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Target Response and Resolution Times
| STATUS | RESPONSE TIME TARGET | RESOLUTION TARGET |
| MAJOR OUTAGE | < 15 minutes | < 2 hours |
| PARTIAL OUTAGE | < 30 minutes | < 4 business hours |
| DEGRADED PERFORMANCE | < 30 minutes | < 4 business hours |
| TECHNICAL SUPPORT (DATA-SPECIFIC ISSUES) | < 6 business hours | < 40 business hours |
Service Categories, Coverage and Communication Methods
| 'How to' SUPPORT | COVERAGE | COMMUNICATION METHODS |
| Support requests that are based on 'how to' complete a particular task. (fees apply) | Mon - Fri 9 am to 5 pm AET, excluding Australian national public holidays | Phone: 03 5228 3700 Email: support@timetabling.com.au Online | In-Application Ticketing access by clicking the Help icon  |
| TECHNICAL SUPPORT | COVERAGE | COMMUNICATION METHODS |
| Support requests that are based on 'this is no longer working'. (no fees apply) | Mon - Fri 6:30 am to 5 pm AET, excluding Australian national public holidays | Best Method: Online | In-Application Ticketing access by clicking the Help icon  Email: support@timetabling.com.au Phone from 9 am-5 pm AET: 03 5228 3700 |
| UNPLANNED OUTAGES | COVERAGE | COMMUNICATION METHODS |
| Unable to load the page, the site returns the error such as "Service Unavailable". | 24/7 via automated monitoring that checks if the service is available every 60 seconds. View knowledgebase article: How does the Status page work? | Our ticketing system is available in all our cloud applications. You can also submit tickets by emailing support@timetablingsolutions.freshdesk.com We recommend subscribing to receive status alerts on https://timetabling.freshstatus.io/ An alert notification is sent to all subscribers of the status page, with updates sent every 15 minutes |
Status Descriptions and Examples
STATUS | USER EXAMPLE | |
MAJOR OUTAGE | Unavailability of a service(s) that affects clients as a whole.
| The site https://timetabling.education returns:  This issue should be automatically detected by our monitoring services, users can stay updated by subscribing to alerts posted on https://timetabling.freshstatus.io |
| PARTIAL OUTAGE | A severe problem where a fault exists that disables an essential business process, however, an acceptable manual workaround exists.
| When publishing a timetable from the desktop app to Web Daily Organiser, the user receives an error "The server encountered an unexpected condition that prevented it from fulfilling the request". Workaround: publish via the Management Portal A user will most likely find this issue before our service team. Updates are communicated to individuals that have reported the issue via their support ticket or email |
| DEGRADED PERFORMANCE | A moderate problem where a fault exists that impacts a business process, however, processing can continue through the use of workarounds. Application performance problems.
| Example 1: In Daily Organiser, a user creates an Activity that makes certain staff absent, requiring their classes to be assigned a replacement teacher. When attempting to assign replacements, the absences are missing. Workaround: Opening and resaving the activity fixes this in most cases, creating the missing data, but the original issue still exists. Example 2: A user attempts to run a report which times out, failing to produce the report. Workaround: the user waits until later in the day, and the report will load, but the original issue still exists. This issue will most likely be found by a user before our service team and be data specific to that school, requiring a support ticket to be posted. |
| DATA-SPECIFIC ISSUE | A reported issue impacts some users but not all, and the issue is not easily reproducible in other data sets. | An error is returned when attempting to open a particular task or activity. This issue will most likely be found by a user before our service team and be data specific to that school, requiring a support ticket to be posted. |
Service Level Availability Target:
> 99.9% per month without a Major Outage
The status page will show the historical performance of the last 90 days.
Timetabling Solutions cloud apps on https://timetabling.education: https://timetabling.freshstatus.io
Web Preferences cloud app on https://selectmysubjects.com.au and selectmysubjects.co.uk:
https://selectmysubjects.freshstatus.io
View knowledgebase article: How does the Status page work?
| STATUS CATEGORIES | CATEGORY DESCRIPTION | COMMUNICATION |
 | The service is performing as intended | N/A |
 | The service is usable but slow, the standard information section (blue tasks) page loads are greater than 10 seconds but do complete. A second test is performed when the first test exceeds 10 seconds to confirm an issue. | The status page will show 'Degraded Performance' Clients that submit support tickets will receive status updates |
 | More than 10 users have reported they are unable to access the site, and more than 10 users are actively using the site | The status page will show 'Partial Outage' Clients that submit support tickets will receive status updates * If more than 50 users report they are unable to access the site, an alert notification is sent to all subscribers of the status page, with updates sent every 30 minutes |
 | The service is unavailable, this is unplanned, and no user can access | The status page will show 'Major Outage' An alert notification is sent to all subscribers of the status page, with updates sent every 15 minutes |
 | The service is unavailable, this is planned | The sign-in page https://timetabling.education will display a maintenance message with an upcoming start date/time and end date/time. The status page will display a Maintenance Message with the same description |
Timetabling Solutions Desktop Version History
Timetabling Solutions V10 desktop version history log:
https://timetabling.elevio.help/en/articles/705