduled call via screen share. Fair Usage applies to this service. 

2.6 Functional How-to Guides – For any functional how-to questions, Helpdesk will provide a personalised response with a solution along with the relevant help guide. 

2.7 Functional How-to Show and Tell – For any functional questions relating to the Software, you will receive an email response with your solution and (where required) a video explanation of how to solve the Ticket question. Alternatively, this may be demonstrated in a scheduled call via screen share. Fair Usage applies to this service. 

2.8 Live and On-Demand Product Presentations – This includes onboarding of the Software and also any product feature updates that are released. There will be a choice of registering onto a live presentation or an on-demand, pre-recorded version. 

2.9 Any new services developed – If during the Term new services are developed and added to the Enable+ support service, all Authorised Users will have access to these new services. 

3. Support requests 

3.1 The following information should be provided in any Ticket: 

(i) A detailed description of the question, with as much reasonable detail as can be provided. 

(ii) The URL of the platform where the issue is occurring. Any applicable screenshots or video captures. 

(iii) In case of an error message, in addition to the error message itself, the exact steps necessary (if known) to reproduce the error. 

(iv) The user(s) that are affected by the issue. 

(v) Any applicable screenshots or video captures. 

3.2 Customer’s General Responsibilities 

The Customer agrees that it will reasonably cooperate with Helpdesk and will be responsible for:

(i) documenting and reporting errors promptly; 

(ii) providing sufficient information for Helpdesk to duplicate an error, assess the situation, and undertake any needed or appropriate corrective action; 

(iii) following instructions or suggestions from Helpdesk regarding use, maintenance, upgrades, repairs, workarounds, or other related matters; 

(iv) having adequate technical expertise and knowledge of their configuration of the Software; 

(v) ensuring that only Authorised Users for the Service may act as the point of contact; 

(vi) providing Helpdesk with reasonable access to Customer’s personnel during Business Hours; and 

(vii) carrying out procedures necessary to test the rectification of reported errors or malfunctions within a reasonable time after such procedures have been provided by Omniplex Learning. 

4. Reproducing Errors 

4.1 The Customer understands and acknowledges that Helpdesk must be able to reproduce errors in order to resolve them. Therefore, the Customer agrees to cooperate and work closely with Helpdesk to reproduce errors, including conducting diagnostic or troubleshooting activities, as the same may be reasonably requested and appropriate. Also, subject to the Customer’s approval on a case-by-case basis, end users may be asked to provide remote access to their account and/or desktop for troubleshooting purposes. 

5. Exclusions 

5.1 Omniplex Learning will not provide support for issues that arise in the following categories, which are outside of the scope of the services and service level targets detailed in this Appendix: 

5.1.1 Custom Cascading Stylesheets (CSS); 

5.1.2 issues regarding Software for which a support subscription has not been purchased from Omniplex Learning by the Customer; 

5.1.3 support for Software integrations which have not been developed by Omniplex Learning; 

5.1.4 custom built authentication methods between Omniplex Learning and the Customer where such method is built by or on behalf of the Customer (other than by Omniplex Learning). 

5.2 If a reported problem or Customer request for assistance relates to an exclusion set out above, Omniplex Learning will notify the Customer and as promptly as possible, may, with Customer’s prior written approval, move forward with attempted resolution of such problem. Such assistance will be charged at Omniplex Learning’s then-current rates. Customer agrees to pay Omniplex Learning in accordance with the terms of the Agreement upon receiving an invoice.

6. Tickets raised 

6.1 Priority 

In case of an error in the Service, Customer shall perform self-diagnosis of each Ticket and make a recommendation to Omniplex Learning with regard to the severity level of that Ticket at the time of reporting the Ticket. Omniplex Learning may re-categorise any ticket based on additional information and shall communicate such re-categorisation to the Customer. 

Prior to reporting a Ticket, the Customer will have investigated and eliminated any internet or environment issues arising from its equipment, or for which it has responsibility (e.g. internet connectivity). 

The applicability of the response times below is subject to the Customer logging tickets with the (Omniplex Learning) Helpdesk as set out above. Tickets submitted within the Software itself (for example in any communication centre or web support accessible via the platform) will go directly to the Third Party Vendor such that the response times of Omniplex Learning (as set out below) may not be achieved. 

Table 1 – Priority descriptions

Urgent	Critical production issue affecting all users, including system unavailability, with no workaround available.
High	Issue is persistent, affects many users and/or impacts core functionality or results in significant performance degradation. A critical production issue exists, but with an acceptable workaround.
Normal	Errors in functionality within the application, accompanied by workarounds or affecting some but not all users. The defect does not seriously affect business operations.
Low	General inquiries on the use of the application; or cosmetic errors or Tickets which otherwise do not require immediate attention; or rare errors that appear during unusual conditions or are otherwise unlikely in normal use; or errors which have a sustainable workaround.

Table 2 – Priority level targets

Priority	First response	ETA
Urgent	1 Business Hour	Within 6 Business Hours.
High	1 Business Hours	As promptly as commercially feasible.
Normal	2 Business Hours	As promptly as commercially feasible.
Low	8 Business Hours	As promptly as commercially feasible.