Service Level Agreement - Stilwell

 

Stilwell Virtual Community - Service Level Agreement

www.stilwelleducation.com

 

The University of Cumbria provides user support to all registered users on the terms outlined below.

 

Service provider

Technical support is provided on contract to University of Cumbria by Hydrant Ltd.

 

Method of Communication

Email to support@hydrant.co.uk

Telephone 0845 862 1111

 

Hours of Operation

Monday to Friday 09:00 until 17:30 (excluding bank, public or statutory holidays) .

 

Service

All support requests will be logged and given a support ticket number, which will be sent to you by email. Support calls will be dealt with in the order in which they were logged. Hydrant will respond to support calls within 1 hour of the call being accurately recorded.

 

Other user support

This agreement covers support related to the technical operation of the Stilwell Virtual Community web application. For non-technical queries, you should contact your local administrator or tutor.