Articulate 360 Support Services

1. Definitions

1. Software refers to all Articulate products included with your Articulate 360 and Reach 360 subscriptions.
2. Product support is our online support hub at https://support.articulate.com (or successor site), which includes knowledge base articles, system requirements, release notes, product downloads, and our contact information.
3. Community support is crowd-sourced support at https://community.articulate.com (or successor site). Community members worldwide participate in forum discussions and submit examples and downloads. Our staff regularly posts articles, tutorials, product user guides, and e-books.
4. Email support is technical support via email communication at support@articulate.com (or successor address).
5. Live chat is real-time, text-based interaction with our helpful support staff via an online chat interface.
6. Tier 1 support is basic support for Articulate IDs, login issues, license activations, and general questions about software installation.
7. Tier 2 support is deep and broad support for all functions of Articulate 360 and Reach 360 as well as escalations from Tier 1 support.
8. Tier 3 support is specialized support for unique technical challenges, unusual installation environments, uncommon errors, and escalations from Tier 2 support.

2. Supported Software Versions

We support the most current release of Articulate 360 and Reach 360 software.

3. Items Covered by Articulate 360 Support Services

We provide product support and community support for usage and technical issues during your free-trial period and for the duration of your Articulate 360 and Reach 360 subscriptions. Exceptions are noted in Sections 4 and 10 below.

We may not provide support to any customer not in compliance with the Articulate 360 General Terms of Service (or other agreement covering Articulate 360 or Reach 360).

4. Items Not Covered by Articulate 360 Support Services

We do not provide product support for the following topics. However, community support may provide guidance.

1. Course or instructional design
2. Modification of published output
3. Modification of our player runtimes
4. Modification or reverse engineering of player files
5. Custom HTML modification or integration with other web content
6. Custom learning management system (LMS) integration
7. Third-party products, such as LMSs, learning content management systems (LCMSs), and mobile apps
8. Software development kits (SDKs)
9. Custom Flash development or modification
10. ActionScript support for Flash movies
11. JSON coding for custom xAPI statements
12. JavaScript coding
13. Custom installation packages
14. Non-local installations
15. Hardware or systems inconsistent with our technical specifications
16. Translation services

Also, we are not responsible for issues outside our control, such as user error, problems we are unable to reproduce, and third-party hardware/software.

Articulate will not have any obligation to provide support services with respect to any: (a) support issues that arise out of or relate to breach of the Articulate 360 Terms of Service; (b) support issues that are outside of Articulate's control; (c) enhancement requests; (d) any support issues that are customer's responsibility, as set forth in the Articulate 360 Terms of Service; or (e) support issues that arise out of any non-Articulate-supplied feature(s), program(s), device(s), and/or data.

5. Customer Obligations

To assist us to reproduce, diagnose, and troubleshoot your issue, when you request support (i.e., submit a support case), you may be asked to include in your support request:

1. Your organization name and contact information
2. Your Articulate ID
3. The build number of your Articulate 360 software
4. The platform on which Articulate 360 is running
5. A reasonably detailed description of the incident or request
6. Error messages or other notifications generated by the system
7. Applicable trace files and logs
8. A test case or instructions to demonstrate the issue

We may ask you to install an Articulate software update to resolve a problem. We have no obligation to provide additional support for an issue that has been fixed in a software update.

We will treat you with respect and ask that you do the same when communicating with our employees. Abusive or threatening language will result in a denial of support services, with no further obligation to you.

Articulate's obligation to provide support services is conditioned on the customer: (a) paying all applicable fees to Articulate when due; (b) having valid access to the Services; (c) providing Articulate with all reasonable assistance and providing Articulate with data, information and materials as that are reasonably necessary; (d) procuring, installing and maintaining all equipment, telephone lines, communication interfaces and other hardware and software necessary to access the Services; and (e) providing appropriate contact information for all authorized support contacts.

6. Contact Methods

You may request support using any of these methods:

Support Case Submission Form	https://articulate.com/support/contact/case
Community Forum	https://community.articulate.com/discuss
Email	support@articulate.com
Live Chat	Live chat is provided with Articulate 360 for Teams and Reach 360 subscriptions. See your purchase confirmation for the Teams live chat link.

7. Support Availability

Here are our scheduled support hours:

Tier 1 Support	24 hours per day, 7 days per week, excluding holidays
Tier 2 Support	10:00 PM Sunday through 10:00 PM Friday U.S. Eastern Time, excluding U.S. observed holidays
Tier 3 Support	9:00 AM to 5:00 PM U.S. Eastern Time, Monday through Friday, excluding U.S. observed holidays

8. Response Times

We rate the severity of each issue you report and set the following target response times for ourselves based on severity.

Severity	Criteria	Target Initial Response Time
Critical	An issue is considered critical when it has significant business impact on a production system, resulting in all production systems being down or functioning at a reduced capacity.	1 Hour
High	An issue is assigned a severity of high when it has some business impact on a production system, resulting in some loss of functionality on production systems. Articulate 360 is generally usable but does not provide a particular function in the most convenient or expeditious manner.	24 Hours
Medium	An issue is assigned a severity of medium when it involves non-production questions, such as general usage questions and feature requests. There is no impact on the quality, performance, or functionality of a production system.	48 Hours

9. Escalation Matrix

We escalate a critical support case in this manner:

Escalation Level	Escalation Partner	Trigger Escalation When Open
1st Level	On-Duty Support Team Lead	> 4 Hours
2nd Level	Director of Technical Support	> 1 Day
3rd Level	Chief Technical Officer	> 2 Days

10. Premium Support Services

We offer these premium support services, depending on your subscription plan:

Articulate 360:

1. Community discussions
2. Email support

Articulate 360 Teams:

1. Community discussions
2. Priority email support
3. Live chats

Reach 360:

1. Priority email support
2. Live chats

11. Term and Termination

We provide support during your free-trial period and for the duration of your Articulate 360 and Reach 360 subscriptions.