Support Services Description
1. Support channel
TEDU provides the University with a dedicated, private support channel offering direct, real-time access to TEDU's team (currently delivered via Slack). TEDU may change the underlying tool from time to time, provided the level of access and responsiveness is not materially diminished. support@tedu.app is available as a backup channel if the primary channel is unavailable.
2. Who may use support
- The University's designated administrators have access to the dedicated channel for account, access, technical, and escalation matters.
- Authorized Users (including Eligible Students) receive support through in-app help and the self-service resources in Section 7, and may be routed to the University's designated administrators for issues requiring escalation.
3. Support hours
Monday-Friday, 9:00 a.m. - 6:00 p.m. ET, excluding U.S. public holidays. Messages received outside support hours are addressed the next business day.
4. Response targets
The following are first-response targets (not resolution guarantees), measured during support hours:
| Severity | Description | Target first response |
|---|---|---|
| Critical | Platform unavailable or unusable for many or all users | 2 business hours |
| High | A major feature is impaired with no reasonable workaround | 1 business day |
| Normal | Minor issue, how-to, or general question | 2 business days |
5. Escalation
Critical or High issues not resolved within 6 business hours are escalated to TEDU's engineering lead / named contact, who will coordinate with the University's designated administrators until resolution or a workaround is in place.
6. Status & maintenance notifications
TEDU will notify the University's designated administrators of planned maintenance at least 48 hours in advance (consistent with the Service Levels in Section 4(a)) and will provide status updates during any Critical incident.
7. Self-service resources
TEDU makes self-service resources available to Authorized Users, including a knowledge base, user guides, and FAQs, accessible in-app / at the TEDU help center. These resources supplement, and do not replace, the support channel described above.
8. Scope of support
| Covered | Not covered |
|---|---|
| Platform and Services functionality, access and account issues, configuration questions, and usage / how-to questions. | The University's or Authorized Users' own devices, networks, or connectivity; third-party products or integrations not provided by TEDU; and custom development outside the scope of the Agreement. |
9. Data handling in support
The support channel is intended for operational and technical matters only. The University and its administrators should not transmit student records or Personal Data through the support channel, consistent with the data-privacy obligations in Section 7. TEDU will request information through secure means where resolving an issue requires access to Personal Data.
10. Relationship to Service Levels
These support services are separate from, and in addition to, the availability commitment (Service Levels) in Section 4(a). A platform-availability failure may constitute both a Service Level event (eligible for service credits under Section 4(a)) and a Critical support issue under this Exhibit.