ALL SUPPORT SERVICES PROVIDED BY FULL MEASURE EDUCATION (FME) ARE SUBJECT TO THE TERMS AND CONDITIONS OF THE APPLICABLE MASTER AGREEMENT BETWEEN FME AND CLIENT. FME RESERVES THE RIGHT TO MODIFY THIS DOCUMENT.
All support requests are important. However, some requests take precedence over others. Full Measure has created four categories for support requests. Requests for support are handled based on a priority code assigned to each issue. Priority codes also determine initial response time targets. The most severe cases have the swiftest targeted response times. Priority codes and their response times are described below.
The time a request is logged is the time Full Measure receives a ticket in Zendesk. Zendesk is Full Measure’s official ticketing system where all feature requests and product issues can be submitted. All Zendesk tickets are monitored by the Client Services, Product, and Development teams. Zendesk is the only approved means for initial support request submission. Full Measure staff are not responsible for responding to requests made by third parties or directly to Company staff members, or by any means other than those described herein.
Full Measure Client Services, Product, and Development teams monitor the support channel from 8 AM through 8 PM Eastern Time M- F, 9 AM through 5 PM Eastern Time Saturday, and 9 AM through 3 PM Eastern Time Sunday, excluding US Federal Holidays.
Priority 1 Issues
The FME Platform is down and not functioning, the system is disabled or non-responsive. Response time for Priority 1 is within eight (8) hours. When a Priority 1 issue is reported, FME will assign resources to remedy the error. If access to your systems is required, we ask that you provide access to your systems for the duration of the error correction procedures.
Priority 2 Issues
The FME Platform is functioning, but major components are unavailable or unusable. Response time for Priority 2 is within twenty-four (24) hours. When a Priority 2 issue is reported, FME will assign resources to remedy the error. If access to your system is required, we ask that you provide access to your system for the duration of the error correction procedures.
Priority 3 Issues
The FME Platform is operating close to normal; however minor components are functioning abnormally. Response time for Priority 3 is within two (2) business days.
Priority 4 Issues
Priority 4 implies that the FME Platform is operating normally, but you may be in need of instructional assistance or you are requesting functionality that is not currently included in the Platform. Response time for Priority 4 is within four (4) business days.
Priority 1, 2, and 3 cases will take priority over Priority 4 cases. Feature requests are reviewed by Product Management.
FME provides a streamlined approach to the client support process. Clients can send all support issues through our dedicated support channel by creating a Zendesk ticket at support.fullmeasureed.com. Support issues are logged in our ticketing system and then collaboratively reviewed by our Client Services team. If our team is in need of more assistance, they will escalate the issue to our Development Team for resolution. All issues are reviewed and assigned a priority on a daily and weekly basis to ensure fast resolution in accordance with the priority of the issue. Product releases occur on a daily or weekly basis in order to address issues as they arise.
Full Measure can provide the ability for students to submit support requests in the mobile application, as desired. Responses to student support requests will be delivered via the mobile application.
Access our knowledge base for support assistance, to submit a ticket, or view your past requests.