At Edlink, we are committed to providing a reliable experience and resolving issues as efficiently as possible. To ensure that critical problems receive the fastest response, we categorize all support requests using a four-tier Priority Level (P0 - P3) system based on their impact and urgency.
How We Assess Your Request
When you submit a ticket, our team will look for specific details to determine the appropriate priority level. To help us help you faster, please ensure your report includes:
- Scope of Impact: The number and type of people affected (e.g., specific students, teachers, an entire school, or a district).
- Business Impact: How the issue affects your operations, such as upcoming deadlines, internal milestones, or revenue.
- Workarounds: Whether there is a temporary way to achieve the goal while we work on a fix.
- Technical Evidence: Logs or screenshots that include timestamps.
Please note, instead of asking for a requested "due date," our team will ask questions like "What is depending on this getting resolved?" or "How is this affecting your team's ability to operate?" to ensure we understand the true urgency of the situation.
Priority Levels & Response Standards
| Priority Level | Criteria | Our Commitment |
|---|---|---|
| P0: Critical | The application is completely unusable for all users; no workaround exists (e.g., widespread login failure, security breach). | Immediate escalation. We update our Status Page within 60 minutes and focus all resources on resolution. |
| P1: High | Service is partially impaired for an entire district/university or >5,000 users; also used for any issue affecting multiple clients. | Hourly updates. You will receive a status update every 60 minutes until the issue is confirmed and moved to engineering. |
| P2: Moderate | Functionality is impaired for a single user, class, or school; a workaround may exist but the experience is degraded. | Standard timelines. Our team will attempt to recreate the issue or review API logs within 1 business day. |
| P3: Low | Minor inconveniences, cosmetic issues, or feature requests that do not impact daily operations. | Tracking & Feedback. These items are logged for our product team. If not addressed in 2 business days, they are escalated for further review. |
Please note, these are our internal standards for response times and may vary based on current ticket volume and complexity. The time estimates in this table are time to resolution, not time to response. These may be adjusted based on your specific service level agreement (SLA) with Edlink.
Escalation Guidelines
- Dashboard Issues: Before escalating P2 issues, Edlink support will attempt to recreate the issue to verify the behavior.
- API Issues: If you are experiencing API errors, we will request an API request log or Request ID to help our technical team investigate.
- End User Issues: If an end user is experiencing issues, it is typically helpful to have additional information such as screenshots, error messages, or steps to reproduce the problem. If you request a screenshot from a teacher or admin, please ask them to include their system time and timezone (i.e. a screenshot of the clock) to help us correlate logs.