Technical Support Policy

Approving Authority

Dean Morrison

Reference

Life Support Mental Health Inc.

Classification

Date approved

March 2021

Date revised

In response to requests from the Subscriber during the Term, Life Support will provide basic technical support as described in this Technical Support Policy. 

Basic technical support includes explanations and guidance on Life Support account administration as well as assistance with features of the Mental Health Check Assessment and related navigation issues encountered in the administration or assessment platform within the parameters of the software user interface (“Technical Support”). 

Life Support will have agents available to provide Technical Support to Subscribers from Monday through Friday during the hours of 8:30 am to 4:30 pm Mountain Time, except on Canadian federal and Alberta provincial holidays (“Support Hours”). 

Subscriber can initiate a helpdesk ticket and corresponding request for Support Services via telephone at 1-855-977-2255 or by emailing Life Support at technicalsupport@lifesupport247.com. Helpdesk tickets may be initiated or updated by contacting an agent via telephone at any time during the Support Hours or 24/7 via email. When submitting a helpdesk ticket, a contact name, company name, phone number, email and a brief description of the problem is required. Providing more detail when submitting a ticket will ensure a faster and more effective response. 

Life Support will use commercially reasonable efforts to respond to and initiate investigation of all helpdesk tickets within one (1) business day. 

For technical issues involving Subscriber access to or use of the web-based virtual services platform offered by the Third-Party Platform Provider, including the Mental Health Check Mobile App (available from both Apple’s App Store and the Google Play Store), Subscribers are requested to contact the Third-Party Platform Provider. Subscribers can find contact information, support hours and details of the Third-Party Platform Provider’s Technical Support Policy here: https://bit.ly/2Pt0kHC. 

Assistance outside of Technical Support by Life Support or the Third Party Platform Provider is considered an “Additional Service” and may be subject to additional fees. Additional Services include, for example, support of custom-tailored functions (developed by Life Support or the Third-Party Platform Provider at Subscriber’s request), Javascript/HTML/CSS scripts or assistance, any programming (in whole or in part) of reports, and quality assurance/checking of programming, and importing or exporting of lists or data.