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Everything you need to know about getting support from MetaMetrics.
Get Support with Issues
MetaMetrics strives to deliver a reliable customer experience but our customers may occasionally encounter an issue with MetaMetrics' products or services. When this happens, it’s important to understand how to report an issue so it can be resolved.
Issue Severity and Response Targets
MetaMetrics classifies issues into three categories of severity. Each severity level sets the targeted response and resolution times. A response time is the maximum length of time from when MetaMetrics receives the support request to when the customer receives an initial response. The resolution time is the maximum length of time MetaMetrics has to resolve the issue.

Resources
- MetaMetrics Frameworks
  Learn about the Lexile (Reading and Oral Reading) and Quantile Frameworks.
- Communication Resources
  Get the most out of implementing measures.
- Support
  Everything you need to know about getting support from MetaMetrics.
  - Get Support with Issues
    MetaMetrics strives to deliver a reliable customer experience but our customers may occasionally encounter an issue with MetaMetrics' products or services. When this happens, it’s important to understand how to report an issue so it can be resolved.
    - Partner Success Team
      MetaMetrics Partner Success team ensures the successful implementation of every aspect of MetaMetrics deliverables and offers sales and implementation training for Lexile and Quantile measures and related products.
    - Support Hours and Maintenance
    - Issue Severity and Response Targets
      MetaMetrics classifies issues into three categories of severity. Each severity level sets the targeted response and resolution times. A response time is the maximum length of time from when MetaMetrics receives the support request to when the customer receives an initial response. The resolution time is the maximum length of time MetaMetrics has to resolve the issue.
  - Service Level Agreements
    Learn more about MetaMetrics Service Level Agreements (SLA).

Issue Severity and Response Targets

MetaMetrics classifies issues into three categories of severity. Each severity level sets the targeted response and resolution times. A response time is the maximum length of time from when MetaMetrics receives the support request to when the customer receives an initial response. The resolution time is the maximum length of time MetaMetrics has to resolve the issue.


Severity	Description	Response Time	Resolution Time
Urgent	The product or service cannot be used due to the issue.	4 business hours	Same business day
High	The product or service is reduced in function and there isn’t a work around.	4 business hours	Next business day
Low	The product or service is reduced in function but a work around exists.	1 business day	130 business days

When a support request is submitted it’s important that the correct severity level is selected so the issue can be managed appropriately. MetaMetrics will provide daily updates while an Urgent or High severity issue remains active.