Since itopia Labs 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 Labs 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:
The Chat bubble in the bottom right corner of the portal. This is a direct line to our support team during working hours. The average response time is under 5 min during business hours.
You can send an email to firstname.lastname@example.org to open a support ticket.
Itopia Labs support is available Monday through Friday 8 am to 7 pm EST. Any High and Critical customer issues received outside of that time frame are handled by itopia’s on-call support team.
While itopia Labs remains in EAP (Early Adopter Program), itopia can only promise 'best efforts' to address K12 school district issues and concerns.