Since itopia CloudApps Classroom is a managed service, itopia takes a customer-focused approach to delivering a coherent, ready-to-use solution that provides value to school districts without having to worry about the underlying technology of infrastructure.

All itopia CloudApps Classroom services and third party components are monitored 24/7. When an alert is received, it is acted upon immediately by itopia.

For itopia Labs technical support, there are two options:

Itopia Labs support is available Monday through Friday 8 am to 7 pm EST. Please see below more details about itopia Lab’s Support SLA's.

Urgent: Labs is down or facing major malfunction resulting in a product inoperative condition. Students are unable to reasonably perform their normal functions. The specific functionality is mission-critical to the school and the situation is considered an emergency.

High: Critical loss of Labs functionality or performance resulting in a high number of students unable to perform their normal functions. Major feature/product failure; inconvenient workaround or no workaround exists. The program is usable but severely limited.

Normal: Moderate loss of Labs functionality or performance resulting in multiple students impacted in their normal functions. Minor feature/product failure, a convenient workaround exists/minor performance degradation/not impacting production.

Low: Minor loss of Labs functionality, product feature requests, how-to questions. The issue consists of “how-to” questions including issues related to one or multiple modules and integration, installation and configuration inquiries, enhancement requests, or documentation questions.

Standard Support

Business hours: Monday – Friday | 8:00 am – 7:00 pm ET

Periodic update indicates intervals in which customers must receive ticket updates.