Service levels – Haldor Homework
The following service levels apply to the Haldor Homework service. For more information about the service levels, contact us.
General terms
“Business Days” means days (other than a Saturday, Sunday or Swedish public holiday) on which commercial banks are generally open for business in Sweden and on which the Company office is open
“Company” means the entity that is providing support service set out in this agreement
“Client” means the entity seeking to procure support services and who is a party to this agreement
Technical Support
Contact Methods
All support requests can be reported to Haldor Support by email or phone.
Support requests via email are to be sent to only the Company’s support email address which is support@haldoredu.com
For critical support requests (se Response levels below), phone +46 21 12 12 77
Current status information on Haldor’s services (interruptions in services or planned maintenance) can always be accessed on status.haldor.se/en
Registering Support Requests
The following information should be provided by the Client in a support request:
- Contact details of requester.
- Description of the issue including
- Where the issue occurs
- Any error messages
- Images/screenshots
- Email address to an affected user
- Time for last occurrence
Availability
The Company’s Support Team are available between 8:00am and 4:00pm CET on Swedish Business Days (however subject to further limitations as indicated on Company’s website) except between 24th December and 2nd January (both inclusive).
Response Levels
When a technical support request is placed with the Company’s support by the Point of Contact of the Client it will be assigned a severity level in accordance with the table below. If appropriate, the severity level may be amended during the problem resolution process, but only by mutual agreement by the Company and the Client.
The initial response time for problems and queries is dependent upon the severity level of the request. The response time for each scenario is listed in the table below. Please note these are initial response times and not time taken to resolve the support issue.
| Priority level | Severity level | Description | Preferred method of contact | Response time (within support availability hours) |
|---|---|---|---|---|
| 1 | Critical | Service down situation or a major breach in security. | Phone/Email | 1 business day |
| 2 | High | Major service interruption, no workaround available. | 2 business days | |
| 3 | Medium | Service interruption with workaround available. Single user impacted, business operations not directly impacted. | 5 business days | |
| 4 | Low | General service requests and questions. | 10 business days |
Haldor’s technical support definition
The following products are within the technical support scope:
- Haldor Homework
Parents using Haldor Homework shall contact the Client for support and the Client shall in turn contact Haldor for support related to Haldor Homework and Cloud Design Box for support related to the School Data Sync.