# MYA Cloud Support Agreement

The cloud support agreement is shown below

## Helpdesk

Support is provided for MYA Education via a helpdesk solution to designated members of school staff. This can be accessed here [https://myaeducation.freshdesk.com/support/home](https://myaeducation.freshdesk.com/support/home).

## Prioritisation of Issues

Issues reported to the helpdesk will be prioritised using these guidelines:

- **Urgent:** Issues that affect a major piece of functionality. For example, all users are unable to sign in.
- **High:** Issues that affect functionality used by many users or key areas for operation of the school and do not have an operational workaround.
- **Medium:** Issues that affect functionality used infrequently or by a small number of users or have an operational workaround.
- **Low:** Issues that are considered minor, this would include small layout issues, typographical errors and minor quality problems.

## Response Times

Issues prioritised into each category carry the following target SLAs for resolution:

- **All:** Initial triage response within 24 business hours.
- **Urgent:** Fix released within 48 business hours of triage response.
- **High:** Fix released within 5 business days of triage response.
- **Medium:** Fix released within 30 business days of triage response.
- **Low:** Fix released in the next applicable release window.

## Help Documentation

Comprehensive help documentation is already available for all functionality, this is available to all users via the Help Menu. It can also be accessed at the following url: [https://docs.mya-education.co.uk/](https://docs.mya-education.co.uk/).