To ensure MYP users generate maximum value from their subscription, MYP now requires new Subscribers to implement one of the rollout programs offered. During and following the rollout program, Subscribers will have access to MYP’s online support system. This support system is also backed by the MYP standard Service Level Agreements which are as follows:
99% up time on the availability of the system over a 12 month period (excluding planned system maintenance which will be conducted outside standard business hours. Planned maintenance down time is communicated to Subscribers)
All Subscribers automatically receive Level 1 support which includes access to myHelp, a dynamic, searchable, and mobile friendly collection of help articles located in the Support Centre. myHelp articles include detailed instructions with screenshots on every function of all MYP modules and are continuously updated with every release. An archive of the most recent feature releases (with demonstration videos) is also available in myHelp, allowing MYP subscribers to review the latest updates to their system.
Users who have engaged in the MYP rollout program or tailored training sessions (onsite or online) for a particular MYP module, can also access Level 2 support. This includes all the benefits of Level 1 support, plus the valuable ability to lodge user support tickets related to modules in which training has been completed.
MYP Subscribers also have 24/7 access to the myTraining area to enhance their knowledge of any module or gain Level 2 support (if not currently available). However, this is recommended for existing Subscribers who have already completed tailored training and simply need a refresher, or for new staff members who need to get up-to-speed quickly.
All support tickets will be responded to by a support team member within the following timeframes:
During standard business hours:
Non-urgent – 2 hours
Urgent – 30 minutes
Critical – 15 minutes
Outside standard business hours:
Critical – mobile support by rostered MYP support member
Users of the system, who have not had training from MYP, will only have access to Level 1 support in the online support system. This means, for any user support queries, they will be directed to the relevant section in the associated myHelp article.
In the rare event of an operational system failure, the support team is automatically notified by the system itself and the issue will receive immediate attention during standard business hours.