Support Policy
The scope of Ilmiya support, incident priorities and separately agreed service commitments.
This Support Policy governs support included with an active paid subscription where incorporated into the customer’s agreement. The applicable Order may establish a different support plan. The Master Service Agreement governs commercial terms, and the Data Protection Addendum governs personal-data obligations and security-incident notification.
Definitions
“Error” means a reproducible failure of the subscribed Services to operate materially in accordance with applicable documentation when properly used in a supported environment. An issue caused solely by a user’s configuration, network or independently supplied product is not an Error in Ilmiya’s Services. This distinction does not excuse a failure of an Ilmiya component or appointed subprocessor.
“Fix” means a correction, patch or reasonable workaround provided to address an Error. A workaround may restore use while a permanent correction is developed.
“New Version” means an update Ilmiya makes generally available for the subscribed product, which may include fixes or improvements. A “New Product” is a separately offered product or module outside the purchased scope. Inclusion of a New Version does not purchase a New Product or enlarge contracted user or usage limits.
“Designated Contacts” means the Customer administrators authorized to submit support requests, verify account authority and coordinate troubleshooting. An independent educator may be their own Designated Contact.
What Support Includes
Standard support covers questions about the subscribed product and billing, investigation of reproducible failures against the applicable documentation, and fixes or updates made generally available for that product. Ilmiya may provide a reasonable workaround while developing a permanent correction.
Support includes the product documentation and guidance Ilmiya makes available for the subscribed Services. Fixes and generally available updates for that product remain within the active subscription, subject to its purchased scope. Enhanced assistance, onboarding or coverage may be specified in an Order; this policy does not add an unpurchased tier.
First-Line and Second-Line Support
An institution should designate support contacts authorized to verify permissions and coordinate troubleshooting. Learners and families should ordinarily contact the institution responsible for their accounts and records. They may contact Ilmiya directly concerning privacy, accessibility, suspected abuse or security.
An independent educator may act as their own authorized support contact. Ilmiya may verify the requester’s identity and authority before disclosing account information or changing access.
The institution or educator handles educational delivery and learner-facing support, including its selection and permitted adaptation of curriculum, teaching decisions, assessment, grades, admissions, credentials, fees and educational results. These duties apply when it uses Ilmiya-supplied materials as well as its own. Customer’s promises to learners, including response times and other service levels, remain Customer’s responsibility. Its authorized contacts may report a platform issue or a concern about Ilmiya-supplied curriculum under the purchased support plan and applicable content terms. Ilmiya retains its express commitments for the materials it supplies. White-label presentation does not expand the support plan or make Ilmiya responsible for Customer’s educational commitments.
Customer provides first-line help to its users and escalates matters that require Ilmiya’s assistance through its Designated Contacts. Ilmiya provides second-line product support within the purchased plan. The reseller or implementation provider may perform the Customer’s first-line role where the relevant parties have agreed, without changing Ilmiya’s purchased obligations or preventing a direct legal or privacy request.
Submitting Requests and Severity Levels
Submit requests to support@ilmiya.com, identifying the account, affected feature, time the issue began and steps needed to reproduce it. Include the effect on users and any available workaround. Screenshots and diagnostic records must exclude unnecessary student information. Passwords, authentication codes and API secrets must never be included.
Before an ordinary request, Customer should make reasonable use of available documentation and its administrator’s diagnostic tools. This does not require an institution to delay an urgent security report. Ilmiya may request information reasonably necessary to reproduce the issue, and the Designated Contact must keep contact and impact information current.
Ilmiya assesses priority by the effect on the production service and the availability of a reasonable workaround.
| Priority | Service impact |
|---|---|
| P1: Service unavailable | The production service is unusable for substantially all of the customer’s users. |
| P2: Major impairment | A core feature fails and no reasonable workaround is available. |
| P3: Other assistance | A limited error, product-use question or ordinary support request. |
Ilmiya may reasonably revise a reported priority after assessing the impact. For serious incidents, Customer must maintain an available contact and provide reasonable diagnostic assistance. Priority classification does not alter a legal or contractual notification deadline.
Response and Service Commitments
An expressly agreed Order or support schedule must specify any response target, coverage hours, time zone and holiday calendar. This policy establishes no fixed response time, resolution deadline or continuous support coverage. A response means a substantive initial reply with proposed next steps; it does not establish that the incident has been resolved.
Where an agreed schedule measures response time, that period pauses while Ilmiya awaits information or access reasonably required from Customer, unless the schedule provides otherwise. Such a pause does not extend a security-incident notification deadline under law or the DPA.
Ilmiya will use commercially reasonable efforts to address confirmed failures within the purchased support scope. It may provide a workaround or require a supported version. Additional work requires an agreed scope where it is outside the purchased plan.
Standard support and the MSA provide no service-level credit entitlement. Any Ilmiya platform credit, availability guarantee or recovery objective must be negotiated in a separate commercial or enterprise agreement or service-level schedule signed by both parties. That agreement applies only to the platform obligations it identifies. It does not incorporate service levels Customer offers its learners. A support conversation cannot establish or amend such a commitment. This allocation does not reduce Ilmiya’s existing contractual or statutory obligations.
What Support Does Not Include
Custom development, operation of a customer’s network, third-party integration development and implementation projects require an express scope in the Order or a separate statement of work. A separately priced product is outside standard support for an existing subscription.
A feature request does not create an obligation to develop the feature, include it in a release or meet a requested delivery date. Ilmiya may consider suggestions under the governing feedback terms. Standard support does not include writing or reviewing customer code, designing customer infrastructure or providing a custom configuration project unless that work is expressly included in the purchased scope.
Ilmiya remains responsible for its components and contracted subprocessors. Troubleshooting an independent integration may require cooperation with its provider, which remains responsible for its service. The Third-Party and Integrations Policy governs those relationships.
Features identified as beta, preview or experimental before use carry no standard availability or response commitment unless expressly agreed in writing. Ilmiya will consider reports concerning those features and may modify or withdraw them. Applicable privacy, confidentiality and security obligations continue to apply.
Security and Urgent Concerns
Suspected unauthorized access or disclosure must be reported promptly to support@ilmiya.com with the subject “Security concern.” Provide a description without including exposed personal data where that description is sufficient. Incident handling remains subject to applicable law and the DPA, regardless of support classification.
Ilmiya support and messaging tools are not emergency services or continuously monitored safeguarding channels. Immediate risks to personal safety should be directed to the appropriate local emergency service or responsible safeguarding contact.
Maintenance
Ilmiya will use reasonable efforts to provide advance notice of planned maintenance expected to materially affect availability. A fixed notice period applies only where expressly agreed. Urgent security maintenance or emergency repairs may require shorter notice; Ilmiya will give notice as soon as reasonably practicable. Any separately agreed service-level schedule governs the treatment of maintenance under that commitment.
Language and Lawful Provision
Support is provided in English unless the Order specifies another language. Services may be provided only where lawful.
Changes to This Policy
The version incorporated into the Order applies during the agreed term. Revisions follow the change process in the governing agreement. Publication of an updated policy does not remove or amend an existing purchased commitment.