Support Policy
Last Updated: May 21, 2026
This Support Policy defines the response times and procedures for technical issues and inquiries related to the upSkillScore platform.
Support Hours
upSkillScore, LLC will use commercially reasonable efforts to make the Service available with a Monthly Uptime Percentage of at least 3 nines (99.9%). See SLA for contractual terms.
Priority Level & Response Targets
When a support ticket is submitted to support@upskillscore.com, we categorize and respond based on the following priority levels:
| Priority | Description | Target Response Time |
|---|---|---|
| P1 – Critical | Total Service Outage. The platform is down or unusable for all users. | < 4 Business Hours |
| P2 – High | Significant Functionality Issue. A core feature (e.g., directory sync or assessment submission) is failing for a group of users. | < 8 Business Hours |
| P3 – Medium | Minor Bug / Individual Issue. A single user is experiencing an error (e.g., "answer not accurately reflected"), but the platform remains usable. | < 2 Business Days |
| P4 – Low | General Inquiry. Feature requests, "How-to" questions, or cosmetic issues. | < 5 Business Days |
Resolution Process
- Acknowledgement: You will receive an automated confirmation that your ticket has been received.
- Triage: A member of our response team will review the issue and assign a Priority Level.
- Communication: We will provide periodic updates until a workaround or permanent fix is deployed.
Customer Responsibilities
To help us resolve issues quickly, please include:
- A clear description of the problem.
- Screenshots or error messages.
- The email addresses of the affected users.
- Steps to reproduce the error.