Articulate 360 Support Services

Terms and Conditions for Articulate 360 and Articulate 360 for Teams

We are here to help. And we have you covered with support services for Articulate 360 and Articulate 360 for Teams. (The terms and conditions described below apply to both subscription plans unless otherwise noted.)

We may update this document from time to time in our quest to provide superior support.

1. Definitions

  1. Software refers to all Articulate products included with your Articulate 360 subscription.
  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 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 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 subscription. 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).

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. Articulate Online API
  9. Software development kits (SDKs)
  10. Custom Flash development or modification
  11. ActionScript support for Flash movies
  12. JavaScript coding
  13. Custom installation packages
  14. Non-local installations
  15. Hardware or systems inconsistent with our technical specifications

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 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:

Service
Articulate 360
Articulate 360 for Teams
Telephone Support
Community Support
Email Support
Priority Email Support
Live Chat Support

11. Term and Termination

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