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Vendor/Supplier/Partner Training
CSR Skill Training - Real Time Monitoring
Employee Upskilling & Reskilling
Support Services
Effective: March 25, 2024
All customer questions regarding the operation of Maventra Learning Platform and all malfunction reports should be initially directed to Maventra Help Desk. However, the support obligations delineated herein are based upon the customer’s obligations to designate qualified system administrators and to assure that the following steps are taken in advance of any support request to Maventra Help Desk:
a) Customer has first checked to ensure that use of MeVn.ai platform is in accordance with its documentation.
b) Customer has taken reasonable steps to eliminate any hardware, operating system platform and application platform deficiencies.
c) Customer has collected all relevant data and documented all operating conditions and other operation information relating to the incident; and
d) Customer fully implements any correction or work-around, fully describes any limitations imposed by such correction or work around, and fully cooperates with support team,
Upon Maventra Team’s receipt of customer’s questions regarding the operation of Maventra Learning Platform or of customer’s report of a malfunction of Maventra Learning Platform, Maventra Team will respond in accordance with the maintenance support Service Level agreed and finalized.
Under all Service Levels a malfunction reports will be opened and assigned a severity level (or a recommended Severity Level for the malfunction that indicates the affect it is having on the platform usage will be reviewed and responded to). Malfunction reports will be referred to Maventra technical personnel.
Severity Levels Definitions
Unless otherwise agreed to, MeVn.ai shall assign each reported malfunction one of the following three Severity Levels:
| Priority Level | Description |
|---|---|
| Level 1 | A malfunction where the platform is not functioning |
| Level 2 | A malfunction where the delivered platforms performs in a manner that is inconsistent with the specifications stated in the user documentation, and results in (i) a major feature of the platform to become inoperative, or (ii) a severe performance degradation in a major feature of the platform. |
| Level 3 | a malfunction where the delivered performs in a manner that is inconsistent with the specifications stated in the user documentation and results in (i) a materially lower level of performance or material performance degradation in a minor feature of the platform that (ii) is the source of significant customer complaints, or (iii) causes significantly increased workloads on maintenance personnel. |
| Level 4 | A malfunction where the delivered platform performs in a manner that is inconsistent with the specifications stated in the user documentation, and results in (i) a non-material reduced level of performance, or a non-material performance degradation in a minor feature of the platform, that (ii) is the source of non-material Customer complaints, or (iii) causes insignificant increased workloads on maintenance personnel, or (iv) is a non-material documentation error not affecting the operation and maintenance of Maventra Learning Platform |
Receipt and Confirmation Process:
After malfunction reports are assigned a Severity Level, Maventra Team will respond in accordance with the maintenance support Service Level selected by Customer and according to its Receipt and Confirmation process that is employed in response to all malfunction reports. Under all Service Levels, Maventra Team’s “Receipt and Confirmation” process ensures acknowledgement of receipt of a malfunction report
| Severity Level | Acknowledgement Response Time |
|---|---|
| Level 1 | 4 Hours |
| Level 2 | 24-48 Hours |
| Level 3 | 7-15 Hours |
| Level 4 | At Maventra's discretion |
Additionally, the process gathers any additional information required for the analysis of the malfunction by interviewing the malfunction report author and if possible, reproducing the malfunction so as to confirm its nature and impact. If technical personnel are unable to promptly resolve a confirmed malfunction, Maventra Team will respond in accordance with its Escalation Elapsed Time Schedule.
Corrections
Corrective maintenance may take the form of written responses, supplementary documentation, and work-around, coding changes, product patches, non-material changes in business processes or other correctional aids that Maventra sends to the customer via remote data transmission or otherwise communicates to the Customer.
Malfunction Report Delivery
Customers may report malfunctions 24 hours of day 7 days a week using via the email or support portal.
To obtain support assistance, users must hold Administrator privileges within of the account and portal set-up for access. Maventra team requires the ability to replicate errors in order to effectively resolve them. Full cooperation with Maventra is expected to facilitate the resolution of any requests. With your consent, an authorized representative from Maventra may request access to your Portal to aid in troubleshooting.
Email requests should be sent to support@maventra.com and include:
Date and time of issue occurrence
Portal name where the issue is manifesting
Users affected by the issue
Description of the issue, including Browser version, affected Content, and steps to reproduce the problem
Screenshots or video capture illustrating the issue
Suggested priority level for the issue
Corrections
Corrective maintenance may take the form of written responses, supplementary documentation, and work-around, coding changes, product patches, non-material changes in business processes or other correctional aids that Maventra team would implement.
High Priority Tickets will be resolved in 24-48 hours. In case of any challenges or issues with respect to solving the issue, proper communication with adequate reasons will be communicated to I-hub team.
Tickets that are not high priority will be responded within 48 hours. Resolution charges will be communicated in advance and approvals sought before the same is implemented.
Application performance-related support services will remain the responsibility of Maventra throughout the contract period without any additional charges
Reasonable Commercial Efforts
MeVn malfunctions identified and reported by customer to Maventra Team shall be addressed, to the extent practicable, without undue delay by Maventra Team, and Maventra Team will make all commercially reasonable efforts to remedy reproducible reported malfunctions within the Service Levels guidelines.
Service Hours Definitions
Customer Business Hours (CBH) are customer’s regular local business hours i.e. EST from morning 12:00 am to 1 pm on weekdays and are exclusive of weekends and customer holidays.
Support language – English
Escalation Elapsed Time Schedule
Maventra team’s Escalation Elapsed Time Schedule is set forth below within the context of the Service Levels. The starting point for the Maventra Team internal escalation process expressed by the schedules shown by each Service Level will be after
(a) Maventra Team provides receipt of a malfunction report,
(b) Maventra Team gathers any additional information required for the analysis of the malfunction with the customer’s assistance,
(c) Maventra Team determines if any duplicate malfunctions have previously been logged,
(d) Maventra Team reproduces the malfunction so as to confirm its nature and impact on Maventra Learning Platform, and
(e) the malfunction report is assigned a Severity Level.
| Severity Level | Customer Manager | Director |
|---|---|---|
| Level 1 | 8 Hours | 3 Business Days |
| Level 2 | 15 Business Days | 40 Business Days |
| Level 3 | 20 Business Days | None |
| Level 4 | 40 Business Days | None |
We are thrilled that you are considering MeVn.ai to elevate your learning and development initiatives. At MeVn.ai, we understand the importance of seamless integration, collaboration, and personalized learning experiences.
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Our team is thrilled that you’ve shown interest in MeVn.ai. We appreciate the opportunity to connect with you.
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MeVn.ai Team
