This service level agreement (SLA) describes the general levels of service available to our clients. This SLA is written in a spirit of partnership. We will always do everything possible to rectify every issue in a timely manner as outlined below.

Our Support is available 9am-5pm (BST) Monday to Friday.

Customer Support

The following communication methods are available to make Avail Learning Academy aware of any issues.

When reporting an issue, you will need to include the following information;

  • Name of person reporting the issue

  • Name of organisation

  • Details of issue

  • Contact details

You will reasonably provide Avail Learning Academy with additional information which may help resolve the issue. Until we have all the relevant information needed Avail Learning Academy cannot begin to investigate the issues.

Avail Learning Academy shall use its reasonable endeavours to resolve each issue notified to it within the following timescales:

Issue LevelIssueResponse
Level 1System UnavailableTarget issue response within 2 working hours.  Target fix within 4 working hours.
Level 2System available, but a complete function unavailable.Target issue response within 4 working hours. Target fix within 8 working hours
Level 3System available, fault exists but can work around.Target issue response within 8 working hours. Target fix within 2 working days
Level 4Minor issue but system functions without workaround.Target issue response 2 working days. Target fix within 1 working week

The response times refer only to the time within which the support hub shall respond to a support request.  The support hub gives no guarantee as to the time any given issue may take to resolve save that it hereby undertakes to use reasonable endeavours to resolve issues as quickly as is reasonably possible.

Force Majeure

Neither party to this Agreement shall be liable for any failure or delay in performing their obligations where such failure or delay results from any cause that is beyond the reasonable control of that party.  Such causes include, but are not limited to: power failure, internet service provider failure, industrial action, civil unrest, fire, flood, storms, earthquakes, acts of terrorism, acts of war, governmental action or any other event that is beyond the reasonable control of the party in question.