MYA Cloud Support Agreement

Support is provided for MYA Education via a helpdesk solution to designated members of school staff. This can be accessed here https://myaeducation.freshdesk.com/support/home.

Issues reported to the helpdesk will be prioritised using these guidelines:

• Urgent: Issues that affect a major piece of functionality. For example, all users are unable to sign in.
• High: Issues that affect functionality used by many users or key areas for operation of the school and do not have an operational workaround.
• Medium: Issues that affect functionality used infrequently or by a small number of users or have an operational workaround.
• Low: Issues that are considered minor, this would include small layout issues, typographical errors and minor quality problems.

Issues prioritised into each category carry the following target SLAs for resolution:

• All: Initial triage response within 24 business hours.
• Urgent: Fix released within 48 business hours of triage response.
• High: Fix released within 5 business days of triage response.
• Medium: Fix released within 30 business days of triage response.
• Low: Fix released in the next applicable release window.

Comprehensive help documentation is already available for all functionality, this is available to all users via the Help Menu. It can also be accessed at the following url: https://docs.mya-education.co.uk/.